At Your ICP, a Wheelhouse Enterprises company, I designed retention architecture that sustained 96% retention and supported 30% year-over-year growth across a portfolio of 500+ clients.
I build the operational infrastructure behind consistent service delivery: lifecycle SOPs, KPI systems, QA frameworks, escalation governance, and CRM reporting across Salesforce, HubSpot, JIRA, and Pipedrive. I’ve also redesigned multi-layer organizations, coached managers, and connected Voice of Customer feedback to Product and Marketing roadmaps.
Earlier, I built Wheelhouse Enterprises’ QA function from the ground up and led national customer support operations at Nextel Communications and Sprint, using coaching, root-cause analysis, and workflow redesign to reduce churn and improve service reliability.
