About

I lead Support Operations and Business Applications, driving strategy and execution across AI, systems, and customer experience.

I focus on building scalable, data-driven operations—connecting support platforms, CRM, and go-to-market systems to improve efficiency, reduce cost to serve, and elevate the customer experience.

What I Lead

I define and drive strategy across AI, support operations, and business systems—aligning tools, teams, and workflows to create scalable, high-performing customer experiences.

My scope spans:

• AI and automation strategy, including chatbot ecosystems and agent tooling

• Support platforms across ticketing, chat, phone, and routing

• Business applications, integrations, and operational workflows

• Knowledge and content strategy as a core part of the support system

• Data, reporting, and performance frameworks that inform decision-making

I focus on building systems that scale—reducing operational complexity, improving efficiency, and delivering measurable business impact.

Experience

My background across Support Operations, IT, Marketing, and Sales Operations allows me to operate across the full customer lifecycle—aligning systems and processes across teams.

I lead cross-functional teams spanning technical writing, systems administration, and operations, partnering with Product, Engineering, and GTM leadership to deliver scalable solutions.

Impact

• 60% reduction in support cases through AI and automation

• 75% reduction in call center dependency through chat-first strategy

• 12-day improvement in response times

• 9-day reduction in resolution time

• 20% increase in agent productivity

How I Think

I operate at a systems level—bringing structure to complex environments, aligning teams around outcomes, and applying AI and automation where they deliver measurable impact.

Next

I’m focused on leadership roles across Support Operations, Business Applications, and Customer Experience Systems.