Tools for Humanity

• Led the implementation of Zendesk's advanced AI bots across both World App (software: crypto wallet, mini-app store) and Orb operator support (hardware). Ran a 5% live traffic test, used real user flow data to rebuild the bot from scratch with structured use-case management. Drove containment from ~55% to a peak of ~90%, sustaining ~82% average across ~60K tickets/week, saving an estimated $2M+ annually in deflected ticket volume.
• Picked up iOS (Swift) and Android (Kotlin) Zendesk SDK integration with zero allocated engineering resources. Set up build environments from scratch (Bitrise CI/CD, Lokalise i18n, app emulators). Built A/B/C testing infrastructure with PostHog feature flags for safe production experimentation. PRs approved on first review for both platforms.
• Rolled out omnichannel routing for the global support org, collapsing average resolution time from ~40 hours to ~2-4 hours and first response time from 20+ hours to ~10 minutes.
• Own the full Zendesk platform: administration, triggers, automations, 6 AI bots, WFM, 5 QA programs (BPO and internal FTEs), and cross-platform workflows (macro management, help center badge automation, Slack-to-Zendesk ticketing, Jira administration, Notion pipelines, Metabase reporting). Served as sole QA and primary CX technology troubleshooter for approximately 1.5 years.
• Built 6 custom Zendesk apps: a fix for a platform-level SDK authentication bug affecting all custom-auth customers, a sanctions compliance app that auto-tags and escalates restricted-country cases, and a dynamic bug tagging system that routes around native platform limitations.
• Built a provisioning platform managing up to 800 BPO agents across 3 vendors in Zendesk and Sana LMS. Time-driven and on-edit triggers keep profiles synced: role changes repush groups and skills, status changes auto-provision or deprovision across both platforms with full audit trails. Domain and role-based access whitelisting for roster permissions. Cut provisioning errors by ~95%.
• Owned the operator LMS (Sana), managing training content, compliance tracking, and onboarding workflows for the global BPO network. Built a Jira portal for content requests and a localization pipeline between EduMe and Lokalise, managing 120K+ translation keys across 20+ languages with a dynamic workbook for real-time import/export.

Coinbase

• Led QA across NFT Marketplace launch (6-month project from inception), Commerce, and Scaled Developer Support. Built every QA program from scratch: scorecards, scoring rubrics, auditing cadence, performance management, and training. Navigated novel content moderation challenges unique to NFTs.
• Served on cross-functional launch teams for NFT Marketplace, Prime Brokerage, and Commerce with significant autonomy, driving product updates, providing UAT feedback, and shaping policy and SOPs for products from pre-launch through post-launch.
• Built and coached the Developer Support QA program hands-on, focusing on troubleshooting best practices. Contributed API documentation updates based on QA insights.
• Built all data analytics and KPI reporting in Looker and Google Sheets across product verticals.
• Managed the Critical Error Remediation program and weekly CE Aging reporting to cross-functional stakeholders.

Coinbase

• Proactively built Coinbase's Institutional Custody QA program from scratch before formal onboarding, delivering a complete compliance framework including SOC 1 and SOC 2 controls and cold storage SOP-specific quality standards.
• Designed and launched QA programs for Prime Brokerage, Exchange, and Institutional Onboarding. All programs built to adhere to KYC, AML, OFAC, and SOC 1 and 2 compliance standards.
• Built the Critical Error Remediation program end-to-end in 3 weeks after it was flagged as a NY DFS regulatory audit requirement for the Institutional Onboarding (KYC/KYB) program. Maintained full ownership of Custody and Onboarding QA simultaneously while training and onboarding new analysts. Program passed the follow-up state regulatory audit with zero findings.
• Redesigned the crypto asset matrix for all currencies on the Custody platform covering transaction requirements, blockchain details, and asset-specific support readiness.

Earlier roles (Figure, Impexium, Frontpoint, USMC) available on