Context
Sprint’s Midwest region—over 300 stores and $2.8B in annual revenue—faced a severe leadership capability gap. Nearly 95% of managers lacked essential leadership skills in hiring, coaching, performance management, and time management. This gap drove high attrition, inconsistent store performance, and costly turnover.

Action
I conducted a region-wide competency audit using performance data, learning transcripts, and operational insights. I partnered closely with the regional VP and district leadership to design a multi-year leadership development journey and succession plan.
Key components included:
• Structured learning cohorts with complementary development paths
• Real-world capstone projects tied to operational gaps
• A multi-modal coaching and feedback model
• Leadership pipeline mapping and readiness scoring

Impact
• Reduced leadership attrition by 20%
• Delivered $10M in annual savings from reduced turnover
• Built a scalable leadership pipeline adopted region-wide
• Improved management capability and frontline execution

Context
GoDaddy’s onboarding ecosystem was fragmented, inconsistent, and created long paths to proficiency. Disconnects across recruiting, IT, finance, operations, and training limited productivity and revenue impact.

Action
I led a national onboarding transformation, aligning seven cross-functional departments into one unified process. I conducted a full portfolio and delivery audit, rebuilt content, and redesigned the workflow to ensure consistent, high-quality training experiences.
Changes included:
• Streamlined content with clear sequencing
• Rebuilt training ahead of schedule for increased practice time
• Standardized communication and logistics processes
• Improved handoffs between departments to eliminate blockers

Impact
• 70% increase in new hire sales revenue
• 3.5% increase in call conversion rate
• 1.5-minute reduction in average handle time
• $1.8M in new revenue within four months
• 60% reduction in onboarding disconnects
• All training classes began finishing on time or early

Context
May Mobility—a leader in autonomous vehicle technology—was expanding into new U.S. and international markets. The company lacked standardized training, documentation, and operational readiness processes for Customer Operations.

Action
I built and launched May Mobility’s first global learning organization. I implemented learning and knowledge systems, created a three-week autonomous vehicle onboarding curriculum, and built a certified site trainer network.
I also established a documented compliance system to protect both operators and the company as it scaled.

Impact
• Enabled successful U.S. and Japan site launches
• Achieved 95% autonomous vehicle utilization at launch (highest in company history)
• Standardized onboarding and compliance globally
• Created a sustainable framework for future market expansion

Context
After training, new hires struggled to apply skills in live production. There was no structured post-onboarding coaching model, minimal feedback infrastructure, and no data to indicate why reps were underperforming.

Action
I launched GoDaddy’s first AI-enabled live coaching program to support hundreds of new hires across internal and BPO teams.
Key initiatives included:
• Implementing AI tools to evaluate call patterns, identify behavioral gaps, and surface targeted coaching insights
• Building a scalable coaching framework focused on specific moments within the sales cycle
• Integrating coaching into daily operational rhythms through a dynamic capacity model
• Equipping leaders with AI-driven prompts and behavior-based playbooks

Impact
• 86% of coached employees increased revenue generation
• Improved time-to-mastery and sales consistency
• Standardized post-onboarding enablement across global teams
• Strengthened frontline performance and reduced early-term turnover

Context
During the Sprint/T-Mobile merger—and the onset of COVID-19—employees faced high uncertainty, operational disruption, and risk of mass attrition. Many regions experienced sharp declines in morale and performance.

Action
I led the transformation of corporate merger materials into an engaging, multi-modal enablement program.
This included:
• Designing four custom training videos with interactive activities
• Creating structured launch communications
• Establishing evaluation and feedback cycles to monitor sentiment and adoption
When the pandemic hit, I led the company’s first successful transition of a retail team into a virtual call center model—protecting jobs and ensuring business continuity.

Impact
• Achieved the lowest regional attrition rate company-wide
• Preserved frontline jobs during COVID-19
• Maintained customer service continuity through crisis
• Built a scalable change enablement framework used for future integrations

Context
As May Mobility scaled across new markets, the absence of an L&D infrastructure created inconsistent training, increased safety risk, and slowed site readiness.

Action
I built the company’s first Customer Operations learning team from the ground up.
This included:
• Defining organizational structure, workflows, and career paths
• Hiring and developing the learning team
• Creating role-based curricula, SOPs, and performance coaching models
• Implementing knowledge and learning systems globally

Impact
• Created an L&D function capable of supporting global expansion
• Improved readiness, safety, and operational accuracy
• Established scalable frameworks for all future site launches

Context
Frontline teams relied on outdated, inconsistent knowledge sources that slowed execution and created variability in customer experience across global teams.

Action
I led the AI-driven modernization of GoDaddy’s knowledge management system.
Key improvements included:
• Implementing AI-assisted authoring and maintenance workflows
• Deploying AI-powered search to surface accurate information faster
• Creating governance and version control processes
• Training global teams across the U.S., Serbia, and Australia to ensure adoption

Impact
• 60% reduction in time-to-update knowledge articles
• Improved accuracy, consistency, and compliance
• Reduced customer escalations and handle times
• Created a future-ready knowledge foundation for global scaling

Context
Sprint lacked a consistent method to observe, measure, and coach frontline sales behaviors across hundreds of stores.

Action
I developed the region’s first behavior observation and tracking system aligned with corporate performance expectations.
Features included:
• Weekly behavior scorecards
• Location-specific insights
• Coaching prompts tied to sales KPIs
• Tools for trainers, district managers, and retail leaders to drive consistency

Impact
• Achieved the highest-rated sales behaviors in the company (validated by QA and audit teams)
• Improved week-over-week performance visibility
• Standardized coaching and rep development across the region

Context
Sprint launched ConnectNow, a unified retail sales and customer experience model. The Midwest region (6,000+ employees) required a scalable enablement strategy to drive adoption and performance consistency.

Action
As the strategic learning partner to the regional VP ($2.3B annual budget), I led the ConnectNow transformation across Michigan, Indiana, and Ohio.
This included:
• Converting strategic intent into multi-modal learning and enablement programs
• Creating role-based learning pathways
• Building coaching tools aligned to the new model
• Certifying district-level trainers
• Supporting leaders with adoption guidance, playbooks, and reporting tools

Impact
• Seamless adoption by 6,000+ employees
• Improved sales consistency and customer experience
• Enhanced leadership capability and coaching effectiveness
• Recognized as a best-in-class enterprise rollout

Item descriptionContext
May Mobility expanded internationally but needed localized, culturally aligned operator training for new global markets—particularly Japan.

Action
I designed and deployed a customized operator upskilling program for Japan, blending global standards with cultural and regulatory alignment.
Elements included:
• Technical AV operations training
• Safety protocols and compliance
• Customer operations workflows
• Localization of content and delivery

Impact
• Successful launch of May Mobility’s Japan operations
• Highest operator readiness and consistency to date
• Framework used to scale future international launches