Positioning

I build decision-ready operating systems for CX + Ops: routing/queue logic, knowledge governance, escalation policy, and the controls that make automation/AI safe and measurable.

What you’ll find here

• Case Study: 1-page narrative that shows truth → authority → execution → governance
• Artifacts: sanitized examples of the actual tools I build (decision trees, KB governance, tagging, QA rubrics, change logs, dashboards)
• Operating Principles: how I lead and prevent drift

Strength areas:

• Authority + decision rights clarity
• Multichannel routing / escalation design
• Knowledge foundation + governance for AI readiness
• Change control + monitoring to prevent drift

Case study (Click to open)

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Artifacts