SaaS Ops Leader. Head of Customer Service Operations @ UserGuiding. Managed Global Teams @ Expedia. AI & Automation Strategist. Incident Commander. Scaling teams through human-centric tech.
I help SaaS companies scale support operations by merging AI automation with human-centric strategy. With 10+ years of experience at Expedia and UserGuiding, I specialize in reducing cost-to-serve and stabilizing high-growth teams. Areas of Impact: AI Transformation: Implementing LLMs and automated triage to streamline support. Scaling Ops: Building global, multi-time-zone teams and OKR frameworks. Incident Command: Designing Sev1 protocols and post-mortem workflows. Results: Reduced onboarding time by 25% and boosted productivity by 10% through structured performance systems.
