Senior manager with 7+ years scaling SaaS support operations, driving performance metrics, and leading teams through growth.
Download Resume Get in TouchI'm a senior customer care and operations leader with over seven years of experience managing high-volume, SaaS-based support organizations. I specialize in managing managers, scaling workflows, and owning critical service metrics including SLA, backlog, quality, and attrition.
My approach combines deep operational expertise with cross-functional partnership. I work closely with Product, Engineering, and Compliance teams to resolve systemic customer pain points while building strong leadership pipelines through coaching, development, and strategic hiring.
From leading teams through major product launches to building real-time dashboards that improve visibility and decision-making, I thrive in fast-paced environments where delivering consistent, high-quality customer experiences is paramount.
Built a custom form that allows associates to input client information into required fields. The system automatically generates all necessary paperwork, sets up DocuSign documents with proper routing, and creates a pre-populated email in Outlook ready to send.
What used to take 20-30 minutes now happens in under 2 minutes.
Created an API integration that automatically scrapes signed documents from DocuSign and downloads them directly into the correct folder structure. No more manually checking, downloading files one-by-one, and organizing them.
Hunting for unique items at estate sales and auctions. I look for quality furniture, vintage goods, and undervalued pieces that can be cleaned up or revamped. Some I keep, others go to market.
Creating clean, modern websites for small businesses that need an online presence. This site? Built it myself using HTML/CSS. Now scaling this into a service business.
Created an Excel-based meal planner where you input recipes once with all ingredients. Pick meals for each day of the week, and it automatically generates a consolidated grocery list.
I love solving problems and making things better.
If something is slow or frustrating, let's fix it together.