Turning service data into measurable results. 

Making high-volume support run better, for more than a decade.

Over more than 10 years across e-commerce and telecom, the work has run through voice, email, chat, SMS, and social support at real volume. Joining T-Mobile in 2013 as an agent and moving into team management by 2015, then leading a Level 2 service operation at Wayfair from 2020 to 2026, the focus stayed on one thing: the workflows, coaching, and tooling that let a team hit its numbers.

At Wayfair, daily leadership covered a 22-person operation accountable for CSAT, quality, handle time, productivity, and SLA, handling roughly 800 customer contacts a day. A newly trained team, taken over and coached, became the number one team across the entire enterprise within three months. Identifying, testing, and rolling out an automation tool cut team Average Handle Time from 489 to 374 seconds in a single month, saving about 135 hours of handling time and prompting the company to reset its handle-time goal. Leading the customer-side audit of an agentic AI support pilot meant reviewing more than 10,000 AI-handled interactions and driving dozens of adopted fixes, including corrections where responses strayed from company policy or regulatory requirements.