About Me and My Approach

With over 15 years leading customer operations at Zapier, Zendesk, Reputation, and ServiceMax, I've seen what happens when companies chase efficiency without structural clarity and what's possible when performance and people are aligned intentionally.

 

Most consultants bring a framework that worked somewhere else. I don't.

I bring emotional intelligence, direct operating experience, and a disciplined curiosity about what actually works. I continuously study AI and its practical application in organizations through MIT, Harvard, and ongoing independent research because responsible adoption requires leaders who understand it deeply. And what I've learned reinforces what I've always known: technology doesn't fix structural problems. It exposes them.

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I start inside your organization, using your team's knowledge, your customer data, and your leadership realities to design solutions that strengthen the post-sale customer journey and fit how your business actually operates. You get strategic clarity on structure, accountability, and technology adoption without destabilizing the culture that got you here.

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When it comes to AI, the goal isn't a perfect strategy before anyone acts. It's identifying where AI can move quickly, low risk and high impact, and building from there. A well-chosen first initiative delivers a proof point your leadership team can see, report, and build on. That's what earns the confidence to go further.

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This work is iterative by design. The goal is that you leave more capable, not more dependent.