Experience
Health Note · Remote
AI Operations Specialist
February 2026 to present
- Lead discovery, implementation, onboarding, and post-launch support for 10+ customer deployments of the flagship voice AI platform.
- Act as the main implementation partner to Product, Engineering, Sales, and Customer Success, so customers launch well and keep using it.
- Resolve complex technical and product issues for existing customers and work with Customer Success on account growth.
- Led the migration from Zendesk to Intercom, designing the workflows, documentation, and support processes for the new platform.
- Created support workflows for cases Intercom doesn’t handle natively, making support more consistent across the team.
- Mentor teammates in prompt and context engineering to improve conversation quality and implementation success.
- Bring recurring customer feedback to Product and Engineering to shape what gets built next.
Postscript
Prompt Engineer
September 2025 to November 2025
- Owned the production system prompt behind AI sales and support experiences for 100+ ecommerce brands.
- Designed, tested, and tuned prompts for AI that handled thousands of customer conversations a day.
- Built automated LLM evaluation pipelines with scoring rubrics and regression tests to raise response quality and cut regressions.
- Shipped production releases for compliance, promotions, escalation logic, and customer experience on tight timelines.
- Prioritized improvements with Product, Engineering, and Operations based on customer feedback and business goals.
Operations & Analytics Specialist
February 2025 to September 2025
- Co-developed and launched an AI-powered SMS sales and advertising platform, growing it from 0 to more than 400,000 subscribers.
- Ran A/B tests that lifted SMS conversion from roughly 1–2% to 5–6% and response rates from about 5% to as high as 30%.
- Built workflow automations in Zapier and Retool for internal operations and partner processes.
- Launched platform improvements with Product, Engineering, and Operations using data-driven experiments.
- Found operational bottlenecks and replaced manual work with scalable solutions.
Sales Team Lead
April 2024 to February 2025
- Built automated QA dashboards and reports in Google Sheets and Apps Script, saving leaders dozens of hours of manual reporting each week.
- Designed and delivered office-wide training on sales practice, customer communication, and high-volume support.
- Managed Zendesk escalations and coordinated fixes across departments.
- Created reporting that improved performance visibility, coaching, and quality assurance.
- Supported process improvements that made the sales organization more consistent.
Sales Associate
May 2023 to April 2024
- Ranked among the top performers in revenue, conversion rate, and sales volume through data-driven customer engagement.
- Handled about 400 inbound customer conversations a day across sales, support, and escalation.
- Wrote internal documentation that improved onboarding, brand knowledge, and messaging consistency.
- Wrote customer-facing messaging and sales copy in the brand’s voice.
Skills
Operations
- Customer implementations
- Client onboarding
- Workflow design
- Process documentation
- Cross-functional collaboration
- Project coordination
- Change management
Product
- Product operations
- Prompt engineering
- Prompt optimization
- LLM evaluation
- AI quality assurance
- Product launches
- Feature testing
- Conversational AI
Customer
- Solutions engineering
- Customer success
- Technical support
- Escalation management
- Stakeholder communication
- Training and enablement
Tools
- LLMs
- LLM eval pipelines
- Replit
- Retool
- Zapier
- Apps Script
- Intercom
- Zendesk
Education
Arizona State University
Bachelor of Science in Communications · Summa Cum Laude · GPA 3.9