My work - Case studies in shipping interfaces and operational systems.

On the Customer Support Business Operations team I run knowledge operations as a program across two lines of business — Finance (Collections and Payment Resolution) and Ecommerce (cross-border fulfillment across LATAM markets). Both LOBs share the same underlying failure mode: specialists answering the same routine questions in slightly different ways, escalations stacking up because answers live in someone's head, and authority-dependent edge cases drowning in the same queue as questions the SOP already covers.

My role spans the program work — discovery with team leads, SOP design, stakeholder alignment across operations, training, and analytics — and the technical infrastructure that makes the program scale: a local TypeScript multi-agent orchestration system that automates how knowledge content is generated, validated, and kept aligned with live operational conditions. The combination is the point. The SOPs move the metrics; the agent system keeps the SOPs trustworthy as the business changes underneath them.

Prestige Financial Services managed an auto-finance debt collection portfolio of 43,000+ accounts valued at $1.1B, but ran day-to-day operations across six or more applications simultaneously — Phoenix as the core system, plus MuTrak, Invotra, TalkDesk, Word, and Power BI. The tool-switching tax was crushing agent productivity and onboarding: in 2022, Prestige hired 50 new agents and had only 3 remaining by year-end.

I was the front-end engineer on the rebuild — translating the UX research and design work into a production Blazor interface that consolidated outbound calls, inbound responses, messaging, payments, documents, and account management into a single learnable workstation.

Rebuy Engine sits inside merchant Shopify themes as widgets that drive upsell, cross-sell, and personalized recommendations. When something breaks on a merchant storefront, the cause could be the widget, the theme, an unrelated third-party script, or the merchant's purchasing or inventory data — and the answer is rarely obvious from a screenshot.

My job was to find the actual root cause, fix it where the fix belonged, and communicate the result back to the merchant in language a non-engineer could act on.

Atomic Deposit lets customers connect their payroll accounts to any financial institution, anytime. I built and debugged the JavaScript connectors that make that happen — reverse-engineering authentication flows, inspecting the DOM, and pairing with DataDog instrumentation to keep performance healthy in production.

Big-D Construction ran its proposal pipeline through a legacy Excel-based process across regional and statewide offices. The system worked, but it scaled poorly — every new proposal multiplied the number of static spreadsheets in flight, fragmented inputs across teams, and made it hard to reuse content or track work in motion. My mandate was to replace it: integrate a CRM-based proposal workflow across the firm and make it stick.

I held the explicit Product Manager role on this work. The brief was open-ended ("integrate a CRM") so I started where any PM rollout has to start — a gap analysis of the existing Excel-based process against what the business actually needed the new system to do. From there: workflow redesign, cross-department alignment, phased rollout, organization-wide training, and validation of the new system under live proposal volume.