Workforce Development & Readiness System
An in-development product program connecting workforce learning evidence to readiness, coaching, development, and progression.
Product strategyEnablementWorkforce readiness
View project →Customer support transformation
I help support teams improve how they operate, learn, and serve customers.
I improve support operations by connecting the people, workflows, knowledge, and CX systems behind the customer experience.
Selected work
Case studies built around operating problems
Start with the project most relevant to the role. Each one states what is demonstrated and where the work stops.
Agentic Support Operations
Models AI agents coordinating work across Amazon Connect, Salesforce, quality, workforce, supervisors, and back-office workflows with explicit human approval boundaries.
Support operationsAgentic AICX systems
View case study →SignalPath — Customer Lifecycle Intelligence
Connects lifecycle, adoption, customer feedback, segment evidence, and an interpretable renewal-risk experiment into a human-reviewed customer-insights workflow.
Customer insightsSynthetic dataExplainable modeling
View project →Closed-Loop Agentic Customer Support
A Salesforce-centered operating model connecting human and AI service, KCS knowledge, performance intelligence, coaching, improvement routing, governance, and outcome validation.
SalesforceAgentforceClosed-loop improvement
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How I lead
People, systems, and continuous improvement work together.
I connect support leadership, technical strategy, enablement, and operational improvement so teams can use better systems effectively.
Leadership & Team Building
Accountability, coaching, communication, change leadership, and operating discipline.
Technical Strategy
Contact centers, CRM workflows, automation, analytics, and AI-assisted operations.
Training & Enablement
Onboarding, knowledge, role readiness, coaching, and performance support.
Operational Improvement
Quality, service delivery, workflow design, measurement, and continuous improvement.
Need a leader who understands both support operations and the systems behind them?
I bring operational leadership, technical depth, and clear communication to complex support environments.