Case Studies
Decision write-ups. Each one covers the constraints, the options that were on the table, what I chose and why, and what I would do differently. Career history is on my résumé.
Bringing AI agents into client servicing
How I approach putting agents in front of client-servicing work: agents read, route and draft, and a person sends every message.
A GenAI rules system that knows when to ask
Strategy for a GenAI system that finds duplicate and conflicting decision logic across thousands of product configurations, with confidence-based routing between automation and expert review.
Self-service product data, with controls that pass audit
Scaled a self-service product data platform from 0 to 400+ users, replacing $50K, six-month engineering projects with same-day changes under a risk-based change framework.
Fixing client onboarding at the point of selection
Cut onboarding rejections by 80% with eligibility rules that block invalid product combinations up front, and cut onboarding time by 65% by modernizing the APIs behind it.
Founding an automation team from zero
Spotted the automation opportunity in tax compliance, built the business case, hired the team, and shipped 20+ self-service applications that analysts could run and build on their own.