At Strategy11 - Formidable Forms, I handled 500+ tickets per month with a 98% happiness rating and shipped bug fixes, features, and compatibility updates for Formidable Forms.
I built AI support workflows for Formidable Forms, WP Tasty, and Business Directory. With Python validators and regression tests, I helped reduce troubleshooting time for a complex case from 15–30 minutes to about 10.
I also indexed 602 documentation sources and fine-tuned a local Formidable Forms support model from Qwen 8B with MLX, scoring 95%+ on 120 held-out test cases. I owned escalations, trained colleagues on AI workflows, and created knowledge base and release note templates.
As a freelance WordPress developer, I built and maintained client websites and managed hosting, DNS, updates, backups, security, and performance. At Elementor, I managed support shifts of 11–20 agents and automated agent performance reporting from HelpScout to Google Sheets with Python.
