Oct 2024 – Present · 1 yr 6 mos · United States · Remote

• ▪ Owned full customer lifecycle within independent hotels and branded franchisees — from inbound generation via LinkedIn and direct outreach through deal negotiation, pilot management, onboarding, and value realization; executed EBRs with portfolio leadership and converted early adopters into referenceable accounts that directly shaped roadmap prioritization.
• ▪ Built an AI-powered CS intelligence layer from scratch, ingesting voice, text, and web chat signals to surface real-time health insights, flag churn risk proactively, and trigger operational interventions at scale; designed as a scalable LLM-driven front line for customer engagement.
• ▪ Coded custom integrations with multiple PMS and back-end hospitality systems, translating staff workflow interviews into technical architecture and deployment; owned full lifecycle from requirements gathering through enablement.
• ▪ Designed and delivered end-to-end training curriculum — videos, documents, and live sessions — built from firsthand workflow mapping across hotel, motel, and hospitality staff (front desk, sales, housekeeping) at diverse property types including RV and yacht rentals; used AI listening on sales and post-sales calls to continuously surface questions and pain points, feeding a rapid iteration loop on all training materials.
• ▪ Designed and deployed production voice AI agents using ElevenLabs, and Vapi, integrating LLM-driven workflows with hotel PMS systems via REST APIs and Zapier automation; owned full lifecycle from technical architecture through customer onboarding and value realization; leveraged OpenAI real-time transcription and built an enterprise RAG tool for hotel sales teams, enabling AI-powered call intelligence and knowledge retrieval in production.
• ▪ Built a scalable technical enablement library, onboarding playbooks, workflow guides, and use-case tutorials that equipped hotel integration partners to deploy AI capabilities independently

Sep 2023 – Oct 2024 · 1 yr 1 mo

• Built and operated customer success frameworks for regulated financial and payroll workflows, aligning product, compliance, and operations teams to deliver predictable onboarding, ongoing adoption, and expansion across global enterprise accounts.

May 2023 – Sep 2024 · 1 yr 4 mos · United States · Remote

• Advised on the creation of a blockchain based digital marketing application
• Secured a $100k grant from the Solana Foundation for Bigtoken to move their NFT based couponing
• application from MATIC to Solana
• Launched the token based rewards application with real-world partners including boutique hotels.

Feb 2022 – Sep 2023 · 1 yr 7 mos

• Developed tools using Salesforce and Metabase to monitor client issues across protocols; this enabled proactive identification of negative Web 3.0 infrastructure performance trends, minimizing the risk of future churn and providing compelling cases for prioritizing certain features and user stories to our product and engineering partners
• Directed client engagements covering pay, staking, wallet SDK, and node services, catering to crypto-native and non-crypto-native customers, including banks, layer 1 projects, and funds; managed relationships representing over $200M in staked digital assets and other products; served as the intermediary between clients and internal Coinbase teams, as well as external protocol teams and foundations

May 2021 – Feb 2022 · 9 mos

Mar 2019 – May 2021 · 2 yrs 2 mos · Arlington, Virginia, United States

• Conducted strategic analysis of a firm's operations undergoing a merger, identified over $20M OPEX reduction opportunities, and developed a preliminary plan to achieve this target
• Headed a 4-person product team, overseeing a $50M project for a major telecommunications company; managed PI Planning and delivering crucial features instrumental in tracking national 5G deployments
• Served as the primary liaison for our client, the Senior Vice President & Head of General Insurance at a major financial institution; led a 5-person program management team supporting a $60M project; established project governance procedures and facilitated the development of the project plan, managed the PI Planning process, and oversaw the reporting of project financials

Jan 2017 – Feb 2019 · 2 yrs 1 mo · Washington D.C. Metro Area

• Contributed to launching a telecommunications and data-focused startup by creating a valuation model for wireless infrastructure in the United States; this involved collecting and analyzing telecommunication site data across major markets on behalf of commercial property owners, REITs, and Private Equity firms; the model enabled rapid assessment of market value for existing and potential rooftop cell sites within large property portfolios
• Orchestrated the planning for deploying wireless infrastructure sites valued at over $5M NPV for multiple telecommunications firms across various top urban markets; this included coordinating efforts among property owners, telecommunications company vendors, and the telecom firms themselves

Jan 2017 – Sep 2018 · 1 yr 8 mos · Washington DC-Baltimore Area

• Founded an organic ready-to-drink bottled Sleep Tea startup company ‘Coyotea’ with a fellow Veteran who also had sleep issues and had been looking for a healthy alternative to deal with insomnia.
• Won $10k and $8k in seed money from the StartupHoyas Challenge and Leonsis Prize pitch competitions respectively for ‘Coyotea'
• Bottled 10k units of sleep tea to fulfill existing pre-orders online and requests for the product from DC & NYC area organic retailers.

Jun 2016 – Aug 2016 · 2 mos · Greater New York City Area

Jan 2009 – Jan 2014 · 5 yrs

• Deployments to Egypt and Afghanistan.