Led CX, Operations, Warehouse, Returns, and Facilities with full ownership of routing design, AI strategy, and return fraud prevention. Served as primary operational escalation point and CEO advisor on P&L impact and strategic initiatives.

• Recovered $6M in stranded inventory through return fraud prevention system, workflow redesign, and chargeback prevention strategy
• Consolidated 27-agent contact center into 5-person AI-supported team while improving accuracy 30% and reducing escalations 40%
• Designed and implemented return fraud prevention system identifying serial returners and item condition protocols
• Designed omnichannel routing logic across voice, chat, SMS, and email with decision trees, fallback paths, and escalation flows
• Built VOC frameworks, operational dashboards, knowledge systems, and cross-functional governance models
• Partnered with Product, Engineering, and IT to enhance checkout flows, returns logic, and conversational AI capabilities

Led CX and operations for national laboratory supply distributor during high-velocity growth and supply chain constraints.

• Redesigned routing and escalation workflows across phone, chat, and email during extreme volume and national shortages
• Implemented HubSpot CRM with workflows, routing rules, automation, and dashboards
• Created standardized SOPs, training programs, and crisis communication templates
• Developed error tracking, returns reporting, and operational insights models

Directed CRM design, routing workflows, and multi-state operations.

• Implemented Salesforce with routing logic, workflow automation, and reporting structures
• Opened and operationalized Casper, WY location; supported expansion into 7 states

Provide consulting on routing logic, workflow design, AI orchestration, journey mapping, and return fraud prevention for medical, retail, and consumer brands.

• Design omnichannel workflows and routing improvements
• Build AI orchestration systems including conversational flows, agent assist logic, and knowledge guidance
• Diagnose operational failures and present root cause analysis with phased solutions