Support operations + practical AI
I combine nearly nine years in contact-center operations with hands-on product work. My focus is simple: help support leaders spot trends, review quality, coach people, and fix knowledge gaps.
Evidence first. Manager reviewed. Built for real support work.
Selected work
Each project starts with a task I know from support work. Public or synthetic data keeps the examples safe to share.
A human-in-the-loop review tool for support teams. It turns synthetic interaction data into evidence-linked scores, trend views, and editable coaching drafts.
Explore team trends, evidence-linked scores, and an editable coaching workflow.
Open live demoA public-data workflow that groups customer feedback into themes and shows what is changing over time.
Designed to turn scattered feedback into a clear action list.
A small Google Apps Script tool that keeps booking calendars in sync through standard ICS feeds.
The prototype will be reviewed and published before this card links out.
What I bring
I have led contact-center teams, coached frontline staff, handled customer issues, and worked inside the day-to-day pressure of support operations. Now I turn that experience into small, testable tools.
Nearly nine years inside contact-center work, from frontline service to team leadership.
A manager's view of what makes feedback useful, fair, and easy to act on.
A clear way to sort raw feedback into patterns that teams can use.
Working prototypes made with AI tools, scripts, and simple web apps.
How I work
Name the user and the decision they need to make.
Use safe data to map the workflow and edge cases.
Build the smallest useful version.
Keep source evidence and human review in view.
Test it with the people who would use it.
Get in touch
I'm open to support operations, customer experience, AI operations, and product-adjacent roles where domain judgment matters.