Senior Operations & Program Manager with 15+ years turning chaos into clarity across SaaS, B2C, and B2B platforms serving millions of users.
I'm often called a translator — I turn leadership brainstorms into actionable feedback and decode technical jargon for non-technical teams. I do my best work when it involves turning chaos into clarity, and I'm passionate about building systems that actually work for humans.
I believe in transparency and work to provide big-picture results with a strong attention to detail. My goal is to meet the needs of the organization while also promoting a positive experience for customers, clients, and people-facing teams.
Brought in to overhaul and scale support ops for multiple ed-tech platforms serving millions of global users. Led automation and chatbot strategy, reworked workflows, integrated Zendesk, Ada, Ultimate, and Zonka. Became the connective tissue between support, engineering, legal, marketing, and product — keeping everything both strategic and compliant.
Led CX for a premium audio brand and modernized the entire support ecosystem. Rolled out Zendesk workflows from scratch, launched a Help Center that cut inbound volume by 33%, and integrated AI tools to improve resolution times. Translated between tech teams, vendors, and customers to help a high-end brand support high-end customers.
Transitioned the company from inbox chaos to structured support in Zendesk, improved ticket resolution by 48%, and built a multi-brand support model from the ground up. Led vendor negotiations, cut costs, and partnered with sales and analytics across the client lifecycle. Ten hats — somehow all fitting.
Promoted to Senior Advisor within 4 months. Handled complex escalations across iOS, macOS, hardware, software, and cloud services. Trusted with security-sensitive cases and cross-team overflow. Where I learned to troubleshoot anything — tech, people, process — and fell in love with solving operational problems before they became messes.
Became the go-to for anything smartphone-related. A new role — "Data Mentor" — was created for me, traveling to stores to train technicians and sales reps and running sessions for customers on emerging tech. Moved into Tier 2 support while continuing to train across teams.
A PWA built for brains that work differently.
A neurodivergent-first productivity app designed around how ADHD and autistic brains actually function — not how hustle culture thinks they should. Habit tracking with flexible weekly grids, todo management with gentle priority systems, a scheduler with smart defaults and color categories, and a journal with mood tracking, custom prompts, and printable pages featuring hand-drawn doodle art.
Built from scratch as a solo full-stack project. The brand voice — "cozy nihilism" — deliberately rejects toxic positivity in favor of darkly comforting honesty about executive dysfunction, burnout, and the absurdity of existence.
Currently building a cozy farming sim with unique mechanics and a satirical twist. Handling design vision, narrative elements, and project planning — a crash course in Unity development from someone who'd never touched C# before.
Ongoing freelance and contract VO work spanning radio on-air personality, indie game voice acting, AI model voice training, and professional IVR recording. A throughline from college to now — different mediums, same voice.
Making content since 2019 — true crime docs, gaming, book chats, tutorials. Started streaming in 2020, grew a community through gaming and co-working sessions. Everything self-produced: scripting, recording, editing, and posting.
So you should reach out.