I combine customer support leadership, cloud contact-center architecture, AI, knowledge management, customer education, and operational design to help teams improve service, scale thoughtfully, and make better decisions.
Each specialty has its own methods, artifacts, and case studies. Together, they support more consistent customer and employee experiences.
Omnichannel platforms, Amazon Connect, CRM integration, routing, automation, case management, and operational reporting.
Explore specialty →02Quality programs that connect scorecards, evaluation, calibration, coaching, interaction analytics, and continuous improvement.
Explore specialty →03Role-based learning, product training, onboarding, customer education, performance support, and knowledge-enabled work.
Explore specialty →04Workflow design, agent tools, dashboards, prototypes, AI-assisted experiences, and practical design systems.
Explore specialty →05Motion, technical visualization, interactive media, data storytelling, and visual systems for complex ideas.
Explore specialty →The portfolio emphasizes practical decision-making: how systems are structured, how people use them, how quality is measured, and how performance improves over time.
Two Amazon Connect operating models connecting customer channels, Salesforce data, case management, dedicated support knowledge, agent assistance, QA, workforce management, reporting, and cost modeling.
A full quality operating model covering scorecard design, sampling, calibration, coaching, dispute handling, reporting, governance, and the connection between quality findings and operational change.
A support-operations workspace that helps managers decide what to work on first through risk-based prioritization, explainable recommendations, predicted impact, and guided resolution workflows.
An end-to-end system for role-based onboarding, practice, knowledge, QA-triggered coaching, manager visibility, and continuous learning updates.
Builds the platform, channels, routing, data, and service workflows.
Measures interaction quality, process consistency, and customer impact.
Closes capability gaps with learning, practice, and performance support.
Improves the tools and workflows people use to complete the work.
Makes complex systems easier to understand, explain, and adopt.
I am open to hands-on architecture, operations leadership, quality, enablement, and cross-functional product work.