Operations leader · Analytics engineering · Builder
Contact-center operations, custom analytics and tooling, and quality systems — held together by one idea: ease. When the work is easier for the people doing it, it is easier for the customer.
The through-line
Most operations managers don’t build their own tooling; most tool-builders don’t run teams. I do both. Over the past year I moved from Operations Manager to Implementation Lead, third-party CX certification on a global customer-care program, and along the way I built most of the analytical and operational infrastructure the site runs on — while running a team with the discipline that infrastructure was designed to serve.
For a decade, overlapping my first years in operations, I worked in medical devices as a product manager and co-founder, where I became a named inventor on five U.S. biopsy-device patents and carried products through two acquisitions. Different industry, same instinct: understand the problem deeply, then build the thing that solves it.
What I can do
Run a contact-center operation of 10 supervisors and ~200 advisors. An unbroken weekly one-on-one with every supervisor, a monthly operating standard for the whole team, and a supervisor onboarding program built from scratch. A closed-loop coaching model that measures whether coaching actually moved the metric — and launched a new line of business end to end.
Turn hostile raw exports into tools people actually use. Advanced dynamic-array Excel (LET, LAMBDA, FILTER, XLOOKUP), Power Query M, SAP BusinessObjects design, and a weekly ETL pipeline over enterprise BI sources. The centerpiece: an operations dashboard that runs entirely offline — one operating system synthesized from raw workforce and performance data — used every day by ~50 supervisors and managers.
Build self-contained offline web applications (HTML, CSS, JavaScript), Chrome extensions (Manifest V3), Python build pipelines, and VBA automation — an ecosystem of internal tools that replaced manual reporting across attendance, adherence, quality, coaching, staffing, and cost, and put self-serve analytics in every supervisor’s hands.
Certified implementation leader (third-party CX standard R8.0); led the site to recertification in May 2026 against the rigorous third-party customer-experience standard the client requires. DMAIC problem-solving, statistically-sampled quality measurement, and target-setting governance that aligns metrics with defensible, auditable measurement rather than reporting artifacts.
How I work
Manager → supervisor → advisor → customer
Every handoff has someone on the other side.
96 invented surveys · modeled relative weight
Measure what the customer feels, not only what the form checks.
Bespoke automation clears the handoffs.
Proof, not promises
Each one live on invented data. Idle, it walks itself through them; touch anything and it’s yours.
translation between systemsmanual labor and stressinefficiencyauditabilityidempotency between reportsreporting grainsdimensions, measures, detailfriction and noise
Deep dive
An exhaustive inventory of the systems behind the day job, catalogued for the technically curious — the note below explains the one thing it leaves out.
A connected suite of Manifest V3 extensions and single-file tools, built inside a locked-down corporate browser and operating entirely from file:// origins.
One local file · the browser's own limits
Request → privileged bridge → response
7 scoped commands · storage + bookmarks
Toolkit · picker · extractor
The house pattern underneath the whole fleet: self-contained offline HTML applications — no server, no dependencies, no data leaving the machine.
Interface + data + parser · one HTML file
Edits → IndexedDB · local autosave
Save copy → data baked into the HTML
One portable application · server count 0
The flagship name withheld: one application, one operating system — the first thing ~50 supervisors and managers open each morning.
Scheduling + HR + device + roster → builder
Browser builder → one shared dataset
Performance · attendance · coaching · alerts · triage
Performance → alert → coaching → triage
~50 leaders · one application · one operating system
Dozens of recurring analytical workbooks on a template-and-archive cadence, plus the forensic tooling that keeps them honest.
Template → working copy → archive → next cycle
18 audit categories · formulas + links + code
Modules → external edit → JSON manifest
Edited modules → manifest → workbook
The pipeline and query engineering the whole tool fleet stands on.
Thirteen data sources + operating extracts
Queries + extracts → single upstream
Canonical dataset → weekly refresh
Dashboard · attendance · quality · coaching
The measurement and evidence machinery behind the site’s May 2026 recertification against the rigorous third-party customer-experience standard the client requires — built, not bought.
Standard → clause → evidence
Clause → cited artifact · one visible chain
Observation → actions → evidence → compliance case
Traceable record → compliance case → audit
The glue layer: native launchers, document engineering, and disk archaeology.
