I build high-density tools for operations teams—QA workbenches, reporting engines, and resilient AI-assisted workflows—and lead the organizations that run them.
Production-grade tools and engines engineered for high-density operations teams.
Operations managers and team leaders were wasting hours manually reconciling agent KPIs (SLA, ART, CSAT, AHT, QA) across fragmented spreadsheets and disparate dashboards, leading to delayed coaching feedback and frequent data entry discrepancies.
Quality auditors and operational supervisors had to switch between multiple tabs (ticket views, moderation queues, internal guidelines, and scorecard forms), causing severe mental fatigue and discrepancies in evaluation criteria across distributed European and LATAM hubs.
Rigid, siloed workforce assignments across 12 disparate client contracts led to chronic under-utilization during off-peak hours on some accounts while other accounts suffered severe SLA breaches during sudden traffic spikes.
Over 14 years across multinational technical operations, including a decade in naval service, taught me that software running in mission-critical environments must be fast, unpretentious, and respectful of the human operator. I build interfaces where every millisecond and pixel directly supports cognitive clarity.
Interfaces designed for dense, repetitive workflows: sub-second updates, zero unnecessary hydration, keyboard navigation, and zero cognitive clutter.
Grounding capacity in worked hours, rigorous incident response, and Lean Six Sigma methodology. Protecting P&L targets without burning out frontline teams.
Strict boundaries for AI assistance in trust, safety, and moderation. Transparent deterministic audits where the human operator retains final decision authority.
Open to strategic advisory, technology leadership, and engineering collaboration for operations teams.
