Experience Highlights
Experience Highlights
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I improve how organizations operate by diagnosing complex problems, identifying hidden dependencies, and designing practical solutions that help people and processes work more effectively at scale.
Selected Impact
Selected Impact
Designed the operating and LMS framework used to bring 11 independently managed development programs into a standardized environment, enabling consistent administration, automation, completion tracking, and measurement.
Led and developed teams of up to 40 across customer experience, contact center operations, technical support, quality, and learning environments.
Led the migration and restructuring of 2,000+ knowledge articles into a centralized CRM platform, creating a more organized and accessible knowledge environment for frontline support.
Replaced a paper-based refund process with a trackable digital workflow, introducing automated notifications, shared visibility, and reportable operational data.
Problems I've Solved
Problems I've Solved
Turning a strategic mandate into an operating model
Turning a strategic mandate into an operating model
When leadership mandated that 11 independently managed development programs move into the LMS, there was no common structure for administering, tracking, or measuring them, and many program managers had little familiarity with the platform. I designed how these programs would operate within the LMS, including structures for enrollment, content, completion tracking, and automation. I also created an intake and consultation process to help program managers translate live programming into structured, measurable learning experiences.
Untangling an integration nobody fully understood
Untangling an integration nobody fully understood
When an LMS integration stopped reliably transferring completion data, I reconstructed undocumented system behavior, learned to interpret integration audit data, and partnered with the platform vendor to isolate failures. I documented what I learned and later applied that knowledge to solve a separate configuration issue through end-to-end testing, enabling automated completion processing.
Turning frontline needs into technical requirements
Turning frontline needs into technical requirements
During a transition to a restrictive virtual desktop environment, capabilities the team needed to perform its work were being treated as optional user requests. I reframed those needs as operational requirements, surfaced dependencies and technical constraints, and coordinated across stakeholders to help move a stalled pilot toward rollout.
Building structure during operational disruption
Building structure during operational disruption
During a major Hilton system transition affecting 500+ employees, I stepped into an operational liaison role as frontline support teams encountered widespread live issues. I represented the Help Desk during cross-functional troubleshooting and helped build clearer knowledge, communication, and escalation structures to support the team through the transition and beyond.
Career Snapshot
Career Snapshot
GP Strategies
GP Strategies
Customer Solutions Manager | 2024–Present
Customer Solutions Manager | 2024–Present
Norwex USA
Norwex USA
Training & Support Administration Manager | 2020–2023
Hilton
Hilton
Progressive Customer Experience, Contact Center & Operations Leadership Roles | 2007–2020
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