Registered components · one host
Persistent iframe → interface + local state
Host message → component → live data
Tree depth + size bars → navigable inventory
SYS.01
The personal build behind it — read the Multitool field manual →An extension IDE, deployment pipeline, settings store, and bookmark manager in one self-contained HTML file run from file://. Manages multiple unpacked extensions, scaffolds new ones, and ingests whole-folder bundles through a fenced-block format with a name-match guard against accidental cross-paste. Writes real files via the File System Access API; autosave rides IndexedDB with signature comparison.
Grants the control plane Chrome-level reach from a file:// origin over a request/response envelope protocol: seven commands covering namespaced storage, full bookmark-tree read/write with favicon capture, and window/tab launching. A pinned manifest key fixes the extension ID; permissions are scoped to exactly three APIs.
A dual-FAB overlay injected across a single-page-app estate: route patching and MutationObserver unified into one onRoute(), a display wake-lock kept alive by a near-silent offscreen audio loop, scroll-capture-to-text, a local-tool launcher, copy/paste slots, a keystroke feed, and a global styles sheet propagated live across iframes and shadow roots.
An element picker with a persistent documentation table that records target identity per click — ignoring any injected UI — so every internal domain gets structured selector documentation that downstream extraction tools import.
Crosses JavaScript world boundaries to read SAPUI5 binding contexts directly (a content script’s isolated world can’t see window.sap), fans extraction triggers across nested iframes, and returns payloads through a shadow-DOM sidebar. Four extraction modes: query-panel scrape, object/variable definition reads, coordinate-grid tables, and indent-stack tree reconstruction.
SYS.02
Each tool is one HTML file with embedded JSON data and in-browser XLSX parsing, built to run in a locked-down, file-origin environment. Every shipped file is simultaneously a snapshot and a re-loadable application.
A “save copy” mechanism that re-serializes the entire application with fresh data baked in — using a pristine-snapshot pattern and a dedicated script-tag injection point to dodge the classic bug where a self-editing download function’s regex matches its own source.
Aggregation and merge rules validated against system-of-record anchors, never assumed: rates roll up as sum-of-numerator over sum-of-denominator; in-progress periods are excluded from trends; incremental drops merge at day grain; columns parse by header name, never index; truncated worksheet ranges are recomputed before any parse.
CSS-token theming with zero hardcoded colors across the fleet — every tool ships integrated dark and light modes on the same data source.
Versioned Python builders assemble each tool: string replacement with exact match-count assertions, syntax checks on the extracted script, jsdom verification against pandas-computed truth values, and only baked outputs ship.
SYS.03
Performance, efficiency, attendance and adherence with a full auxiliary-state breakdown, coaching, alerts, calendars, per-advisor scorecards, daily ledgers, and an embedded outlier-triage view across hundreds of agents — all in one offline file with search, frozen headers, threshold filters, and XLSX/JSON/CSV export.
The builder ingests raw scheduling, HR, device, and roster files and synthesizes the complete dataset entirely in the browser — retiring the manually assembled workbook it replaced.
A full pay period rendered as parallel per-day activity columns at minute resolution, anchored by clock-in/out bands, with a restrained palette that reserves a single accent for attention states — so problems surface before you consciously look for them.
Structured coaching forms that preserve the six-week metric window exactly as it looked at each past session, filter the coach’s own prior wording in real time as they type, and close every record with a before/after metric delta. Serial-numbered and audit-ready.
Per-advisor hover analytics including a leave-one-out team-impact figure: the points an advisor moves the team average versus the team without them — one hover away, never in the way.
Login/logout time reconciled against payroll time per advisor per day, feeding a daily investigation drill distributed to supervisors — every flagged discrepancy is investigated and confirmed with the person before any correction is made.
SYS.04
LET, LAMBDA, FILTER, BYROW, HSTACK, CHOOSECOLS, SEQUENCE and spill logic as the standard formula stack, with structured-table XLOOKUP joins over a shared roster backbone common to every engine.
A schedule exporter that reshapes a 31,000-row workforce-management activity dump into readable per-person weeks; an early-warning attendance-governance workbook with escalation templates; an on-time-plotting audit that generates WFM change requests; a supervisor-effectiveness stack-ranking model with a coaching-effectiveness index; billable-training calculation pipelines; compliance controls for security attestations and refund reviews; quarterly absenteeism and attrition analyses.
A structural x-ray of any workbook: eighteen toggleable audit categories — formulas, names, pivots, conditional formatting, external links, a full VBA inventory — each wrapped in its own error trap so one failure never aborts a run. Chases external links and audits linked workbooks read-only; renders a themed report sheet plus an exhaustive JSON export.
