Embedded Finance / Fintech

• Investigate complex customer issues by analyzing logs, reproducing defects, coordinating with Engineering, and communicating resolutions to stakeholders.
• Lead incident response for high-impact platform issues, coordinating Support, Engineering, and Product teams and contributing to a 20% reduction in resolution time.
• Designed and implemented an automated engineering escalation workflow integrating Freshservice, Slack, Make, and Linear, reducing manual effort by approximately 30%.
• Built structured escalation workflows that improved triage consistency and reduced friction between Support and Engineering.
• Developed operational dashboards using Power BI, Looker, Datadog, and Freshservice Analytics to improve visibility into SLA performance and escalation trends.
• Designed an AI-assisted ticket triage workflow to classify, summarize, and recommend routing while maintaining human review for complex cases.

Logistics / Supply Chain

• Translated user needs and product ideas into structured user stories and implementation-ready requirements, reducing ambiguity between product and engineering during development cycles
• Identified usability and workflow friction points through testing and analysis, improving overall product experience and reducing user confusion
• Performed structured QA testing and created reproducible defect reports, reducing back-and-forth during releases and improving release reliability
• Collaborated with product managers and designers to validate features and UX decisions prior to release, increasing confidence in shipped changes
• Improved front-end consistency by refining component behavior and interaction patterns across the platform, reducing inconsistencies in user experience

Real Estate / Property Management

• Led brokerage operations, coordinating workflows across agents and stakeholders.
• Implemented process improvements to increase operational efficiency and KPI visibility.
• Analyzed housing and rental market data to support pricing and strategy decisions.
• Built operational reports and presentations to communicate performance trends.

• Led implementation planning for SMB and enterprise clients adopting Microsoft cloud solutions.
• Identified recurring integration challenges and developed repeatable enablement approaches.
• Designed training frameworks for organizations transitioning to Microsoft 365.
• Created reporting templates to surface adoption trends and renewal risk signals.