Operations, automation, and the people in between.

Consultative discovery

I run needs assessment before I recommend anything. At nineteen, behind a register, that meant asking every customer how they made coffee at home. It made me the top equipment seller in the shop, and it is still how I open in a new role.

Change management in resistant orgs

Adoption stalls hardest where tenure is highest, and that is the segment I want. I have moved three hundred people with no incentive to change from install and environment setup to building automations they now rely on.

Cross-functional translation

I came up through operations rather than engineering, so I learned the technical vocabulary second and still speak both. I can take the same initiative through an engineering review and a room of care coordinators without losing it in translation.

Executive presence under pressure

Six years of hosting live legal proceedings means escalations land with a room full of counsel watching. I stabilize the room first and troubleshoot second, which is why the client relationships have held.

Psychological safety as an adoption lever

Humor is how I de-risk a first session. It is the specific reason a training cohort of nervous non-technical staff opened a terminal for the first time and kept going.

Ground-up domain fluency

I have entered three organizations at the frontline on purpose: delivery driver, hourly support, inbound phones. Each time I was promoted within seven months to two years, twice into a role that did not exist until I started doing it.

AI enablement

• Curriculum design
• Hands-on training at scale
• Change management
• Agentic coding tools
• Prompt and context design
• PHI-aware AI use

Workflow and automation

• Workflow assessment
• Process redesign
• Automation and RPA
• API integration
• Salesforce
• Google Apps Script

Knowledge and documentation

• Knowledge base architecture
• Content inventory and audit
• Editorial standards
• SOPs
• Intake workflows
• Figma process maps

Customer and commercial

• Customer success
• Account management
• Onboarding and adoption
• Retention
• Expansion
• Technical implementation

Building

• Next.js
• Node
• SQLite and PostgreSQL
• Docker
• REST integrations
• Self-hosted infrastructure

Tools I use daily

Claude Code · VS Code · Salesforce · Figma · Jira · Zapier · HubSpot · Intercom · Amplitude · Google Apps Script · Slack · Docker · Next.js · Azure