02 · Experience

Where I've driven impact

Trajectory: automation-focused · support-aware · collaborative teams

❖ Key Achievements

› Managed AI chatbots & automations deflecting 15% of inquiries, saving approx. 1,125 hours/month of manual support.
› Architected a custom publishing tool, reducing manual production time by 80% for 500+ monthly digital assets.
› Integrated moderation via Zapier & APIs, slashing manual community moderation time by 60-80%.
› Executed machine translation workflows to reduce translation expenditure by 80% annually.

› Owned self-service strategy for a B2B community and support platform serving 30M+ page views across global education sectors.
› Migrated 1M+ users and 500K+ content items to a new CMS (Higher Logic Vanilla) inunder 6 months.
› Managed governance for 4,000+ support articles and 100+ videos; cut video production time from 9 hours to 1.5 hours.
› Optimized public tracking of 300+ known issues through Jira, Google Sheets, and a custom NextJS app.

Instructure, Inc.

Jan. 2022 — Current

Instructure, Inc.

Sept. 2017 — Jan. 2022

Security National Mortgage Company

May 2013 — Sept. 2017