Projects
Work that moved the needle
Build the Scorecard Before the Fire Starts
Most CS teams find out an account is at risk when it's already too late. I built this tool to demonstrate how I approach addressing this issue by inputting the signals that truly matter (login activity, ticket load, NPS, feature adoption, and renewal timeline) and surfacing a risk tier and recommended actions before the relationship deteriorates. It's built on Claude's API, deployed through Cloudflare, and hosted on GitHub. The methodology behind it is the same one I used to drive CSAT from below 80% to a sustained 93% at Net32.
Building a Clinic From the Ground Up
Oversaw the full launch of Well Life Family Medicine's third clinic location, from vendor setup to hiring primary care and mental health providers across both in-clinic and remote roles. Managed multi-state tax registration, supplier and landlord relationships, and technology infrastructure to get the doors open and the operation running from day one.
Every Channel. One Experience.
At Net32, I rebuilt support from the ground up, connecting email, phone, text, and chat into a single omnichannel experience powered by AI triage and smart routing. Customers got faster answers across every channel, phone volume dropped by 60%, and full resolution time fell under 24 hours for the first time in the company's history.
24/7, Four Countries, One Team
When your customers span the globe, a 9-to-5 support team isn't enough. At KIXEYE, I built a Follow the Sun operation connecting teams across the US, Netherlands, Ireland, and the Philippines, designed so that when one team signed off, another picked up without missing a beat. The result was seamless 24/7 coverage, a 50%+ increase in customer retention, and the company's lowest-ever employee turnover.
Scaling Trust: Building a Customer Success Team
I built Net32's customer success function from scratch around a simple idea: the sale is the beginning, not the finish line. What started as one person became an 8-person team that got customers coming back 85 percent of the time and grew their cart size 40 percent year over year, not by chasing renewals but by paying attention.