Cross-functional innovation across operational excellence, competitive strategy, and leadership impact. Strategic solutions built without formal authority or budget approval — proving value through results.
Intelligent customer service agent handling 95%+ inquiries with human-level accuracy while maintaining personal connection for complex issues.
Complete Zendesk replacement platform built from ground up. 48 API routes, PM2 + Nginx deployment on Digital Ocean, eliminating $75K+ vendor dependency entirely.
Real-time brand protection platform monitoring unauthorized resellers, counterfeit listings, and pricing violations across major marketplaces. Surfaces actionable intelligence for the legal and channel teams.
AI-powered analysis of 12,617+ support tickets clustered into actionable themes. Identifies product pain points, support trends, and emerging issues before they escalate. Feeds directly into product roadmap discussions.
Cross-references customer satisfaction data with social media signals to identify product experience patterns. Paste a social post and SCOUT finds correlated support tickets, surfacing the scope of any issue instantly.
Suite of tools giving global distributor partners visibility into product data, warranty status, and support escalation channels. Reduces distributor-initiated support volume while improving partner satisfaction.
Garmin's dominant content library (tutorials, training guides, feature explanations) creates a competitive advantage in customer acquisition and retention. COROS Content AI matches this at scale — generating accurate, on-brand content across the full product line without requiring product specialists' time.
Model Context Protocol integrations connecting AI tools directly to COROS internal systems — Feishu/Lark, product databases, support platforms. Enables AI-assisted workflows that would otherwise require manual data extraction and context assembly.
AI-assisted content workflows for the marketing team — campaign copy generation, product spec sheets, retailer enablement materials, and localization pipelines. Built to match the output quality of teams twice COROS's size.
Designed and implemented COROS's internal AI literacy and adoption program. Created training pathways, documentation, and support systems enabling 30+ team members across departments to incorporate AI tools into their daily workflows.
Built the reporting infrastructure that gives COROS leadership visibility into support operations, customer sentiment, product issues, and team performance — in a format executives actually use rather than raw data exports.
Strategic leadership through technical innovation, delivering measurable business results without formal authority or dedicated budgets. This portfolio demonstrates the ability to identify competitive threats, eliminate vendor dependencies, and create sustainable business advantages through strategic automation that amplifies human capabilities.