Work

They couldn't see what they were changing

Agencies were branding a mobile app blind, then finding out it was wrong after the build. I made the case for a live preview and adoption of the customizer rose 32%.

• Discovery
• Prioritization
• UX
• Mobile

Forty percent of our delays came from one control

App builds kept bouncing back from Apple and Google. I counted the causes instead of firefighting them, and resolution time went from 7 days to 2.

• Root cause
• Mobile
• Process
• Cross-functional

The accounts most likely to leave were invisible

Our ClickUp automation was silently skipping paying customers. I built a Stripe-backed dashboard so at-risk accounts surfaced before they cancelled, not after.

• Retention
• Churn analysis
• Data
• Automation

The cheapest support ticket is the one nobody files

Customers were writing in with the same questions at the same points in their lifecycle. I got there first on a schedule — inbound tickets fell sharply and the team adopted it.

• Lifecycle
• Support deflection
• Program design
• Scale