👋 Hello

Most of my work lives in the space between customers, product, and engineering. A customer runs into something unexpected, and I dig in to figure out what's going on — whether that means tracing an issue through an API, writing up a detailed bug report, or recognizing that a pattern of tickets is really a product gap.

Over 7+ years at Customer.io I've maintained a 99% customer satisfaction rating, not because I have all the answers, but because I take the time to understand what someone is actually trying to accomplish and work with them until we get there.

Along the way, I became the most senior email deliverability SME on our support team — drawing on 6 years at Mailchimp before that. By evening, I'm usually reading, walking, or thinking about what to write next. This site is where those thoughts end up.