Customer & client experience
Escalation strategy, complaint resolution, journey improvement, client health, retention, and communication that protects both trust and business outcomes.
Master skills inventory
The work looked ordinary because I knew how to do it.
A lot of capability gets swept under the rug as “just Tuesday.” This library documents the problems I solved, the judgment they required, where each skill started, and how it developed.
99evidence-backed skills
28strategic ownership
54advanced capabilities
14core capability areas
Built from the work
Evidence, not keyword soup.
This inventory is based on demonstrated work across my full career, not the most flattering interpretation of a job title. Each skill is connected to an example, a level of depth, and the roles where it developed.
The distinctions matter. Exposure is not ownership. Partnership is not sole authority. Technical fluency is not software engineering. The result is a clearer picture of what I can step in and own today.
What I can own today
Five strengths that show up again and again.
Different industries, titles, and operating environments. The same pattern of turning ambiguity into useful, measurable work.
People leadership & development
Hiring, onboarding, coaching, performance management, morale, difficult conversations, and helping people build skills they carry into their next role.
Operational excellence
Finding the failure point, redesigning the workflow, clarifying ownership, building the documentation, and measuring whether the change actually worked.
Project & change delivery
Requirements, implementation planning, risk and dependency management, stakeholder alignment, launch readiness, adoption, and post-launch stabilization.
Cross-functional leadership
Working across WFM, HR, Legal, L&D, Product, Engineering, Sales, Finance, vendors, and senior leaders to move shared work forward without pretending partnership means sole ownership.
Explore the full inventory
See the skill. See the proof.
Search by capability, filter by family or depth, and open the evidence behind each one.
How the capability grew
A career built by solving the next problem.
The titles changed. The scope expanded. Each role added another layer to how I lead people, customers, operations, projects, and change.
01
Age ~14–15
Figaro's Pizza — Employee
Frontline → de facto store operatorIndependent operations, keyholder, cash controls, inventory, complaint resolution, business continuity
02
Age ~16–17
Shopko Express — Employee
Structured retail operationsPlanograms, new-store setup, regulated transactions, USPS fulfillment, inventory
03
Age ~17–19
Fox Valley Autism Treatment Program — ABA Line Therapist
Independent service/caseload ownershipBehavioral intervention, data tracking, caregiver coaching, adaptive communication, safety
04
Age ~18–23
West Business Solutions — CSR → Team Lead
First formal people leadership~20-agent leadership, QA governance, queue management, client alignment, reporting
05
2014–2015
Alorica / DirecTV — CSR
IC role after relocation; organic peer leadershipRetention, technical troubleshooting, floor-walking support for ~50–60 agents
06
May 2015–Mar 2020
Public Storage — CSR / SME
High-trust frontline SME / project contributorTraining, RCA, NPS, UAT, reporting, content, pilots, executive complaints, remote transition
07
Mar 2020–May 2021
Public Storage — Customer Service Supervisor
Formal people leader during rapid scalingEmployee lifecycle, dashboards, escalation redesign, CCS design, engagement program, BPO alignment
08
May 2021–Dec 2025
Public Storage — Customer Service Manager
Manager-level operational/function ownershipSolutions, ~5k escalations/mo, VoC, BBB/AG, incident management, BPO governance, CRM/change, leadership development
09
Dec 2025–Jul 2026
QuantumRhino — Project Manager / Client Success Lead
Client Success function owner + technology PMSeven-client portfolio, requirements, SOW/pricing, Jira, delivery, churn/renewal/expansion, matrix leadership
10
Nov 2026–Present
JDA TSG — Operations Manager (Seasonal)
Leading experts while building domain fluencyAbout 35 tax experts, operational leadership, staffing, performance, escalations, and communication
Calibrated on purpose
Confidence is more useful when it is precise.
Leadership scope
Experienced manager of individual contributors and team operations. I do not claim sustained manager-of-managers ownership.
Financial scope
Experienced in project financials, budgets, commercial tradeoffs, expansions, and recovery. I do not claim enterprise P&L ownership.
Technical scope
Technically fluent business leader who can translate requirements and partner deeply with engineering. I am not a software engineer.
Analytics scope
Strong operational analyst who turns performance data into decisions, workflows, and action. I do not position myself as a data scientist.
Looking for a specific capability?
There is probably a story behind it.
If you are building a customer experience, operations, client success, or program leadership team, I would be glad to talk about the problems you need solved.