Career

Experience

7+ years designing rollout strategies, training programs, and documentation for audiences ranging from frontline agents to the C-suite.

December 2022 — Present

Lead Analyst, Digital Commerce (Enablement)

Lowe's Companies, Inc.

Conceived, built, and scaled a digital customer resolution program, recovering $6M+ in annual revenue by pairing process redesign with technical enhancements across 100k+ customer orders over 12 months.
Authored the SOPs, technical documentation, and training that put the program into operation, standardizing execution and improving customer value by 20%.
Partnered cross-functionally across Merchandising, IT, and Marketing to mitigate digital friction, ensuring seamless platform adoption and long-term user satisfaction.
Introduced AI-assisted workflows to streamline ticket creation, reducing manual processes across the Order Resolutions team by 50%.

June 2021 — December 2022

Lowe's Companies, Inc.

Partnered with Merchandising and IT to ensure product catalog availability, site functionality, and feature adoption on Lowes.com, protecting 8-figure revenue streams during peak traffic events.
Created and managed triage pathways, root-cause analysis training, and escalation playbooks for high-priority enterprise site issues, empowering frontline teams to minimize customer impact.
Directed stakeholder communications for Tier 1 events (Black Friday) and major incidents, turning post-mortems into team training.

January 2020 — June 2021

Lowe's Companies, Inc.

Led an enterprise change management and enablement strategy for 2,000+ contact center agents adopting new tools and processes, lowering average process review time by 40% while increasing knowledge retention scores by 20%.
Analyzed performance KPIs to pinpoint adoption gaps, then designed targeted training and coaching content to close them.
Advised operational leadership on digital tool adoption, communication frameworks, and employee engagement.

September 2019 — January 2020

Wells Fargo

Developed communication strategies and executive presentations with C-suite leaders for organizational initiatives.
Partnered with process owners to document and roll out new financial technology initiatives across departments.

June 2018 — August 2019

Lowe's Companies, Inc.

Led internal communications and enablement for digital teams, creating standardized process documentation, digital training, and interactive issue playbooks.
Coordinated cross-functional groups to align internal enablement messaging with external stakeholder touchpoints.