AI-enabled operations & transformation leader · San Antonio, TX
I turn workflow constraints into practical AI-enabled systems—then carry them through adoption and measurable results. I’m an operator who builds.
20+ years in operations and people management. Approximately 2.5 years building modern AI platforms hands-on.
Choose your view
Start with the operating results, the leadership record, or the systems behind the work.
See how workflow design, automation, analytics, and adoption translated into measurable operating results.
Explore verified outcomes 02 / leadershipReview 20+ years in operations and people management, leadership scope, career history, and resume.
View experience & resume 03 / implementationInspect the public AI systems, open-source tools, products, and edge-native infrastructure behind the work.
Open the technical portfolioThe operating pattern
Use operating data and frontline context to locate where time, quality, capacity, or customer experience is being lost.
Translate the problem into a workflow, decision-support tool, automation, or AI system with clear controls.
Bring managers, users, and technical partners into requirements, rollout, coaching, and feedback.
Set the baseline, track the operating signal, and determine whether the change created durable value.
Selected business impact
Flagship case study · Quality operations
Designed and deployed an automation pipeline in a live support operation, carrying the change through implementation, rollout, frontline adoption, and measurement.
Read the QA automation case studyMeasured proof~70% less quality-review time
Service transformation · Google Fiber support
Worked with Google engineering stakeholders on automation and social-listening workflows for a 30+ agent, multichannel support operation.
See the response-time storyMeasured proof26+ hours to under 10 minutes
AI enablement · Knowledge operations
Coordinated with IT on an RLHF-powered knowledge assistant and owned requirements, data curation, rollout, and frontline adoption.
See the knowledge storyMeasured proof2,100+ curated Q&A pairs
Experience at a glance
At OneSupport—a U.S.-based outsourced customer experience and technical-support provider serving enterprise clients with 1,000+ employees in 2026—I directly lead distributed teams of 30–45 agents and own staffing, coaching, quality, escalations, and SLA/KPI performance.
View experience & resumeTechnical proof
My transformation perspective is grounded in approximately 2.5 years of direct software engineering across agent orchestration, retrieval, model routing, and governance.
Make decisions, standards, and evidence inspectable so AI-enabled work can operate with accountable controls.
Inspect the public work llm-providersRoute work across model providers with failover, cost tracking, and retry behavior suited to production workflows.
Inspect the public work mindspringTurn existing AI conversations into retrievable context for semantic search and grounded answers.
Inspect the public work CharterGive teams a modular way to define the rules, constraints, and architectural guidance AI agents should follow.
Inspect the public workLet’s talk transformation
I’m interested in operations, transformation, and AI-enablement roles where workflow design, adoption, analytics, and hands-on technical judgment matter together.