Experience & resume
Customer support leadership connected to cloud systems, knowledge, learning, and operational improvement.
More than a chronology, this page shows the scope of work I have led, the environments I understand, and the capabilities I can bring to a support organization.
Professional profile
Support operations experience with the technical depth to improve the systems behind it.
Customer support and CX technology leader with 10+ years across technical support, contact-center operations, SaaS, internet services, billing-related workflows, quality, knowledge, training, workforce practices, and cloud customer experience systems.
Progressed from frontline technical support and customer education into multi-team leadership and director-level responsibility. Experienced managing service delivery while also designing the operating models, tools, integrations, training, and reporting required to improve it.
Selected experience
Career progression across customer operations and systems.
Titles and chronology are preserved while the descriptions emphasize the responsibilities most relevant to modern support leadership and CX technology.
May 2026 - Present
Freelance / Independent
Freelance Learning Experience & Creative Designer
Design customer onboarding, product education, knowledge systems, user flows, technical documentation, visual explanations, and AI-assisted content workflows that make complex products and processes easier to understand.
Customer educationKnowledge managementTechnical communicationFigmaAdobe Creative Cloud
January 2026 - March 2026
Telio Mobility · Contract
Director, CX Systems Architecture & Operations
Designed the customer-experience side of an AWS-based omnichannel support and lead-capture platform, including Amazon Connect, routing, customer data capture, integrations, reporting, automation prototypes, knowledge considerations, and structured escalation.
Amazon ConnectAWSAI workflowsOmnichannel CXArchitecture
July 2023 - November 2025
WeLink
Progressive leadership across support operations and CX technology
Technical Support Manager
July 2023 - October 2023
Senior Manager, Customer Experience
October 2023 - September 2025
Director of Telecommunications
September 2025 - November 2025
Led technical support and broader customer operations spanning billing, collections, retention, escalations, quality, workforce practices, service levels, knowledge, training, and CX technology. Led requirements, cost analysis, testing, training, launch, and operational transition for an Amazon Connect migration.
~35% estimated platform savings
~8% reduction in wait time
~10% reduction in service-call escalations
Support leadershipBilling operationsAmazon ConnectSalesforceQuality & coaching
July 2019 - July 2023
Self-employed · Concurrent
Independent Creative & Design Consultant
Delivered visual communication, digital illustration, vector graphics, motion, branding, 3D visualization, production design, client discovery, revisions, quality control, and final delivery.
Technical visualizationIllustratorPhotoshopAfter Effects3D
November 2020 - July 2022
Honors Graduation / Customization House · Concurrent
Creative Manager
Led a small design team, trained designers, managed production workflows and quality standards, and coordinated accurate, production-ready assets within defined turnaround expectations.
Team leadershipTrainingQualityWorkflow design
July 2018 - November 2020
Spot Business Systems
Customer Interaction Specialist
Provided SaaS support for business-critical point-of-sale, inventory, CRM, billing, delivery, messaging, hardware, and SQL-related workflows. Supported client training and complex escalations.
SaaS supportBilling systemsClient trainingEscalations
May 2017 - July 2018
Solutionreach
Tier 2 Technical Support
Resolved escalated SaaS issues across healthcare communication, scheduling, messaging, payments, permissions, reporting, integrations, and backend systems while maintaining daily case-resolution expectations.
Tier 2 supportHealthcare SaaSCase ownershipRoot-cause analysis
March 2014 - March 2017
Rise Broadband
Technical Support Supervisor / Tier 2 Training Lead
Supervised support teams in a high-volume ISP environment, led onboarding and advanced technical training, created knowledge resources, supported service-level performance, and improved quality through coaching and standardization.
40+ team scaleISP supportOnboardingKnowledgeQuality improvement
Core capabilities
What I can contribute across a support organization.
Support leadership
Team development, service levels, escalations, workforce practices, operational reviews, and cross-functional leadership.
Cloud customer experience
Amazon Connect, NICE CXone, Salesforce workflows, routing, integrations, automation, analytics, and AWS architecture.
Knowledge & enablement
Onboarding, technical training, coaching, performance support, knowledge structure, governance, and customer education.
Quality & improvement
QA programs, scorecards, calibration, coaching loops, root-cause analysis, Lean improvement, and operational metrics.
AI-assisted support
Agent assistance, manager copilots, knowledge retrieval, interaction analysis, human review, and responsible workflow design.
Technical communication
Architecture diagrams, process maps, prototypes, executive briefs, training content, infographics, and motion.
Platforms & tools
Technology used to support the operating model.
Contact center & CXAmazon Connect, NICE CXone, Five9, Twilio, Salesforce, custom CRM
AWS & architectureLambda, API Gateway, DynamoDB, S3, CloudFront, Route 53, IAM, CloudWatch, Step Functions, EventBridge
Learning & knowledgeMoodle, Articulate, Adobe Captivate, Camtasia, knowledge bases, SCORM concepts
Design & communicationFigma, Illustrator, Photoshop, After Effects, Premiere Pro, Blender, Procreate
Business systemsChargebee, Stripe, SaaS billing, support case management, analytics, workforce and QA systems
Credentials
Technical and improvement disciplines.
Cloud architecture, security, reliability, scalability, and cost-aware design.
Responsible AI concepts, foundation models, automation, and practical business applications.
Contact-center platform concepts, communication services, and CX solution design.
Structured problem solving, root-cause analysis, waste reduction, and process improvement.
Event-driven systems, orchestration, integration, and workflow design.
Human-centered design, visual communication, and AI-assisted creative workflows.