Selected work & case studies

Documented work across leadership, systems, products and public education.

Each case study is labeled by the nature of the work and avoids unsupported claims, proprietary employer data and unverified results.

Selected case studies

Work with a clear throughline.

01 / Business systems & transformation

LSCG Business Automation & CRM Transformation

Designing more structured operating models for small businesses by connecting customer acquisition, follow-up, CRM workflows, scheduling, communication, quoting, documentation, and execution while reducing unnecessary manual work and process friction.

Documented outcome: Demonstrates CRM architecture, workflow automation, AI-assisted operations, system-of-record design, data-quality controls, exception handling, customer journey improvement, process safeguards, and practical implementation.

The work focuses on turning fragmented business processes into more reliable operating systems. This includes mapping current-state workflows, identifying manual handoffs and data gaps, defining the appropriate system of record, designing CRM structures, creating automation logic, establishing QA controls and exception handling, and improving visibility across customer and operational workflows.

AI is used selectively where it can reduce repetitive work, improve decision support, strengthen follow-up, or make processes more consistent without removing necessary human oversight. Solutions are evaluated against business value, recurring cost, scalability, maintainability, customer impact, data integrity, and operational risk.

02 / Business systems & performance intelligence

Custom CRM & Performance Intelligence

Built and implemented a custom CRM solution to organize customer information, sales opportunities, follow-up activity, and team execution while using Power BI dashboards to analyze sales, conversion, customer-experience, labor, inventory, and execution trends.

Documented outcome: Demonstrates CRM design, business intelligence, KPI analysis, workflow improvement, customer follow-up, performance management, and data-informed operational decision-making.

The work combined operational leadership with hands-on systems improvement. A custom CRM solution was created to provide greater visibility into customer relationships, sales opportunities, follow-up activity, and team execution.

Power BI reporting and operational dashboards were used alongside the CRM to identify performance trends, prioritize coaching, support labor and execution decisions, and translate business data into practical actions for the team.

03 / Leadership & operational turnaround

Rebuilding an Understaffed Retail Operation

Rebuilt and stabilized an understaffed retail operation through recruiting, onboarding, coaching, accountability, labor planning, and disciplined execution while maintaining customer experience and operational controls.

Documented outcome: Demonstrates operational turnaround, workforce planning, performance management, coaching, change leadership, execution discipline, and documented performance exceeding 150% of targeted quota.

The turnaround required rebuilding team capacity while restoring operating discipline. The work included recruiting, onboarding, individualized coaching, clearer performance expectations, labor planning, customer-experience management, and consistent accountability.

Performance data and observed behaviors were used together to identify gaps, prioritize coaching, and translate broader company objectives into practical actions for the team. The result was a more stable operating environment and documented performance exceeding 150% of targeted quota.

04 / Product development & commercialization

BrillSync: From Idea to Functioning Software Product

Directed BrillSync from product concept through customer workflow, validation, checkout, secure digital delivery, and a completed paid transaction, translating an idea into a functioning customer-facing product.

Documented outcome: Demonstrates product strategy, customer journey design, workflow architecture, payment integration, validation, commercialization, and end-to-end implementation.

BrillSync was developed as a customer-facing digital product rather than a static concept. The work included defining the customer journey, structuring the product flow, establishing validation and preflight requirements, integrating checkout, and designing secure fulfillment.

The project required balancing usability, technical feasibility, operational controls, pricing, customer experience, and launch readiness. A completed paid transaction validated the end-to-end commercial workflow.

05 / Authorship & public education

Protecting Yourself in a Digital World

Turned practical knowledge around digital safety, privacy, scams, and everyday technology risks into a published educational resource designed for nontechnical audiences.

Documented outcome: Demonstrates authorship, technical translation, public education, instructional communication, audience awareness, and practical technology guidance.

The project focused on translating technical and digital-safety concepts into clear, usable guidance for everyday users. Topics include online scams, privacy, digital risk, and practical steps people can take to protect themselves.

The work later extended into community education and public speaking, including Chamber programming designed to make technology and digital safety more understandable and actionable.

06 / Leadership & performance management

Building a Repeatable Performance Culture

Developed a repeatable leadership approach centered on clear expectations, observable behaviors, structured coaching, employee development, recognition, and accountability.

Documented outcome: Demonstrates manager development, sales training, performance coaching, structured feedback, employee engagement, and execution consistency across teams and locations.

The approach focused on making performance expectations practical and observable. Rather than relying only on end-result metrics, coaching connected employee behaviors, customer interactions, and execution habits to measurable business outcomes.

Across leadership and training responsibilities, the model emphasized consistent feedback, targeted development, recognition, accountability, and manager capability. The experience includes training support across as many as 20 locations and more than 50 facilitated sales-training sessions.

07 / Product operations & commercial infrastructure

BrillSync: Building the Commercial Infrastructure

Built the operational infrastructure behind BrillSync, including payment verification, webhook handling, private asset storage, secure digital fulfillment, deployment environments, and release controls.

Documented outcome: Demonstrates commercial systems design, payment infrastructure, secure fulfillment, deployment discipline, operational controls, and risk management.

The infrastructure work focused on making the product commercially operable, not just functional. That included structuring payment verification, idempotent order handling, webhook processing, private asset storage, secure delivery, and controlled deployment environments.

The project also required release controls, staging and production separation, validation, and operational safeguards intended to reduce failure risk and support a more reliable customer experience.