Work

Rebuilding support from reactive to real-time

24h+ → under 2-min first response, ~90% CSAT held

Support Operations · Triage · Process Design

Hand-built Python automation that took bulk data work off Engineering

Days → within a shift; 8k–15k-record jobs handled solo

Automation · REST API · CRUD · Cross-team Enablement

One reusable SQL query that replaced days of engineering turnaround

24–48h → ~10-min self-served reports

SQL · Reporting · Data · Self-service

A privacy-first local-LLM pipeline for weekly support trends

One surfaced trend → a documented product capability; zero data off-device

Local LLM · Classification · Data Privacy · Tooling

Turned payout compliance into a support-owned playbook

Payout clearance 7–10 days → 3–5

Payments · Compliance · Process Design · Documentation

A repeatable playbook for diagnosing broken tracking and attribution

Broken attribution restored within hours

Attribution · Tracking · Debugging · Onboarding · Integrations

A copy-paste script for Stripe Payment Links tracking

~80–90% of Payment-Links merchants self-served

Payments · Attribution · Tracking · No-code · Integrations