Operations Leader in AI, Systems and Customer Experience
I lead support operations and business systems across AI, CRM, and customer experience platforms—driving measurable improvements in efficiency, cost, and scale.
Selected Impact
A few examples of how I’ve used AI, systems strategy, workflow design, and content operations to improve support performance and scale operations.
AI & Automation Transformation
Scaling support without scaling headcount
Challenge
Support demand outpaced team capacity, increasing cost and slowing resolution.
Approach
Led AI and automation initiatives across support, including chatbot implementation, workflow improvements, and knowledge alignment.
Impact
- 60% reduction in support cases
- 9-day decrease in resolution time
- Improved CSAT and agent efficiency
- Created a more scalable support model
Chat-First Support Transformation
Replacing call center dependency with real-time support
Challenge
A call center-heavy model and ticket-first workflows created high costs and slower customer interactions.
Approach
Expanded chat into more parts of the customer journey, reduced clicks for agents, and shifted teams toward resolving live conversations instead of creating email tickets and going back and forth.
Impact
- 75% reduction in call center dependency
- 12-day improvement in response times
- Increased agent productivity and concurrency
- Lowered cost to serve while improving speed
About Me
I lead operations across AI, systems, content, and customer experience. My background spans Support Operations, Business Applications, IT, Marketing, and Sales Operations, which allows me to connect teams, tools, and workflows across the business.
I’ve led teams responsible for technical writing, systems administration, support infrastructure, and help center strategy, with a focus on building scalable operations that improve both customer outcomes and internal efficiency.
What I Lead
AI & Automation
Chatbots, AI-assisted support, workflow design, and practical automation that improves scale and efficiency.
Support Operations
Ticketing, chat, phone, routing, service design, and systems strategy across the post-sale experience.
Business Applications
CRM, integrations, workflow optimization, reporting, and systems that align operations with business goals.
Knowledge & Content
Help center strategy, information architecture, technical writing leadership, and scalable self-service content.
Open to leadership opportunities
I’m interested in roles across Support Operations, Business Applications, Customer Experience Systems, and operational leadership—especially where AI, automation, and systems strategy can drive meaningful business results.