My path runs from frontline support to QA lead to executive assistant and operations. I now operate as a fractional operations & CRM systems partner for service businesses that need someone to live in the tools, own workflows, and keep the numbers aligned with reality.
Started on the front lines handling calls, chats, and emails. Learned how customers actually use products, where processes break, and how agents are impacted when systems are misaligned.
Tools: ticketing platforms, CRM, phones, internal knowledge bases.
Moved into QA leadership, building scorecards, running calibrations, and turning insights into coaching and process changes. Learned how to translate messy qualitative data into actionable reporting.
Tools: Excel/Sheets reporting, QA platforms, call/case review workflows.
Supported founders and senior leaders with inbox, calendar, contracts, and documentation while quietly owning a lot of back-end operations work.
Tools: Google Workspace, Microsoft 365, DocuSign, CRMs, project tools.
Today I focus on operations and CRM systems: designing and maintaining workflows in Supermove, RingCentral, Salesforce, and Google Workspace, and connecting those to Xero and QuickBooks Online so reporting is consistent.
These are the lanes I’m comfortable owning end-to-end, not just “helping with.”
We can scope a trial month where I own a defined slice of your ops and CRM stack.
