Curriculum Vitae

Exploring how technology intersects with human understanding and consciousness. Specific interests include Jungian psychology, Transpersonal psychology, and Artificial Intelligence.

AI development orchestration platform transforming Claude Code into a governed software development team. Product designed, architected, and shipped end-to-end -- backend, frontend, desktop app, entitlement system -- using AI as the primary build tool, directed by two decades of product leadership practice.

Co-founded and led a technology company translating cutting-edge AI into practical, human-centered tooling. Set product vision and go-to-market strategy; built team culture around the principle that AI should augment human work rather than displace it. The venture advanced an applied thesis that ethical constraints and commercial viability are not mutually exclusive in AI product design.

Operational leadership of a private contact center firm specializing in lead management and customer acquisition. Designed KPI frameworks aligned to strategic goals, managed budgets and resource allocation, and integrated advanced technology into core operations. Mentored team members across functions while maintaining client relationships and service delivery standards.

Senior leadership over organizational strategy, executive communications, and cross-functional coordination. Scaled Customer Success, PMO, and Operations to grow contact center AI deployments from 1,200 agents at 6 centers to more than 20,000 agents at over 50 centers globally. Expanded the customer support team by 300% in twelve months to clear the deployment backlog. Managed Fortune 50 client relationships across Telecom, Healthcare, and Finance; doubled book of business within two years and negotiated renewals that increased ARR by 5% while decreasing operating costs by 10.5%.

Strategic leadership to internal and external software development teams delivering AI products for enterprise contact centers. Implemented SAFe Agile methodologies across the product organization, elevating the team's Say-Do Ratio past 90% and building a culture of predictable delivery. Managed a 150% increase in the installed user base during a period of rapid company growth.

Directed the digital portfolio PMO driving customer-centric initiatives for AT&T's contact centers, overseeing development of digital engagement tools and AI-powered support systems for 25,000 agents. Designed and implemented CoBot, a human-augmentation AI program that improved sales conversion rates by over 10% and contributed to a Lifetime Value increase of +$100 million; the same program reduced contact center attrition by 60% and improved speed-to-proficiency rates by 300%. Managed virtual assistants achieving a 60% engagement rate and saving more than $10 million annually through customer self-service.

Comprehensive project management for a team focused on consumer device launches and customer satisfaction improvements. Led a multi-year initiative delivering steady increases of +5%, +9%, and +6% in customer satisfaction across the buying experience over three consecutive years. Achieved annual savings of over $20 million through operational optimization and schedule alignment for 40,000 contact center employees. Compressed an 18-month chat platform migration to 59 days, yielding cost savings exceeding $25 million and expanding customer access to support channels.

Nine-year progression through the frontline of the contact center: collections agent, tech support, credit and activations, mentor, team manager, area manager, vendor manager, QA analyst, and trainer. This period grounded every subsequent product decision and leadership practice in lived operational knowledge of how contact centers work and what the people inside them need to succeed.

Graduate Assistantship with eCampus, the University System of Georgia's online-learning division. Leading a research project on defending online learning against AI-assisted academic dishonesty.

Trauma-informed youth mentor with Camp HOPE Chattanooga, a program of Partnership for Families, Children and Adults and an affiliate of Camp HOPE America. Supporting children and teens ages 7-17 who have experienced domestic violence, sexual assault, or community violence through year-round monthly pathways activities and a week-long residential summer camp at YMCA Camp Ocoee.

Scoutmaster for Troop 113 in Rome GA. Serving 60 young men and 16 (and counting) young women. As a third-generation Eagle Scout I consider Scouting the MOST important thing I do on a day to day basis. It represents a legacy of good citizenship and good character that I am proud to pass on to the next generation. Also, sometimes you see bears in a scary way.

FLL coach for the 100 Black Men of Rome's Kemet Robotics team. Mentoring in Robot Design, Programming, and Professional presentation.

Top volunteer Scouting leader of the district, whose job is to motivate a talented team of people. Presided at district committee meetings, represented the district on the council executive board. Responsible for membership, program, and fund development functions of the district.

Council-level leadership role. Worked with the Scout executive as a member of the council Key 3, providing leadership to the commissioner corps in serving the packs, troops, teams, ships, and crews in the council. Served with the council president as a local council representative to the National Council and regional committee.