Exports every VBA component with a JSON manifest so the extension-side editor can edit Excel code externally, then applies staged changes back — in-place replacement for document modules, remove-and-reimport for the rest — with a written apply log.
A documented set of Mac Excel bug mitigations: comment-shape realignment, note autosizing by wrapped-line estimation, threaded-comment migration that preserves authorship — and a deliberate one-line macro that clears the undo stack to reclaim memory on a taxed machine.
Two-million-row datasets held connection-only on a platform with no Data Model support: buffered single-pass cardinality diagnostics, distinct-first classification against millions of rows, and dynamic column derivation so schema drift never silently drops a column.
SYS.05
A canonical query folder as the single upstream for every downstream tool: interaction, quality-evaluation, survey, and peer-feedback pulls alongside adherence, punch, roster, and scheduling extracts, refreshed on a weekly production cadence.
Merged reports joining thirteen data sources into one row per interaction across 235 documented variables — built on a gatekeeper-variable pattern with strict context operators, plus a discovered list of platform constraints that shaped every formula.
Pairwise correlation matrices computed in-formula (LET + MAP over SEQUENCE, with SUMPRODUCT pair counts), chi-squared evidence analysis, and audit-grade sample sizing — n₀ = p(1−p)(z/E)² with finite-population correction and two-sample significance testing.
Retail-style 5-4-4 fiscal period math threaded through every week code in the reporting estate, cross-checked against the calendar’s own arithmetic across test anchors.
Scheduled report emails captured by cloud flows, transformed locally by scheduled Python builders over synced document libraries, then published and distributed with download-forced share links — an end-to-end reporting workflow with no manual step.
SYS.06
A single-file application that became the program’s system of record: a searchable standards codex, a meetings log with heat-shaded calendar rails and verbatim transcript drawers (name-scrubbed), corrective-action tracking against real item numbering, and built-in calculators — behind a macOS-style global search overlay.
A mandated evidence structure per corrective action — observation, actions, evidence, compliance case — under strict authorship rules: other owners’ wording preserved verbatim, nothing fabricated, gaps flagged rather than filled.
Replaced a flattering but non-representative measure with QA-observed audits: formal sample sizing, a three-module framework (sizer, yield, actuals tracker), a collaboration form feeding the tracker, and a data spine at case-and-advisor grain whose defect flag is never null.
Exactly two sanctioned derivation methods; a gap-based customer-satisfaction method with scheduled refresh; a calibration scatter that exposed a structural impossibility between two paired targets (complementary tails of one distribution); utilization redefined to in-office shrinkage; trailing-twelve-month baselines with a delta projection bridging missing history.
Schedule attainment rebuilt from an aggregate ratio that could exceed 100% into a per-interval pass rate; a twenty-item discrepancy checklist with exact artifact, page, and cell locations; facilitation guides with run-of-show timing, roster chips, and domain-split question banks.
A multi-phase corrective program on the site’s top dissatisfaction driver: a multi-report join measured in tens of megabytes, a hypothesis-testing register with proven/disproven outcomes, weekly monitoring books, and behavior-level correlation analyses joining quality evaluations to surveys.
SYS.07
Desktop app bundles that wrap the file-origin tools as chromeless native launchers — resolving a windowing constraint no extension could — including a dual-tenant messaging split and process-kill utilities.
A 3,102-entry (~11 GB) filesystem manifest rendered as a dark file-tree browser with proportional size bars, lazy expansion, five-state flagging with per-node comments, and JSON export — used to reconstruct an entire analytical workstream from disk archaeology.
Fragmented chat screenshots reconstructed into clean verbatim transcripts, then compiled into interactive PDFs: structured minutes with numbered footnotes and bidirectional anchor navigation between every claim and its source line.
A master dashboard housing multiple analytics tools as registered iframe components — a four-edit registration pattern, persistent mounts, and a message-protocol bridge feeding live data to each tool.
Experience
Grouped by company — expand any role for the full detail.
Intellectual property
Invented biopsy technology across two medical-device companies, with related European and Japanese counterparts.
US 9,463,002 B2
A biopsy device includes coaxially disposed inner and outer needles in which the outer needle tip is configured for obtaining a tissue sample. The inner surface of the outer needle includes a tissue retention feature which may include a countersink and/or a feature formed in the inner surface. The device may be introduced to a biopsy site through an introducer in which the introducer is vented and/or a certain ratio of introducer inner diameter and biopsy device outer diameter is maintained. The full core devices also permit a tighter tolerance between the I.D. and O.D. of the outer cannula and stylet, respectively, which further permits the use of a smaller gage introducer. Full devices also include a sample trap assembly operable to enlarge the sample cavity after the full core sample has been obtained.
