Embedded Finance / Fintech

• Designed and implemented an automated escalation workflow connecting FreshService, Slack, and Linear, reducing manual escalation effort and improving engineering intake consistency
• Led incident response for high-impact platform issues, reducing time-to-resolution by improving coordination across engineering and operations
• Built operational dashboards across FreshService Analytics, Power BI, Looker, and Datadog, increasing visibility into support performance and escalation trends
• Standardized partner issue intake and escalation processes, reducing cross-team friction and improving triage consistency
• Prototyped AI-assisted workflows (Claude, ChatGPT) to enhance ticket triage, reducing repetitive analysis and improving categorization accuracy

Logistics / Supply Chain

• Translated user needs and product ideas into structured user stories and implementation-ready requirements, reducing ambiguity between product and engineering during development cycles
• Identified usability and workflow friction points through testing and analysis, improving overall product experience and reducing user confusion
• Performed structured QA testing and created reproducible defect reports, reducing back-and-forth during releases and improving release reliability
• Collaborated with product managers and designers to validate features and UX decisions prior to release, increasing confidence in shipped changes
• Improved front-end consistency by refining component behavior and interaction patterns across the platform, reducing inconsistencies in user experience

Real Estate / Property Management

• Led brokerage operations, coordinating workflows across agents and stakeholders.
• Implemented process improvements to increase operational efficiency and KPI visibility.
• Analyzed housing and rental market data to support pricing and strategy decisions.
• Built operational reports and presentations to communicate performance trends.

• Led implementation planning for SMB and enterprise clients adopting Microsoft cloud solutions.
• Identified recurring integration challenges and developed repeatable enablement approaches.
• Designed training frameworks for organizations transitioning to Microsoft 365.
• Created reporting templates to surface adoption trends and renewal risk signals.