At Humach, I helped design and implement a centralized escalation process, taking ownership of more than 3,000 customer cases annually and reducing incomplete or error-prone escalations from approximately 25% to 3–5%.
I trained approximately 15 escalation specialists and supported sales and customer conversion initiatives. Returning customers converted from lead to order at 8%, new inquiries at 20%, and the program generated approximately $150K in revenue.
Earlier, as a Civil Engineering Consultant at Talpa BCC and Roscrea Developments, I worked on feasibility studies, site workflows, and contractor coordination. I also independently manage a residential construction project, applying my civil engineering knowledge to planning, scheduling, budgeting, and issue resolution.
