Architected and operate a production e-commerce and operations platform supporting real customers, live transactions, and end-to-end business workflows.

Own the full lifecycle from concept through deployment — including system design, engineering, customer experience, operational tooling, and ongoing platform reliability.

Role Focus: Solutions Engineering • Platform Engineering • Customer-Facing Engineering • Technical Support • API Integrations

Key Contributions

• Built and deployed a full-stack production platform using React, Firebase, Cloud Functions, and Stripe supporting authentication, payments, custom workflows, and admin operations

• Designed secure checkout and invoicing infrastructure with Stripe and serverless architecture

• Developed an internal operations portal to manage orders, documents, communication, and manufacturing workflows

• Created customer-facing onboarding flows and tooling supporting real paying customers

• Diagnosed and resolved production issues across application logic, integrations, authentication, and data layers

• Continuously improved platform reliability, usability, and operational efficiency

• Translated real-world customer friction into shipped product improvements

Impact

• Powers live business operations and revenue-generating transactions

• Reduced manual administrative work through workflow automation

• Delivered a stable, production-ready platform used for daily operations

Tech

React • JavaScript • Firebase • Firestore • Cloud Functions • Stripe • Node • REST APIs • Authentication • Admin Systems

Supported enterprise customers in designing, implementing, and optimizing API-driven SaaS integrations across pre-sales and post-sales environments.

Partnered cross-functionally with Engineering, Product, Sales Engineering, and Customer Success to deliver scalable technical solutions and ensure successful production deployments.

Role Focus: Solutions Engineering • API Integrations • Technical Troubleshooting • Customer-Facing Engineering • Implementation

Key Contributions

• Designed and supported API integrations for enterprise clients, improving data reliability and operational workflows

• Led technical discovery conversations to understand customer architecture, requirements, and integration strategy

• Investigated and resolved high-impact production issues involving authentication, data consistency, and system edge cases

• Conducted API testing, debugging, and root cause analysis to maintain platform stability

• Identified technical risks early and guided mitigation strategies to protect customer deployments

• Authored technical documentation and enablement resources adopted across internal teams

• Partnered with go-to-market teams to scope and deliver tailored integration solutions

Impact

• Strengthened customer trust by resolving complex technical challenges

• Reduced deployment friction through repeatable onboarding frameworks

• Enabled scalable integrations supporting enterprise production environments

Managed post-sale client relationships and campaign performance for a portfolio of digital marketing accounts, serving as the primary point of contact and trusted advisor. Focused on retention, measurable outcomes, and long-term client success.

Role Focus: Customer Success • Account Management • Client Strategy • Retention

• Owned day-to-day client relationships across multiple industries, ensuring performance alignment and business impact

• Monitored campaign KPIs, analyzed results, and provided actionable insights to improve ROI, engagement, and conversion

• Led regular strategy calls, performance reviews, and executive updates to ensure alignment and clarity

• Collaborated cross-functionally with sales, marketing, operations, and product teams to deliver successful outcomes

• Proactively identified risks, resolved issues, and strengthened retention by managing expectations and execution

• Supported renewal and upsell efforts through strategic planning and relationship management

Impact

• Strengthened client trust through proactive communication and measurable performance guidance

• Reduced churn risk by identifying issues early and leading resolution efforts

• Helped clients translate data into meaningful business outcomes

CarGurus — Customer Success Leadership Path (2015–2019)

Advanced from Client Services Representative to Manager of Customer Success during a period of rapid company growth. Built and scaled the Customer Support organization from the ground up, leading a 20+ member team and consistently achieving 90%+ CSAT. Earned President’s Club Award (2017) for leadership and impact.

Role Focus: Customer Success Leadership • Operations • Team Management • Retention

• Led and scaled the Customer Success Support organization, managing daily operations, coaching, and strategic execution

• Built support policies, processes, KPIs, and knowledge base infrastructure from scratch

• Developed onboarding, training, and continuous feedback frameworks to improve resolution speed and team effectiveness

• Used data analysis and trend identification to drive efficiency improvements and proactive customer support strategies

• Partnered closely with Product, Sales, and Marketing to ensure customer feedback informed roadmap and GTM motions

• Consistently maintained 90%+ CSAT and drove measurable retention outcomes during hypergrowth

Impact

• Scaled support operations while maintaining quality and customer satisfaction

• Strengthened team performance, promotion readiness, and operational maturity

• Recognized with President’s Club Award for leadership and business impact

Led and coached a 16-member Customer Success Support team in a fast-paced, high-growth environment. Oversaw daily operations, performance management, and professional development to ensure consistent quality and efficiency.

Role Focus: Leadership • Performance Management • Customer Success Operations

• Defined and implemented KPI frameworks focused on throughput, quality, and response time

• Conducted QA reviews, monitored team performance, and led regular 1:1 coaching sessions

• Built a structured feedback and training framework to enhance agent effectiveness

• Partnered with Product and Operations teams to improve support workflows and tooling

• Contributed to CSAT growth, reliable performance delivery, and internal promotion readiness

Impact

• Improved team efficiency and quality through structure and coaching

• Built scalable processes that supported CarGurus’ continued hypergrowth