About
Operations first. The building came later.
When I started in quality assurance it fell to me to decide what a good call was. The method existed. Nobody had built the process or the team behind it. That became the QA function itself, then sales, then launching sites in the Dominican Republic and Belize, then operations for two Fortune 500 clients across three countries and 400+ staff.
It was the same problem every time: an operation making decisions on numbers that are obtuse, or that take a day to compile. The work is defining what those numbers mean and the linkage between them.
For most of that I specified systems and waited for someone else to build them. Over the past five months I've built five production systems myself. That's described honestly in Shipping production software as an operator, including where the limits are.
I'm based in Miami and currently between roles, open to full-time and to contract work.
Experience · resume
Global Callcenter Solutions · 2010 – 2026Download resume (PDF)
Senior Director of Operations
Full operational ownership across multiple sites supporting 400+ staff for two Fortune 500 clients: performance, quality, staffing, reporting, and technology. Built the AI quality-scoring pipeline and the reporting platforms the program runs on.
Director of Nearshore Development
Launched and scaled new sites and programs from the ground up across the Dominican Republic and Belize: site readiness, hiring, training, process design, technology, and ramp to steady state. Standardized the SOPs, quality frameworks, and training curriculum every site then ran on.
Sales Manager
Led a sales organization against conversion and revenue targets, coaching representatives on engagement technique and quality standards.
Senior Quality Assurance Manager
Stood up the QA function and owned it: scoring methodology, calibration, documentation standards, and coaching programs. Built the organization's first NPS tracking.
Capabilities
Applied AI
Local LLM deployment on self-hosted GPU, prompt and rubric design, structured output, agentic coding workflows, and the guardrails that keep a model's opinion out of a system of record.
Quality & compliance
QA program design from scratch, scorecard and rubric development, calibration, compliance monitoring, root-cause analysis, and coaching frameworks that change behavior rather than document it.
Data & reporting
SQL Server, ETL against hostile and undocumented sources, KPI system design, forecasting and variance analysis, and client-facing reporting built to survive an audit.
Building
Node.js, PHP, React, vanilla JS and hand-built SVG, Linux server administration, and the specification-and-validation paper trail that lets one person maintain five systems.
Site & program launch
New site standup, hiring, training curriculum, technology implementation, ramp planning, and post-launch stabilisation across two countries.
Leadership
Multi-site team leadership, manager and supervisor development, QBR and RFI presentation, and executive and client stakeholder management.
Education
BA, English
Minor in Professional Writing
BA, Mass Communication
Minor in Journalism