About Us
Over the last 16 years, Beata has developed innovative communication tools and techniques for call centers, customer service, and frontline teams. Her programs focus on effective empathy and individual-first language.
My Story
I was born in Krakow, the old capital of Poland. I spent my teenage years in Central and Western Europe and my entire adult life in the United States. I began my professional career at the age of 19, working as an investigative reporter.
In 2008, I received my master’s degree in Communication Studies from the University of Miami. Since then, I’ve worked as a communication and customer service consultant, management analyst, researcher, and educator across the U.S.
I currently live in beautiful Tampa Bay with my fiancé, who's a retired NYPD detective, and our two cats, Chewy and Cloud.
My Education
Master’s degree in Communication Studies (University of Miami)
Certified Circuit Court Mediator in Florida
Certified Professional Life Coach
Certified Empathy Circle Facilitator
My Professional Journey
Multicultural marketing
My master’s thesis in 2008 explored how culture impacts marketing communications. I applied this expertise to my work in multicultural marketing, serving clients such as the Jewel-Osco supermarket chain and Resurrection Health Care (now Presence Health).
After returning to Atlanta, I transitioned into brand management, primarily in the multifamily housing industry.
Empathy and active listening
Early in my career, I had a realization: customers are not just representatives of specific demographics. They are unique individuals within their local communities and families.
That’s when I discovered my passion for empathy and active listening. Soon, I shifted from marketing to customer service — focusing on interactions between employees and their individual customers.
Customer service
In 2014, I took on the task of improving customer service at the D.C. Housing Authority. Over the next decade, I designed various processes, tools, and education programs — all centered on empathy-based customer service. You can find testimonials from program participants here.
I worked with hundreds of frontline experts, such as call center agents, property managers, and police officers — gaining valuable insights from their experiences and observations.
Effective communication
I also developed new protocols and training to help staff communicate effectively with each customer — including persons with disabilities, neurodivergent individuals, and customers who don’t speak English fluently.
I explored various language techniques such as plain, positive, and person-first language. The result: a comprehensive method for clear and respectful communication with individual customers.
New chapter
Last year, I launched my consulting firm to bring these strategies to businesses and organizations across Florida and beyond.
I remain at the forefront of empathy and communication research. I’m active with the Center for Plain Language and the International Listening Association (ILA). Check out my peer-reviewed article on communication with neurodivergent customers — published in Listening in Education and Training.
My Clients and Employers
My clients and employers have included real estate developers, property management companies, housing authorities, food manufacturers and retailers, healthcare systems, technology companies, and community organizations in Georgia, Florida, Illinois, Washington, DC, and nationwide.
District of Columbia Housing Authority
Atlanta Housing Authority
The Integral Group
Purpose Built Communities
Jewel-Osco / SuperValu
Resurrection Health Care
Asian American Resource Center
Curtius Trading
My Name
Beata
Pronunciation: [be-AH-tah]
Meaning (Latin): happy, blessed, fortunate