For hiring conversations.
A concise record of roles, scope, and impact. For the fuller picture of how I think, start with About or the Case Studies.
Companies willing to take meaningful swings.
I am drawn to teams solving hard problems and making ambitious moves, where someone who can bring structure to complexity without slowing the business down is genuinely useful. Titles matter less to me than the opportunity to build, improve, and help a strong team do its best work.
- Most recently Head of Customer Operations, owning the systems, reporting, and team behind a customer-facing organization.
- Maintained 98% annual customer retention across a personally managed enterprise portfolio (2018 to 2021).
- Led a recovery effort that resolved approximately 900 customer cases across three consecutive weekends (2024).
- Partnered with the systems team to automate installation review approvals within the CRM, with approximately 70% of reviews approved automatically, reducing manual review work.
- Rebuilt order and escalation operations inside the CRM the company already had. No re-platforming, measurable adoption.
- Redesigned the customer lifecycle as a framework with named owners and a health signal for each stage.
- Put AI and automation into the workflow where the pattern was clear, and kept a person in the loop where it was not.
A résumé shows outcomes. An interview usually reveals how someone thinks.
Here are a few questions I believe are worth answering upfront. They cover how I build, how I lead, what I have learned, and the types of problems that bring out my best work.
The full résumé, as a PDF.
The interview is a conversation.
For hiring managers, founders, or executive teams. I am happy to talk about the role, the operation, and where I could add the most value.