Fractional & Consulting
AI-Driven Customer Support Transformation
I help customer support organizations adopt AI without breaking service quality — turning support from a cost center into a measurable driver of retention, efficiency, and growth.
What I Do
- Design AI-augmented support operating models — tiered support structures, escalation frameworks, and AI-human workflow design
- Lead AI tooling rollouts (ServiceNow NowAssist and comparable platforms) with real, measurable adoption and efficiency gains
- Diagnose and turn around underperforming support and engineering teams through structured process and Agile adoption
- Build the knowledge management and governance systems that make AI implementations actually work in practice, not just on paper
Proven Results
- Reduced incident Mean Time to Resolution (MTTR) by approximately 71% through an AI-enabled ServiceNow NowAssist rollout
- Designed and built a three-tier (T1/T2/T3) support model from scratch, scaling it to an 11-person organization
- Turned around an underperforming engineering team through Agile adoption, improving throughput without adding headcount
- 24 years leading customer support and operations, including 12+ years in Director-level leadership
Who This Is For
- Companies scaling support operations while adopting AI, without a clear operating model in place
- Support organizations under efficiency pressure who need practical, execution-ready guidance, not just strategy slides
- Companies needing interim or fractional senior support leadership during a transition, reorg, or leadership gap
Engagement Options
Fractional Leadership
Ongoing, part-time senior support leadership embedded in your team
Project-Based Consulting
AI rollout design, tier/org design, and process or efficiency audits
Advisory
Strategic sessions and ad hoc guidance for support and CX leaders
Available for fractional, project-based, or advisory engagements. Let’s talk about what your support organization needs.