Functional Skills
Business Analysis
Business Development
Business Operations
Change Management / Org Design
Data Visualization / Reports
Digital Transformation
Organizational Design
Process Design / Re-engineering
Business Unit Strategy
Customer Relationship Management
AI Agent Design
AI Agent Workflow Orchestration
AI Strategy
Operational Transformation
CRM Selection / Implementation
Software Skills
Python
Salesforce
Redis
OAuth
AEM
Certifications
Salesforce Administrator
Sector Experience
Business Services
Financial Services
Healthcare
Technology
Languages
English
Spanish
Case Study
Case Studies
AI-agent customer service group
Business Services
AI Agent Workflow Orchestration
AI Agent Design
Operational Transformation
Experience
Coinbase Inc.
Product Management / Strategy
Technology Manager
8/2019 - 9/2024
Led automation strategy and enterprise technology for Institutional Operations, building the internal platforms and tools that enabled best-in-class support for Coinbase's largest clients. Strategy & SystemArchitecture Spearheaded a complete Salesforce re-architecture; leveraged data to define a new strategy that reduced client onboarding from 3+ months to 5 days through intelligent automation.
Architected and deployed multiple critical system integrations (AEM, IVR), eliminating over 15 manual processes and creating seamless data flows. Led the migration of institutional workflows to a new CRM instance, enhancing system scalability and ensuring transparent communication for all stakeholders. Operational Execution & Impact Designed automated case routing with data-driven prioritization algorithms, directly reducing the case backlog by over 200,000 and improving customer retention. Directed the implementation of sustainable CX tooling solutions that supported two international country launches and ensured scalable, resource-efficient systems in preparation for Coinbase's IPO. Ensured production stability and delivery cadence by managing technical risks, leading scrum of scrums, and maintaining a prioritized backlog for critical bug fixes. Team Leadership & Culture Scaled the technical team during a period of hyper-growth, expanding its functions to include System Administrators, Software Engineers, and Integration Engineers. Fostered a culture of continuous learning and innov
Architected and deployed multiple critical system integrations (AEM, IVR), eliminating over 15 manual processes and creating seamless data flows. Led the migration of institutional workflows to a new CRM instance, enhancing system scalability and ensuring transparent communication for all stakeholders. Operational Execution & Impact Designed automated case routing with data-driven prioritization algorithms, directly reducing the case backlog by over 200,000 and improving customer retention. Directed the implementation of sustainable CX tooling solutions that supported two international country launches and ensured scalable, resource-efficient systems in preparation for Coinbase's IPO. Ensured production stability and delivery cadence by managing technical risks, leading scrum of scrums, and maintaining a prioritized backlog for critical bug fixes. Team Leadership & Culture Scaled the technical team during a period of hyper-growth, expanding its functions to include System Administrators, Software Engineers, and Integration Engineers. Fostered a culture of continuous learning and innov
Simple Finance
Product Management / Strategy
Systems Administrator
6/2018 - 8/2019
Orchestrated Salesforce initiatives across engineering teams, optimizing operations through thoughtful technology implementations. Developed solutions that balanced efficiency with user experience while managing vendor relationships and resource allocation. Aligned Salesforce consultants and stakeholders around a unified roadmap, maximizing productivity while ensuring responsible resource utilization. Presented feature demos and technical roadmaps to executive leadership, facilitating collaborative decision-making on business strategy and technical implementation. Partnered with senior leadership to implement technology enhancements that reduced organizational risk, such as internal QA workflows with auto-critical error scoring and client dispute workflows with product integration.
Noventis, Inc.
Product Management / Strategy
Technical Program Manager
8/2017 - 6/2018
Led credit card issuing partnerships and Salesforce implementation, focusing on responsible integration and process optimization. Managed the transition from Sales to Service Cloud, enhancing client operations while maintaining data integrity. Implemented automated Salesforce workflows with careful attention to data privacy and security considerations, increasing operational efficiency. Established a new credit card issuing partner through cross-functional collaboration with internal and external teams. Migrated existing process flows to Salesforce, enabling seamless adoption and improved functionality.
Fisher Investments
Operations
Project Manager
8/2014 - 8/2017
Contributed to generating $40M+ in assets in the first year by designing and launching the operational platform for the new 401(k) department. Partnered with executive leadership to define the product vision and go-to-market strategy, collaborating across sales, legal, and compliance. Increased average plan participation by 27% in the first year by delivering nationwide bilingual retirement savings education.