I help organizations transform their support operations into strategic advantages. With experience scaling teams at Postmates, Found, and beyond, I specialize in the intersection of human expertise and AI-powered efficiency.
Great support isn't about deflecting tickets or hitting handle time targets. It's about understanding your customers deeply, empowering your teams intelligently, and building systems that scale without losing the human touch. I believe the best CX organizations are laboratories for operational excellence—where every interaction generates insights that improve the entire business.
Conference talks, panels, podcasts, and publications where I've shared perspectives on modern CX leadership.
Customer Contact Week, Nashville
Exploring the intersection of AI capabilities and human expertise in delivering exceptional customer experiences.
Boldr
How to prepare your customer experience operations for peak demand and unexpected challenges.
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Stonly
Contributing author to comprehensive guide on modern customer service leadership.
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Supportive: Helping CX Teams Rise
Deep dive into steering your career through uncertainty and how experience in support translates across all departments.
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Happy to Help
Insights about CX fresh from Elevate CX Denver, alongside several peers in the industry.
View ResourceExploring the strategies, metrics, and technologies shaping customer experience.
Deploying AI into your support ecosystem isn't a one-and-done solution. Here's why organizational change matters more than the technology itself.
Read ArticleWhether you're looking to discuss CX strategy, explore speaking opportunities, or just connect with someone who understands the unique challenges of supporting supporters—I'd love to hear from you.
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