A detailed reverse-chronological view of paid professional roles, from consulting work through customer success, executive operations, and data engineering.
Jan 2026 - Present
Expert Consultant
Dialectica
Provided strategic insights for global clients by analyzing customer experience, business needs, changing market conditions, capital allocation opportunities, and long-term business value.
Developed a broader product and go-to-market lens across investment decisions, shipping timing, customer segment prioritization, positioning, and adoption readiness.
Connected customer experience insights with business strategy across product positioning, market readiness, growth opportunities, adoption channels, and resource allocation.
May 2025 - Jul 2025
Contract Client Success Manager
US & Australia Markets
Worked directly with small business customers to understand product experience, workflow challenges, complaints, pain points, and desired outcomes.
Applied Jobs-to-Be-Done thinking in customer conversations, focusing less on surface-level feature requests and more on the real problem customers were trying to solve.
Reframed customer dissatisfaction into actionable product insights and simpler, lower-cost, more scalable solutions.
Feb 2024 - Feb 2025
Customer Success Specialist
zakipoint Health
Served as the liaison between Product and Customer Success, using customer, workflow, backend, and data context to diagnose support issues faster and translate product gaps into actionable insights.
Reduced support volume within 3 months and decreased issue resolution time from approximately 2 weeks to under 24 hours by improving onboarding, customer education, escalation workflows, ownership clarity, internal feedback loops, and coordination.
Owned member experience feedback loops during product enhancement cycles through surveys, usefulness and friction feedback, recurring pain point identification, and synthesized product inputs.
Prioritized high-impact product issues based on customer urgency, business impact, product stability, implementation effort, and reuse potential across accounts.
Coordinated major product bug escalations across customers, engineering, product, and executive stakeholders while keeping customers informed and trust intact.
Led onboarding, training calls, and demos that doubled as discovery opportunities for pain points, adoption blockers, feature gaps, recurring questions, and customer expectations.
Contributed to product analytics dashboards, hotspots, weekly metric tracking, feature usage analysis, adoption trends, customer engagement, and evidence-based prioritization.
Facilitated customer-centricity sessions for approximately 15 cross-functional team members and introduced empathy mapping before, during, and after product use.
Dec 2023 - Feb 2024
Executive Assistant to CEO
zakipoint Health
Supported executive decision-making and high-priority product and business initiatives through agendas, action items, operational reports, follow-ups, and leadership materials.
Facilitated weekly leadership meetings and improved operating rhythms to strengthen alignment, clarify priorities, maintain accountability, and support safer customer-centered roadmap execution.
Developed SOPs, governance processes, and internal communication structures that improved operational efficiency, stakeholder visibility, execution discipline, and alignment around customer outcomes.
Supported internal improvement initiatives by resolving communication gaps, removing operational roadblocks, and helping teams work with greater clarity and accountability.
Nov 2022 - Dec 2023
Data Engineer
zakipoint Health
Built and maintained reliable data pipelines that supported business insights, customer reporting, product visibility, and data-driven decision-making.
Focused on transformation logic to align data outputs with business needs, product usability, customer-facing objectives, and product understanding.
Translated technical challenges into practical data solutions, resolved blockers, improved data quality, and ensured accurate reporting through validation procedures.
Developed fluency across backend systems, data workflows, and product behavior, enabling stronger collaboration on customer issues, product gaps, and enhancement discussions.
Supported workflow optimization and internal process improvements that improved team efficiency and strengthened product delivery operations.