Process Strategy & Complaints Operations

Led enterprise process initiatives focused on improving complaint-adjacent and customer issue workflows across Operations, Customer Care, Legal, Compliance, and Finance. Work emphasized clarifying intake and escalation paths, resolving ownership gaps, and addressing systemic drivers through root-cause analysis to improve resolution quality, consistency, and regulatory alignment.

 

Conflict Resolution & Stakeholder Alignment

Facilitated cross-functional conflict resolution to address stalled initiatives, competing priorities, and decision ambiguity. Partnered with leaders and teams to restore clarity, align stakeholders, and move complex work forward through structured conversations, mediation, and clearly defined ownership and governance.

 

Operational Excellence & Process Optimization

Designed and implemented scalable operational processes to reduce redundancy, improve consistency, and strengthen execution across customer-facing and internal teams. Projects included workflow analysis, SOP and RACI development, and change enablement to ensure processes were practical, adopted, and sustainable.

 

Leadership Through Change & Transition

Supported organizations through acquisitions, restructuring, and operational change by providing stability, clarity, and execution discipline. Focused on maintaining continuity while helping teams adapt to new processes, governance models, and performance expectations in complex environments.

 

Customer Care & Issue Escalation Management

Led customer care operations with responsibility for escalations, SLA performance, and cross-team coordination. Improved end-to-end issue handling by aligning sales, operations, and service teams around consistent processes and shared accountability for customer outcomes.

 

Entrepreneurial Operations – Cork & Co

Founded and operate a customer-facing venture with full ownership of operations, customer experience, and issue resolution. This work reinforces disciplined execution, real-time conflict resolution, and service recovery in high-accountability environments where trust and reputation are critical.

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Across projects, my work focuses on resolving friction, strengthening governance, and building systems that help people execute with clarity and confidence.