Highlights

Programs I'm proud of.

Three case studies that show how I bring people together, reduce friction, and turn customer feedback into something teams can act on.

Agent.ai · INBOUND 2025

Case study 01

Bright Ideas: Turning “could AI do this?” into “here’s how”

Community & Support Lead

AI can still feel abstract until you see your own idea actually work. Bright Ideas was designed to make that leap feel tangible.

At INBOUND 2025, I invited attendees to share something they wished AI could help them do. We collected 65+ ideas, turned five into working Agent.ai agents during the two-day conference, and shared the rest with our builder community.

I designed and ran the activation end-to-end, creating a hands-on way to show how quickly a real problem could become something useful.

65+ ideas

submitted by INBOUND attendees

5 agents

built during the 2-day conference

20%+ growth

in our library of agent ideas

Bright Ideas idea wall at the Agent.ai booth at INBOUND 2025

From Spark to Solution screens showing how attendees submit and build agent ideas

The Old Girls Club

Case study 02

Onboarding & activation for a 3,000+ member community

Community Manager, Onboarding & Operations

OGC is a 3,000+ member professional community, and like most communities, its biggest lever isn't recruiting — it's making sure new members find their footing before they disengage.

I designed the onboarding experience, activation programs, communications, and community guidelines, and built the day-to-day operational workflows (including AI-assisted ones) that keep it all running.

The community holds 95%+ monthly member retention, and 88% of surveyed members say the onboarding resources helped them navigate and get value from the community.

3,000+

members supported

95%+

monthly retention

88%

found onboarding helpful

Dropbox / DocSend

Case study 03

Building a QA program the support team could stand behind

Senior Customer Support Associate

DocSend's support team was moving fast and shipping volume, but there was no shared definition of quality — which meant coaching was inconsistent and customers had inconsistent experiences.

I designed and implemented a Quality Assurance program: scoring rubrics, calibration, coaching workflows, and reporting that connected quality trends to product and partnership issues.

Team-wide CSAT went from 72% to 85%, and partnership support inquiries dropped 25% quarter-over-quarter as the feedback started reaching the right teams.

72% → 85%

team-wide CSAT

−25% QoQ

partnership inquiries

Defensible

quality standard