Nashville, Tennessee, United States
Architected and operate a production e-commerce and operations platform supporting real customers, live transactions, and end-to-end business workflows.
Own the full lifecycle from concept through deployment — including system design, engineering, customer experience, operational tooling, and ongoing platform reliability.
Role Focus: Solutions Engineering • Platform Engineering • Customer-Facing Engineering • Technical Support • API Integrations
Key Contributions
Built and deployed a full-stack production platform using React, Firebase, Cloud Functions, and Stripe supporting authentication, payments, custom workflows, and admin operations
Designed secure checkout and invoicing infrastructure with Stripe and serverless architecture
Developed an internal operations portal to manage orders, documents, communication, and manufacturing workflows
Created customer-facing onboarding flows and tooling supporting real paying customers
Diagnosed and resolved production issues across application logic, integrations, authentication, and data layers
Continuously improved platform reliability, usability, and operational efficiency
Translated real-world customer friction into shipped product improvements
Impact
Powers live business operations and revenue-generating transactions
Reduced manual administrative work through workflow automation
Delivered a stable, production-ready platform used for daily operations
Tech
React • JavaScript • Firebase • Firestore • Cloud Functions • Stripe • Node • REST APIs • Authentication • Admin Systems
Nashville, Tennessee, United States
Supported enterprise customers in designing, implementing, and optimizing API-driven SaaS integrations across pre-sales and post-sales environments.
Partnered cross-functionally with Engineering, Product, Sales Engineering, and Customer Success to deliver scalable technical solutions and ensure successful production deployments.
Role Focus: Solutions Engineering • API Integrations • Technical Troubleshooting • Customer-Facing Engineering • Implementation
Key Contributions
Designed and supported API integrations for enterprise clients, improving data reliability and operational workflows
Led technical discovery conversations to understand customer architecture, requirements, and integration strategy
Investigated and resolved high-impact production issues involving authentication, data consistency, and system edge cases
Conducted API testing, debugging, and root cause analysis to maintain platform stability
Identified technical risks early and guided mitigation strategies to protect customer deployments
Authored technical documentation and enablement resources adopted across internal teams
Partnered with go-to-market teams to scope and deliver tailored integration solutions
Impact
Strengthened customer trust by resolving complex technical challenges
Reduced deployment friction through repeatable onboarding frameworks
Enabled scalable integrations supporting enterprise production environments
2020 — 2020
Nashville, Tennessee, United States
Managed post-sale client relationships and campaign performance for a portfolio of digital marketing accounts, serving as the primary point of contact and trusted advisor. Focused on retention, measurable outcomes, and long-term client success.
Role Focus: Customer Success • Account Management • Client Strategy • Retention
Owned day-to-day client relationships across multiple industries, ensuring performance alignment and business impact
Monitored campaign KPIs, analyzed results, and provided actionable insights to improve ROI, engagement, and conversion
Led regular strategy calls, performance reviews, and executive updates to ensure alignment and clarity
Collaborated cross-functionally with sales, marketing, operations, and product teams to deliver successful outcomes
Proactively identified risks, resolved issues, and strengthened retention by managing expectations and execution
Supported renewal and upsell efforts through strategic planning and relationship management
Impact
Strengthened client trust through proactive communication and measurable performance guidance
Reduced churn risk by identifying issues early and leading resolution efforts
Helped clients translate data into meaningful business outcomes
2017 — 2019
Cambridge, Massachusetts, United States
CarGurus — Customer Success Leadership Path (2015–2019)
Advanced from Client Services Representative to Manager of Customer Success during a period of rapid company growth. Built and scaled the Customer Support organization from the ground up, leading a 20+ member team and consistently achieving 90%+ CSAT. Earned President’s Club Award (2017) for leadership and impact.
Role Focus: Customer Success Leadership • Operations • Team Management • Retention
Led and scaled the Customer Success Support organization, managing daily operations, coaching, and strategic execution
Built support policies, processes, KPIs, and knowledge base infrastructure from scratch
Developed onboarding, training, and continuous feedback frameworks to improve resolution speed and team effectiveness
Used data analysis and trend identification to drive efficiency improvements and proactive customer support strategies
Partnered closely with Product, Sales, and Marketing to ensure customer feedback informed roadmap and GTM motions
Consistently maintained 90%+ CSAT and drove measurable retention outcomes during hypergrowth
Impact
Scaled support operations while maintaining quality and customer satisfaction
Strengthened team performance, promotion readiness, and operational maturity
Recognized with President’s Club Award for leadership and business impact
Cambridge, Massachusetts, United States
Led and coached a 16-member Customer Success Support team in a fast-paced, high-growth environment. Oversaw daily operations, performance management, and professional development to ensure consistent quality and efficiency.
Role Focus: Leadership • Performance Management • Customer Success Operations
Defined and implemented KPI frameworks focused on throughput, quality, and response time
Conducted QA reviews, monitored team performance, and led regular 1:1 coaching sessions
Built a structured feedback and training framework to enhance agent effectiveness
Partnered with Product and Operations teams to improve support workflows and tooling
Contributed to CSAT growth, reliable performance delivery, and internal promotion readiness
Impact
Improved team efficiency and quality through structure and coaching
Built scalable processes that supported CarGurus’ continued hypergrowth
Education
General Assembly
Certificate of Completion
Berklee College of Music
Coursework Toward Bachelor’s Degree
Dean College