Tools for Humanity

• Led the implementation of Zendesk's advanced AI bots for a global support org. 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 88%, sustaining ~82% average.
• Own the full Zendesk platform: administration, triggers, automations, 6 AI bots, WFM, 5 QA programs, and cross-platform workflows (macro management, help center badge automation, Slack-to-Zendesk ticketing, Jira administration, Notion integrations).
• 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.
• 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 800+ BPO agents across 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%.
• Designed a localization pipeline between EduMe and Lokalise, managing 120K+ translation keys across 20+ languages. Built a dynamic workbook for real-time import/export of translations to work around EduMe's rigid ingestion format.

Coinbase

• Led QA across NFT Marketplace launch (6-month project from inception), Institutional Custody, and Prime Brokerage. Built every QA program from scratch: scorecards, scoring rubrics, auditing cadence, performance management, and training. Navigated novel content moderation challenges unique to NFTs.
• Built and managed the Critical Error Remediation program end to end, including weekly CE Aging reporting to cross-functional stakeholders. Program passed a regulatory audit with zero findings.

Coinbase

• Designed, launched, and managed QA programs across Institutional Custody (Cold Storage), Exchange, and Institutional Onboarding. All programs built to adhere to KYC, AML, OFAC, and SOC 1 and 2 compliance standards.
• Redesigned the Institutional Onboarding QA program to report on application-level effort and surface new KPIs, improving visibility into onboarding pipeline quality.

Earlier roles available on