Learning in Progress
I’ve been in customer-facing work since I was sixteen—nearly a decade of listening, solving, and delivering under pressure. From after-school shifts at Stop & Shop and Domino’s to late-night Uber and DoorDash runs, those years built the habits I still rely on: show up, stay composed, and get it done. Today at Lovibond, I use data and process design to turn that grit into systems—dashboards, governance, and automation that make teams faster and customers happier.
PL-300: Power BI Data Analyst — In Progress
Advancing DAX, star-schema modeling, and enterprise reporting—designing decision-ready dashboards with governed datasets.
PMP — Project Management Professional
Structured delivery across scope, schedule, risk, and stakeholders; measurable outcomes over activity; repeatable playbooks for cross-functional work.
ITIL 4 Foundation
Service design, incident/change enablement, and reliability practices that inform Support Ops and SLA governance.
Degrees Sin Barreras — Community Outreach (Founder)
Building a program to democratize alt-credit pathways (CLEP, Sophia, WGU) for Latino students—content, mentorship touchpoints, and lightweight tech to scale access.
- Stack: Discord + Notion LMS + MailerLite automations.
- Early campaigns live; educator partnerships in progress; long-term goal: national nonprofit.
Technical Support Specialist II — Lovibond (US & Canada)
Elevated Tech Support from reactive to data-led operations. Built governed reporting and tighter CRM discipline to improve speed, quality, and commercial visibility.
- Resolution time ↓ ~98% (≈2 months → ~1 day 2h), first response ↑ ~85%; 100% CSAT (YTD 2025).
- Owned KPI stack (FRT, TTR, escalations) in Power BI; standardized definitions for leadership reviews.
- Linked tickets→CRM for pipeline visibility (cross-sell/upsell & retention) with cross-dept reporting.
- Automated recurring ETL/reporting (~80% manual time saved); authored playbooks for consistency.
- Managed high-stakes retention cases; coordinated with Product/Quality for CAPA and trend actions.
Technical Support Specialist — Lovibond
Built the foundation: Help Center (175+ articles), playbooks, and analytics tying Support → Sales → Marketing for clearer handoffs and forecasting.
- Created taxonomy, templates, and routing rules to reduce noise and speed resolution.
- Launched the monthly “Insights from Tech Support” series to drive cross-functional action.
Service Desk KPI Dashboard — Power BI
Unified SLA/FRT/TTR and escalation trends for metric-based reviews across teams.
Guardrail — AI Personal Identifiable Information (PII) Governance (Prototype)
Compliance firewall for AI: intercept model outputs, run safety & compliance checks (PII/PHI, toxicity, jailbreaks, hallucination heuristics), then allow/redact/block—with audit-grade logging.
CRM Dupe Remover — Python/Zoho (Prototype)
Fuzzy matching + domain normalization to unify Accounts/Contacts/Leads; sandbox runs cleaned thousands of records.
Podiatry School — One Year, Then Pivot
Completed one academic year. I realized clinical practice wasn’t my long-term path—nor fair to me or future patients. The daily exposure to serious patient suffering clarified that my best contribution was elsewhere. I pivoted to systems and analytics where I could scale impact for teams and customers.
APMSA Legislative Liaison
Coordinated policy review and advocacy touchpoints; represented student interests in national legislative matters during podiatry training.
B.A. Biological Sciences — SUNY Binghamton
Trained in experiment design, statistical reasoning, and technical documentation. The scientific method became my operating system—define the question, measure well, analyze honestly, iterate quickly. That rigor now underpins every dashboard, workflow, and process I build.
Early Work — After-School & Gig Jobs
Started working at sixteen to help my family—juggling classes, long shifts, and early responsibilities. From Stop & Shop to Domino’s, Uber, and DoorDash, I learned endurance, empathy, and discipline. Nearly a decade later, that foundation still defines how I lead, serve, and solve problems under pressure.