At Burris Company, I lead multi-site and remote customer service, technical support, warranty, repair, and logistics operations. I standardize workflows and operating practices to improve service delivery at scale.
I've modernized digital and voice support with Zendesk AI Answer Bot and RingCentral CX, achieving 37% AI-enabled ticket deflection. Through process redesign, training, performance management, and technology improvements, I've reduced warranty turnaround by 20% while sustaining 95%+ CSAT.
I lead enterprise SaaS implementations and integrations from requirements through deployment, translating operational needs into routing, automation, and scalable system solutions. My work across SupportSync, Narvar, Stripe, Zendesk Support, Oracle JDE, and RMI Laser has reduced manual work and improved forecasting and inventory accuracy by 15%.
I partner closely with Finance, Operations, Sales, Marketing, Engineering, and executive leadership to turn strategic priorities into actionable projects. Those efforts have generated approximately $500K in annualized savings through automation, freight optimization, workflow improvements, and operating-cost reductions.
