• Promoted to Head of Operations with full P&L responsibility and interim COO authority; led CX, Operations, Warehouse, Returns, and Facilities

• Recovered 60,000 units ($6M value) of orthotic footwear across warehouse backlogs, closed retail locations, unprocessed DC shipments, and mislabeled inventory; improved inventory accuracy in Amazon FBA.

• Expanded AI orchestration across operations, including conversational flows, agent-assist logic, and knowledge guidance systems; ensured governance, adoption, and measurable performance.

• Designed operating cadence and governance across contact center, warehouse, and returns; audited vendor relationships and eliminated non-performing contractors.

• AI outcomes (agent architecture + deployment)

  • Selected and deployed Gorgias AI + Flip AI; architected “Ava” AI agent with personality, parameters, governance guardrails, and escalation logic.

  • Implemented Flip AI voice to eliminate IVR and deliver real-time responses; unified omnichannel ticketing in Gorgias AI across email, chat, and escalation routing.

  • Designed taxonomy (tags, categories, dispositions) and built macros and workflows to measure escalations, speed agent task completion, and drive higher FCR.

  • Built dashboards tracking AI performance, accuracy, escalation patterns, and trends; ran weekly iteration cycles using live operational data.
    Results (AI)

  • Improved AI accuracy 30% and reduced escalations 30% within 30 days.

  • Reduced peak-time queueing to near-zero with 24/7 instant responses and intelligent routing to specialists for complex cases.

  Team development

  • Led organization-wide ChatGPT adoption and enablement; taught teams practical use cases for scheduling, communication, training, employee engagement, and task automation.

  • Developed 5 managers into effective operators through training, coaching, and clear operating rhythms.

• Consolidated the contact center model to a lean expert team and rebuilt governance (help desk architecture, taxonomy, SOP framework, training redesign, and incentive realignment) to reduce preventable refunds and rework.

• Built VOC and operational dashboards that made patterns visible and drove weekly performance improvement.

• Owned Return Policy Update

• Provide operational transformation and CX strategy for organizations implementing AI at scale.

• Design support operating systems: intake, triage, routing, escalation paths, knowledge base governance, QA sampling, and KPI dashboards.

• Build AI governance and rollout frameworks so teams automate repeatable work without automating dysfunction.

Selected consulting builds

• AI-powered support system (Zendesk AI + Copilot): built complete support infrastructure for a high-growth construction company. Designed the help center and knowledge base from scratch, implemented workflows and governance guardrails, configured AI deflection, and structured intake fields (budget, timeline, preferences) to improve prioritization and planning. AI now handles ~40% of inquiries autonomously with proper escalation and stronger data capture.

• Custom GPT with guardrails (KM Market Brand Research): built a custom GPT for executive-level market intelligence with evidence-first standards (no invented numbers), clear separation of facts vs assumptions, credible-source prioritization, and repeatable outputs (brief/report/deck). Used it to redesign a small business client’s strategy and 30/60/90 plan, driving a 25% sales increase in week one after launch.

• AI-assisted operational process redesign (ChatGPT): analyzed client process documentation, identified inefficiencies and root causes, mapped decision logic, and designed future-state workflows. Reduced time-to-recommendation from weeks to days while increasing clarity and implementation readiness.

• CRM (Salesforce) design, routing workflows, and multi-state operations; supported expansion into 7 states.

• Led the transition from residential to commercial operations, landing and managing the company’s first commercial project and establishing the operational playbook for future commercial work.

• Opened and operationalized a new location; built playbooks and a cross-functional operating cadence.

• Local Marketing strategy and community engagement