I identify competitive threats and build working solutions — without waiting for budget approval or a formal mandate.
Background
I bring 10+ years at Apple — starting in support in 2014, advancing through Special Projects by improving agent workflows and support metrics, and ultimately serving as Team Lead Admin on the AMR Commitments Team. That experience building toward Apple's gold standard of customer experience is the foundation I bring to everything I do at COROS, where I now lead AI & Automation and manage a 32-person global support team across the US, Europe, China, and the Philippines.
The AI work at COROS wasn't assigned to me. I saw the competitive gap — Garmin was outpacing us on content, Aissist was costing us $43K a year and producing mediocre results, Zendesk was a $75K annual dependency we didn't need. So I taught myself what I needed, invested my own time, and built working systems that proved their value before they were ever official.
CARA, our AI customer service system, now handles the equivalent workload of 8–12 full-time employees while maintaining 95%+ customer satisfaction. RELAY, the custom support platform I designed from scratch, is built and deployed — a complete replacement for Zendesk. Neither had a formal budget when they started.
That's the pattern I bring to every challenge: find the real problem, build the thing that solves it, measure everything, and move on to the next one.
Experience
How I Work
These aren't talking points. Each one is baked into every system I've shipped — and the results are documented.
Conviction 01
I don't build business cases for AI — I build the AI, measure the results, then present a business case with real data. Proposals are cheap. Working systems with numbers are not. Executives can act on evidence; they can only hope on proposals.
CARA launched without a formal budget. RELAY shipped before it was ever a line item.
Conviction 02
Every system I build is designed to free humans for the work that actually requires humans: judgment, relationships, strategic thinking. CARA handles the volume so my team can handle the complexity. That distinction matters.
95%+ CSAT through a full automation rollout. The team got sharper, not smaller.
Conviction 03
Every external platform you depend on is a cost you can't control, a feature roadmap that isn't yours, and a ceiling on what your team can do. Eliminating that dependency is a competitive advantage. RELAY exists because Zendesk couldn't do what we needed.
$130K in annual vendor costs gone. No external dependencies on critical support infrastructure.
Demonstrations
Not mockups. Not slides. Live, interactive systems with real data behind every number.
Customer Intelligence
12,617 support tickets turned into a real-time intelligence feed — categorized, trended, and surfaced to the team in a coffee break instead of a full business day.
View Demo ↗Business Case
Before/after view of the operational shift at COROS — what support looked like before CARA and RELAY, what it looks like now, and the documented numbers behind every claim.
Explore Dashboard ↗Full Portfolio
Every system built — operational, competitive, revenue intelligence, and leadership impact — with status, outcomes, and the specific problem each one was built to solve.
Browse Projects ↗Results
I'm looking at VP and Director-level roles at companies serious about AI-driven transformation. If that's your team, I'd like to hear about it.