I build tools for operations teams: QA workbenches, reporting engines and dependable AI-assisted workflows. I also lead the organizations that run them.
Production-grade tools and engines built for high-volume operations teams.
Operations managers and team leaders were losing hours reconciling agent KPIs (SLA, ART, CSAT, AHT, QA) by hand across scattered spreadsheets and dashboards. Coaching feedback came late and data entry errors were common.
Quality auditors and supervisors had to jump between several tabs (ticket views, moderation queues, internal guidelines and scorecard forms). It wore them out and led to inconsistent scoring across the European and LATAM hubs.
Each of the 12 client contracts had its own fixed team. Some accounts sat idle during quiet hours while others breached their SLAs when traffic spiked.
Ten years in the Navy and 12+ years leading multinational technical operations taught me that software for mission-critical work has to be fast, plain and respectful of the person using it. I build interfaces where every millisecond and pixel helps the operator think clearly.
Interfaces for dense, repetitive work: sub-second updates, no unnecessary hydration, keyboard navigation and no visual clutter.
Capacity planned in worked hours, disciplined incident response and Lean Six Sigma methods. Hitting P&L targets without burning out frontline teams.
Clear limits on AI assistance in trust, safety and moderation. Transparent, deterministic audits where the human operator makes the final decision.
Open to advisory work, technology leadership roles and engineering collaboration with operations teams.