US 10,004,483 B2
A full-core biopsy device comprises an outer cannula hub with an outer cannula coupled at a proximal end to the hub, the outer cannula with a tissue slicing feature defined at the distal tip configured for cutting tissue. The device further comprises an inner member hub and an inner member coaxially disposed within the outer cannula and coupled at a proximal end to the inner member hub. The inner member includes a tubular body, an inner member tip at an opposite distal end thereof and an elongated scoop portion defined between the tubular body and tip. The distal ends of the outer cannula and the scoop portion of the inner member define cooperating forcing cone features.
US 11,045,173 B2
A full core biopsy device includes an outer cannula carried at a proximal end by a outer cannula hub and defining a tissue cutting edge at an opposite distal end, an elongated inner cannula carried at a proximal end by an inner cannula hub and concentrically slidably disposed within the outer cannula. A housing defines a first cavity, a second cavity, and a spring hub between the first and second cavities with a bore in communication between the cavities. An outer cannula spring is disposed within the first cavity between the spring hub and the outer cannula hub. The outer cannula spring is configured to produce a force directed distally against the outer cannula hub. An inner cannula spring is disposed within the second cavity between the spring hub and the inner cannula hub and is configured to produce a force directed proximally against the inner cannula hub. A latch, stop and trigger arrangement is provided to charge the device to compress the two springs and to fire the device to obtain a tissue sample.
US 11,839,364 B2
A biopsy device includes coaxially disposed inner and outer needles in which the outer needle tip is configured for obtaining a tissue sample. The inner surface of the outer needle includes a tissue retention feature which includes a countersink having a predetermined length from the distal cutting edge of the outer needle.
US 12,239,299 B2
A biopsy device includes coaxially disposed inner and outer needles in which the outer needle tip is configured for obtaining a tissue sample. The inner surface of the outer needle includes a tissue retention feature which includes a countersink having a predetermined length from the distal cutting edge of the outer needle.
Toolkit
Dynamic-array Excel (LET, LAMBDA, FILTER, XLOOKUP) · Power Query M · VBA + workbook forensics · SAP BusinessObjects WebI · ETL (BusinessObjects, Superset, Power Automate, SharePoint) · applied statistics
Single-file offline web apps (HTML / CSS / JavaScript) · Chrome extensions (Manifest V3) · Python build pipelines · UX-oriented tool design
Third-party CX standard (R7.1 / R8.0) · DMAIC · target-setting governance · quality monitoring & coaching frameworks · WFM (NICE / IEX), adherence, forecasting
People management & weekly coaching cadence · supervisor onboarding & development · new line-of-business launch · stakeholder & client communication
Fluent on Windows and macOS · Office 365, Adobe Creative Cloud. Technically minded with an eye for design and frictionless UX — off-hours in C++, Python, and Assembly.
Off the clock
Self-directed builds I chase past the point of reason — some for a weekend, some for many years.
Drive an iPad from a Windows PC over one Bluetooth radio — keyboard, mouse, audio, and clipboard — through a headless Debian VM that owns the radio and pretends to be a BLE keyboard. A deep dive into Bluetooth Low Energy, USB passthrough, and PipeWire audio, packaged to a single Windows exe.
Read the field manual → Source on GitHub →A Chrome extension that reshapes the browser around how I work. One blue button on every page carries a universal toolkit; a red button reacts to whichever site you’re on — and a built-in Site Autopsy tool documents any new site into a spec that generates its own companion. Distributed as a single-file build console with a live feature matrix.
Read the field manual →Reverse-engineer a 25-year-old, closed-source game engine by hand, in x86 assembly — no source — and rework it from the inside out. Seven years of RE consolidated into one version-guarded runtime DLL: 86 assembly patches, 36 custom maps, 60,000+ recolored sprite frames, and 2,100+ data-table edits.
Read the build notes → Contact for more info →Tile every surface you live in side by side — each pane a real Firefox window, not a webview — reparented into one frame. Import your Firefox profile once and every pane is signed in; a single omnibox drives whichever pane you’re in, and Firefox’s own chrome hides until you want it. A leash of foxes is three; this is a leash of Firefoxes. Packaged to a single Windows installer.
Read the field manual → fireleash.com → Source on GitHub →Let’s talk
References available upon request.