I build the backbone of customer experience. 15+ years designing support infrastructure, automation strategy, and AI-enabled workflows for platforms serving millions of users.
I'm often called a translator — I turn leadership brainstorms into actionable feedback and decode technical jargon for non-technical teams. I do my best work when it involves turning chaos into clarity, and I'm passionate about building systems that actually work for humans.
I believe in transparency and work to provide big-picture results with a strong attention to detail. My goal is to meet the needs of the organization while also promoting a positive experience for customers, clients, and people-facing teams.
Brought in to overhaul and scale support ops for multiple ed-tech platforms serving millions of global users. Led automation and chatbot strategy, reworked workflows, integrated Zendesk, Ada, Ultimate, and Zonka. Became the connective tissue between support, engineering, legal, marketing, and product — keeping everything both strategic and compliant.
Led CX for a premium audio brand and modernized the entire support ecosystem. Rolled out Zendesk workflows from scratch, launched a Help Center that cut inbound volume by 33%, and integrated AI tools to improve resolution times. Translated between tech teams, vendors, and customers to help a high-end brand support high-end customers.
Transitioned the company from inbox chaos to structured support in Zendesk, improved ticket resolution by 48%, and built a multi-brand support model from the ground up. Led vendor negotiations, cut costs, and partnered with sales and analytics across the client lifecycle. Ten hats — somehow all fitting.
Promoted to Senior Advisor within 4 months. Handled complex escalations across iOS, macOS, hardware, software, and cloud services. Trusted with security-sensitive cases and cross-team overflow. Where I learned to troubleshoot anything — tech, people, process — and fell in love with solving operational problems before they became messes.
Became the go-to for anything smartphone-related. A new role — "Data Mentor" — was created for me, traveling to stores to train technicians and sales reps and running sessions for customers on emerging tech. Moved into Tier 2 support while continuing to train across teams.
Support ops was reactive — growing user base, no automation strategy, rising contact volume, inconsistent SLAs. The team was scaling headcount linearly with demand.
Designed and deployed an AI-enabled support strategy using Ada, Ultimate.ai, and Zendesk automation. Rebuilt routing logic, trigger systems, and queue governance from scratch. Stood up KPI dashboards and capacity planning models.
Zendesk (admin-level architecture), Ada & Ultimate.ai (chatbot deployment), Zonka (CSAT), Metabase (reporting), Slack (escalation workflows), Jira (cross-functional tracking).
Automated resolution up 60%+. Contact volume down 35%. Response times cut 43%. Platform scaled without proportional headcount increases. Promoted almost immediately.
Premium audio brand with no structured support system. High-end customers getting generic, slow service. No Help Center, no automation, no journey mapping. CX didn't match the product.
Built the entire Zendesk ecosystem from zero — workflows, macros, Help Center, and AI chatbot. Designed customer journey maps to identify friction points impacting retention and repeat purchase.
Zendesk (full build from scratch), Help Center (self-service strategy), chatbot deployment, CRM integration, Shopify integration, customer journey mapping framework.
First contact resolution up 62%. Inbound volume down 33%. Service delivery aligned with luxury brand expectations. Vendor costs balanced against quality benchmarks.
B2B telecom support running entirely through shared email inboxes. No ticketing system, no SLA governance, no visibility into performance. Multiple enterprise clients, no structure to support them.
Led company-wide migration to Zendesk. Designed a scalable multi-brand architecture supporting diverse enterprise clients. Built SLA frameworks, escalation paths, and reporting dashboards. Negotiated vendor contracts.
Zendesk (multi-brand architecture design), SLA/escalation governance, carrier integration workflows, CRM selection & implementation, vendor contract optimization.
Resolution speed improved 48%. Operational costs cut 20%. Built the support model that scaled across the full client portfolio. Promoted to leadership within 6 months.
A PWA built for brains that work differently.
A neurodivergent-first productivity app designed around how ADHD and autistic brains actually function — not how hustle culture thinks they should. Habit tracking with flexible weekly grids, todo management with gentle priority systems, a scheduler with smart defaults and color categories, and a journal with mood tracking, custom prompts, and printable pages featuring hand-drawn doodle art.
Built from scratch as a solo full-stack project. The brand voice — "cozy nihilism" — deliberately rejects toxic positivity in favor of darkly comforting honesty about executive dysfunction, burnout, and the absurdity of existence.
Currently building a cozy farming sim with unique mechanics and a satirical twist. Handling design vision, narrative elements, and project planning — a crash course in Unity development from someone who'd never touched C# before.
Ongoing freelance and contract VO work spanning radio on-air personality, indie game voice acting, AI model voice training, and professional IVR recording. A throughline from college to now — different mediums, same voice.
Making content since 2019 — true crime docs, gaming, book chats, tutorials. Started streaming in 2020, grew a community through gaming and co-working sessions. Everything self-produced: scripting, recording, editing, and posting.
So let's have a real conversation about how we can help each other.