I help organizations build clarity, structure, and momentum across customer experience, operations, and insights programs.

• Delivered journey mapping, SOP frameworks, and CX playbooks for medical, retail, SaaS, and consumer products.
• Implemented AI chat, voice, routing, and knowledge systems that reduced customer effort and improved team accuracy.
• Built Power BI and Google Data Studio dashboards for churn, contact drivers, revenue recovery, and theme analysis.
• Partnered with product teams using VOC insights, complaint patterns, pilot feedback, and opportunity sizing.

• Reconstructed Customer Experience (CX) operations by streamlining a 27-agent team into a five-person AI-supported unit, significantly enhancing accuracy, ownership, and resolution speed, resulting in a 30% increase in first contact resolution and a 40% reduction in escalations.
• Spearheaded the implementation of Gorgias AI and Flip AI systems by designing knowledge bases, macros, and training frameworks while ensuring seamless team adoption through comprehensive organization-wide training on Shopify Plus, CX platforms, product knowledge, and operational systems.
• Directed operational turnaround as Acting General Manager post-logistics head departure, overseeing warehouse operations, safety protocols, staffing structure, procurement strategies, and facility management while recovering $6 million in stranded inventory and clearing legacy returns backlog to enable 3PL transition.
• Collaborated with cross-functional teams to drive business results by building dashboards connecting CX metrics with inventory, fulfillment trends, VOC insights, and financial data; simultaneously influenced marketing/product improvements including FSA/HSA eligibility updates and enhanced checkout/accessibility features.

• Spearheaded customer experience, training, compliance, and communication operations during the COVID-19 pandemic, achieving the highest NPS in the medical supply industry amidst global shortages and high demand.
• Designed and implemented HubSpot CRM workflows, automations, reporting tools, chat systems, and knowledge guidance to optimize both sales and customer experience processes.
• Authored educational materials, FAQs, and crisis communications for customer outreach while training physicians, lab directors, universities, and government agencies on COVID testing technology and safety protocols.
• Developed comprehensive onboarding programs and operational documentation including SOPs, training guides, PIPs, department guidelines, and performance metrics to improve accountability across teams.

• Spearheaded the implementation of Salesforce as the system of record, creating workflows, automations, reporting tools, territory planning frameworks, lead routing processes, and sales pipelines that enhanced visibility and accountability across teams.
• Authored and delivered training for a comprehensive sales playbook that improved conversion rates, shortened sales cycle lengths, and standardized customer interactions.
• Opened and operationalized the company’s first Wyoming office, overseeing staffing, training programs, and state-wide expansion into multiple territories.
• Negotiated and secured Green Vista’s first major commercial contract by collaborating with insurance carriers, public adjusters, and legal representatives over several months to finalize terms.

• Improved operational efficiency by implementing and training teams on eClinicalWorks EHR, resulting in enhanced accuracy of charting, scheduling, referrals, and billing workflows.
• Designed and led HIPAA compliance training programs; created standardized documentation for patient privacy, release procedures, and secure communication protocols, ensuring regulatory adherence.
• Developed comprehensive training programs for front office staff, clinical support teams, and new hires to streamline onboarding processes during periods of rapid patient growth.
• Created performance dashboards in Excel to monitor patient flow, appointment utilization, coding accuracy, and operational efficiency; designed SOPs for scheduling, patient intake, follow-up care, and billing escalation pathways to enhance overall clinic operations.

Completed the Introduction to Financial and Managerial Accounting course at Massachusetts Institute of Technology, gaining foundational knowledge in financial reporting concepts and managerial accounting principles to aid decision-making processes.

Completed a High School Diploma program with a concentration in Nursing Technology, gaining foundational knowledge in nursing practices and healthcare fundamentals.