Customer Success & Agile Leader
Transforming Vision Into Measurable Impact
6+ years building scalable customer support infrastructure and operational excellence programs. I translate complex challenges into strategic solutions that drive growth and exceed expectations.
$5M+
Revenue Generated
92%
AI Accuracy
About Me
Strategic Leader. Innovative Thinker. Results Driver.
I'm a Customer Success Program Manager & Agile Delivery Leader with deep expertise in AI-powered support systems, cross-functional program delivery, and data-driven customer growth initiatives. I thrive in high-growth, ambiguous environments where I can build scalable solutions from the ground up.
Strategic Thinker
Team Leader
Results Driven
Adaptable
Core Competencies
Areas of Expertise
Customer Success Program Development
Building scalable infrastructure and processes that drive customer retention and growth.
AI/ML-Powered Support Systems
Designing and implementing intelligent automation for operational excellence.
Agile Program Management
Cross-functional stakeholder alignment and sprint-based delivery methodologies.
Voice of Customer Analysis
Translating customer insights into actionable roadmap priorities.
Operational Excellence
SLA management, CSAT optimization, and performance metrics frameworks.
CRM Architecture
Salesforce implementation, workflow automation, and system integration.
Technical Proficiency
Tools & Technologies
Platforms
Technologies
Methodologies
Featured Work
Case Studies
Explore how I've delivered measurable results through strategic thinking and innovative solutions.
Career Journey
Professional Experience
CRM Implementation Architect
•Private ContractorApr 2024 - Dec 2025
Built customer success infrastructure from ground zero for a fast-scaling business funding firm, designing comprehensive Salesforce-based support ecosystem.
Product Lead, Customer Support
•KForce/HP IncMay 2023 - May 2025
Led customer success operations for HP Dev One launch, building AI-powered support platform achieving $5M+ in revenue with <16% return rate.
Agile Project Manager/Scrum Master
•KForce/HP IncFeb 2024 - Dec 2024
Managed development and rollout of 'One Touch Support' button on HP Dragonfly G4, coordinating cross-functional sprints across 4 teams.
Customer Success Manager
•Worldwide Rapid LogisticsNov 2017 - Jul 2021
Led B2B customer lifecycle management, achieving 97%+ SLA adherence and 35% average client account value growth.
Credentials
Certifications & Education
Certifications
Certified ScrumMaster (CSM)
Scrum Alliance • January 2026
Certified Scrum Product Owner (CSPO)
Scrum Alliance • January 2026
Lean Six Sigma Yellow Belt
Currently Pursuing (2026):
Amazon Junior Software Developer Certificate
IBM GenAI Engineering Professional Certificate
Education
Bachelor of Science, Computer Science
University of the People
Expected 2028
Continuously expanding technical knowledge while applying practical experience in AI/ML integration, cloud technologies, and software development methodologies.
Let's Connect
Ready to Drive Results Together?
I'm always interested in discussing new opportunities, innovative projects, and ways to create meaningful impact through strategic leadership.
Other Ways to Connect
Prefer a different method? Feel free to reach out through email or connect with me on LinkedIn.