Professional Experience
I bring over 15 years of experience leading customer experience operations, service delivery, and cross-functional execution—owning outcomes across complex, fast-moving environments.
MICHELIN Connected Fleet
Team Lead & Project Coordinator
Operating across customer experience operations and technical program execution
Scope & Ownership
- Supported end-to-end customer experience operations across 5,000+ customer accounts in North America
- Acted as a central point of coordination between customer support, operations, engineering, and leadership
- Led execution of operational initiatives impacting customer experience, service delivery, and platform performance
- Owned escalation management and resolution for complex customer, operational, and financial issues
Key Contributions
- Co-led a cross-functional initiative contributing to $3.5M+ in revenue recovery, partnering across sales, finance, and operations
- Designed and implemented internal tools and workflows (Power Automate) to improve operational visibility, efficiency, and response times
- Built dashboards and reporting structures to track customer experience performance and operational health
- Contributed to CRM and workflow enhancements supporting the full customer lifecycle and service delivery model
Program & Systems Impact
- Translated business and customer experience objectives into executable workflows, timelines, and system improvements
- Improved operational efficiency and customer experience consistency through process standardization and automation
- Strengthened alignment between customer-facing teams and internal operations, reducing friction across the lifecycle
- Operated across CRM, billing, and support platforms to ensure continuity, visibility, and scalability of the customer experience
Career Foundation
Prior to and alongside my work at Michelin Connected Fleet, I built a strong foundation across technology, operations, and program execution in both government and enterprise environments.
I began as a Computer Scientist in a 24/7, Top Secret SCI environment, building a foundation in systems administration, infrastructure, and mission-critical operations.
I then advanced into technical support and service delivery, developing expertise in resolving complex issues and improving systems that shape the customer experience.
From there, I moved into project execution—leading initiatives across teams and aligning technical work with business outcomes.
Today, my focus is on business processes, systems architecture, and strategic leadership—designing the systems that enable organizations to scale.
Selected Achievements
15+ Years
Technology, operations, and program leadership experience.
10+ Teams
Led and coordinated cross-functional teams across customer experience, support, IT, and product
Multi-System Ownership
Implemented, optimized, and supported CRM, support, billing, and analytics systems.
20–40%
operational efficiency improvements.
$3.5M+ Revenue Impact
Supported bad-debt recovery and sales initiatives contributing to improved revenue outcomes.
5 Company Awards (2024)
Recognized for high-impact delivery across operations and special initiatives.
Tools & Platforms
CRM, Customer Success,
& Service Platforms
Digital Marketing
& Brand Platforms
Creative & Digital
Design
Project, Program, &
Work Management
Web Design, Domains,
& Hosting
GoDaddy (domain management, DNS, hosting coordination)
SSL / HTTPS Management
Revenue, Payments,
& Commerce Systems
Automation
& Integration
Power Automate
Zapier
Workflow & process automation
IoT platforms and connected device ecosystems
Analytics, Reporting,
& Insights
Development, Data,
& Technical Skills
Microsoft Ecosystem:
Productivity & Collaboration
Microsoft Ecosystem:
Systems & Identity
Infrastructure, Identity,
& Security
From Experience to Execution
My background informs how I execute today—designing systems, aligning teams, and delivering outcomes with discipline and intention. Experience is only valuable when it translates into results, and that’s where I focus my energy.