I've spent 10+ years designing and implementing scalable customer experience operations across B2B and B2C enterprise environments.
I turn manual workflows into repeatable, measurable systems that improve operational efficiency and revenue retention. My work includes building knowledge bases, onboarding programs, and process documentation that help teams scale without proportional headcount growth.
Through a systems-driven approach and continuous optimization, I've maintained 90%+ NPS, reduced response times by 67%, and improved first-contact resolution by 55%.
I lead cross-functional teams, implement customer success tools, and turn recurring customer issues into scalable solutions.
