Asurion
Oct 2018 – PresentSenior Software Engineer · Technical Lead · Senior Manager · Nashville, TN
- Applied Lean Software Development. Repeatedly tasked with diagnosing and resolving inefficiencies in underperforming teams. Consistently drove 66–77% reductions in cycle times across multiple teams by applying Lean principles, fostering a culture of quality and continuous improvement, and demonstrating a repeatable model for boosting productivity and delivery velocity.
- Next-Gen CRM Migration. Orchestrated the migration of 40+ business partners from a legacy system to a next-gen CRM platform with minimal operational disruption. Designed and executed a strategy centered on a highly configurable, plug-and-play subscription lookup system, ensuring a seamless transition for all stakeholders.
- Internal CRM Upgrade. Led a 50-engineer initiative to migrate a business-critical CRM from obsolete Angular 1 and Dart 1 frameworks, facing imminent end-of-life support. Executed a divide-and-conquer strategy to upgrade the platform to modern versions with minimal operational disruption, extending core technology support by 5+ years and enabling continuous feature development throughout the migration.
- Software Engineer Leadership. Cultivated engineering talent by mentoring teams of up to 10 engineers across multiple projects. Created customized career progression paths through dedicated coaching, regular 1x1s, and personalized development plans, leading to increased team engagement and clear advancement opportunities.
- Full-Cycle Quality Assurance. Established a "you build it, you own it" quality model, embedding full-cycle QA within the development lifecycle. Tasked teams with writing comprehensive unit, integration, and end-to-end tests, and validated results through regular demos, leading to higher code quality and greater developer accountability.
- Talent Acquisition & Team Building. Directed talent acquisition by leading dozens of technical interviews for roles ranging from junior engineers to managers. Enhanced hiring quality by collaborating with non-technical departments (e.g., Marketing) to assess specialized skills. Successfully built an entire international engineering team from the ground up, including hiring a manager, to expand global capabilities.
- Proactive Security Management. Fortified the team's security posture by implementing a proactive vulnerability management process using Snyk, Dependabot, and Brinqa. Directed the rapid response to the critical Log4J (CVE-2021-44228) incident, mitigating risk across all team applications, and maintained executive alignment by presenting security status in quarterly reviews.
- Telephony Integration Migration. Averted a $5 million capital expenditure by migrating the company's telephony system from a legacy Avaya platform to Twilio Flex ahead of a costly 2-year license renewal. Executed an incremental migration strategy that seamlessly transitioned the workforce with no disruption to business operations.
- Customer Onboarding Test-and-Learn. Engineered a dynamic customer onboarding experience to improve user engagement with personalized account features. Implemented robust funnel analytics and a Contentful integration, empowering non-technical teammates to independently run A/B tests and optimize the user journey through a test-and-learn approach.
- Production Support & Incident Response. Ensured high system availability by establishing and participating in on-call production support rotations using PagerDuty. Led collaborative, live incident response during critical outages to minimize business impact and managed the triage of lower-priority issues for internal employees.
- Sales Compliance Optimization. Lifted agent sales compliance from 85.6% to 99% in four months by automating key processes within the internal CRM. Integrated automatic product eligibility calculations and tool login, which eliminated agent workarounds, generated more than 26k additional sales opportunities, and ensured a consistent sales experience on all calls.
- Real-Time Sales Analytics. Eliminated a 3-hour delay in sales interaction analytics by designing and spearheading the implementation of a real-time data pipeline. This empowered call center coaches with immediate, in-the-game performance data, enabling them to provide more timely and impactful feedback to agents.
- Leadership Development Kit. Championed a new leadership development initiative by piloting the inaugural 9-month cohort. Facilitated collaborative learning for a new curriculum of curated readings, weekly discussions, and peer mentorship. Successfully scaled the program to three additional cohorts, helping to establish a sustainable leadership pipeline.
- Lean Development Kit. Scaled the success of the Leadership Development Kit by creating a 15-week Lean Software Development training program. Designed a structured syllabus with curated readings and discussion materials, and used feedback surveys for continuous improvement. Successfully deployed the program to over 10 cross-functional teams, embedding Lean principles across the organization.