Chaos coordinator. Checklist believer. Clarity builder.
I help teams make sense of messy work: what changed, what matters, who is responsible for what, and what happens next.
My background in project support, learning design, data-driven coaching, process improvement, AI enablement, knowledge systems, and operational visibility helps me create structure people can actually use.
I do not walk into a situation assuming I already know the answer. I start by listening, learning the system, and understanding what people are carrying. Then I help make the work clearer, easier to sustain, and easier for people to carry.
Listen first. Structure second. Move forward together.
I work at the intersection of learning, facilitation, project and process support, data-driven coaching, AI enablement, knowledge systems, and operational visibility.
The throughline is simple: I help people understand what is really happening, create usable structure, and move from symptoms to practical next steps.
That means I can support more than one type of role. For PM work, I bring planning, tracking, follow-through, decision visibility, and stakeholder alignment. For coaching and enablement work, I bring observation, call evaluation, analytics deep dives, feedback, mentorship, facilitation, and practical team support.
Where people, process, learning, AI, and knowledge meet.
I keep the site broad on purpose because the work is connected. Project work needs learning support. Learning work needs clear systems. Coaching work needs data and trust. AI enablement needs judgment, documentation, and repeatable workflows.
Project + Process Work
I create structure for ambiguous work through ownership, timelines, decisions, risks, dependencies, project artifacts, and follow-through.
Learning + Enablement Work
I design and facilitate learning experiences, support resources, and practical guidance that help people understand change and apply new approaches in real work.
Knowledge Systems + Operational Visibility
I design, audit, migrate, and maintain knowledge spaces while using reporting, dashboards, audits, and operational signals to make work easier to find, trust, and act on.
Coaching + Team Support
I support performance through observation, call evaluation, analytics deep dives, feedback, mentorship, practical follow-up, and team enablement.
Proof that connects structure, visibility, and follow-through.
These examples show how I help teams make complex work clearer, easier to track, and easier to move.
Personalized Learning Journey global pilot
Supported a global pilot with partners across training, analytics, exam operations, vendor management, and internal teams.
Pilot tracks improved Case AHT by 1+ minute to nearly 1.5 minutes while also improving CSAT and Issue Resolution in key paths.
Product support policy work
Help drive early-stage product support policy work across approximately seven teams by creating project artifacts that track status, decisions, risks, and next steps.
Wrike project hub
Designed a Wrike project hub with intake forms, blueprints, automations, dashboards, and reusable project structures to improve visibility, intake, and follow-through.
Reporting + visibility systems
Built audit workflows, weekly reporting, Wrike dashboards, and manager-facing data used for status tracking, follow-up, operational visibility, and better decision-making.
Support that helps people apply the change.
My learning and enablement work is practical by design. It helps people understand what changed, why it matters, and how to apply it with their teams.
Manager+ enablement
Challenge: Leaders needed practical support applying new customer service approaches and rapidly changing tools with their teams.
Action: Facilitated 10+ customer service model course deliveries and a dozen rapid-response COVID tools sessions for manager+ audiences, with follow-up Q&A, chat mentoring, and practical support.
Result: Helped leaders understand, apply, and reinforce new approaches with their teams through repeated enablement and real-time support.
New Product Team readiness
Challenge: Disclosed new product work required readiness support across multiple AC Training partners, including new processes, regulations, and ambiguous work.
Action: Led cross-functional learning and readiness work across 3 organizations and 5 teams, authoring 6 instructor-led courses with online workbooks, developing 27 self-guided trainings, designing 3 Chorus pages, updating process documentation, and creating scalable support resources.
Result: Helped partners prepare for complex product-related work with clearer documentation, practical training support, and reusable readiness resources.
Media Development + Communications Teams
Founded and helped scale teams that improved process clarity, support systems, platform transitions, and execution across AppleCare.
Knowledge systems
Designed, migrated, and maintained knowledge systems across 20-25 spaces and hundreds of pages, supporting onboarding, SOPs, launch readiness, team hubs, reporting hubs, tool support, FAQs, manager resources, and project workspaces.
Coaching that starts with evidence and practical support.
My coaching foundation is practical and AppleCare-tested: performance observation, call evaluation, analytics deep dives, feedback, mentorship, facilitation, and team support. I use those signals to understand what is really happening and help people move toward clear, useful next steps.
Leadership Academy + performance support
I’ve supported performance through observation, call evaluation, analytics deep dives, feedback, mentorship, and four rounds of Leadership Academy, a Team Manager career development opportunity focused on leadership, coaching, prioritization, and daily team support.
Performance patterns + next steps
Completed 30+ evaluations per month as part of Advisor performance support, using call review, observation, and performance patterns to identify coaching opportunities and practical next steps.
From concept to launched website
The Tri-Parish Website Redesign is a full-cycle project example: a real community need, clearer site structure, user-friendly content, technical setup, domain coordination, and a public launch.
Tri-Parish Website Redesign
I helped take a multi-parish website project from early planning to launched product by clarifying the audience, organizing content, writing page copy, supporting the build, and preparing the site for launch.
Why it belongs here
This project shows the same throughline as the rest of my work: clarify the audience, organize the system, write for action, coordinate the details, and move the work to launch.
Work evidence, working style, and proof beyond the role.
Explore the professional evidence, values, and outside-role projects that show how I think, support people, create structure, and follow through.
Trusted to improve the work.
The throughline is consistent: I help people, improve processes, drive what matters, and build practical systems that make the work better for teams and customers.
Let’s connect
Current contact details
My digital contact card includes my current email, LinkedIn, and portfolio details.