Fifteen years, in detail.

Knowledge Base and Workflow Specialist

The AI, knowledge and workflow seat for Care Coordination, with a company-wide remit for AI enablement.

• Built an automation that detects session cancellations and triggers immediate outreach, producing roughly a 50% improvement in yield from clients whose sessions were canceled.
• Built an RPA integration that moves session notes into a partner EMR, saving roughly 30 hours a month.
• Secured Salesforce API access and a custom knowledge service integration, built by the Salesforce team at my request, to make programmatic automation possible.
• Trained 300 employees hands-on in Claude Code and VS Code, taking non-technical teams from install and environment setup to writing their own working automations.
• Designed the six-week AI Fluency curriculum that set the company standard for AI literacy, covering PHI handling, prompt construction and problem framing. Every participant brought a real problem of their own and left with a working automation.
• Designed and ran the company-wide AI Hackathon: about 30 teams, a realtime submission display I built in Apps Script, and a shipped outcome now in production.
• Own the 425+ article Salesforce knowledge base, the content inventory, the Slack intake workflow for requests, and the workflow documentation in Figma.

Care Coordinator

• Ran a high-volume inbound queue helping people find a therapist, then converted that front-line knowledge into the documentation and workflow standards now used department-wide. Promoted in seven months into a role built around the work I had started doing.

Founder and Principal

• Founded and still operate a legal-tech services business supporting remote mediations and arbitrations. $200K+ in revenue, built and run entirely by me.
• Cold-started it through the national professional associations for mediators and arbitrators, training attorneys and neutrals to run their own virtual proceedings, then hosting proceedings directly for the ones who preferred it.
• Retained a demanding professional client for six years. That client twice asked me to raise my rates.

Customer Success Manager

Venture-backed SaaS. Joined as an hourly support specialist, promoted to CSM in about seven months.

• Owned $400K ARR across 140+ accounts and 3,000 users, running the full lifecycle from onboarding through renewal, plus AR, billing and subscription management.
• Led technical implementations across SSO, SCIM and browser compatibility, working directly with the enterprise IT teams at household-name software customers on configuration, key exchange, testing and provisioning.
• Expanded a public SaaS customer by 20 seats to cover their entire executive assistant team.
• Held a major enterprise account together for months by anticipating the needs of a stakeholder who didn't like me. On my exit call she told my leadership the account wouldn't have existed without me.
• Built onboarding end to end, including the help center, how-to videos and demos, and served as platform subject matter expert for every new hire.

Account Manager

• Managed 100+ wholesale accounts including the company's largest customer.
• Grew that largest customer, a national coworking chain, from roughly $95K to an estimated $300–400K annually over 18 months, expanding from two locations to the entire Denver metro and winning their whole-bean supply after account relationships surfaced that they were changing suppliers.
• Implemented the company's first CRM alongside the head of sales, standardizing how relationships were tracked and handed to sales.
• Served as technical point of contact for the roastery and every branded location, repairing espresso equipment and running the internal AV network.

Account Manager and Service Technician

• Started in production and worked up through barista, food program lead and assistant manager before the owners moved me onto the wholesale team to own about 100 accounts across the Tampa area.
• Factory-trained by La Marzocco in New York to install and repair commercial espresso equipment, and built a tiered preventative-maintenance service plan, costed to parts and tooling, for ownership.