40+roles freed
Headcount, before → after
Before
200
After
~160
40+ roles freed
A 200-person support cost center behind a multi-billion-dollar program.
The move
Redesigned the operating model with Lean and intelligent routing.
Product Manager · Strategy & Operations, Office of the CEO · Founder, Sylvester Solutions
Product LeaderAnalytics & Operations
I spot the operational signal, size it with data, and build the systems that move the numbers. For large enterprises, and for the brands I build myself.
Product ManagementAnalytics & DataProcess & OperationsAI-Embedded Workflows
01Observe the operation02Size it with data03Build the system04Make it stick
Impact Highlights
Five moves, and what they moved.
Each number is a story: the stakes, the move, the result.
Fortune 500 Track Record
Enterprise problems, sized and solved.
Five years turning operational observations into products and systems inside a Fortune 500, from a 200-person operation to the Office of the CEO.
01Flagship
- 40+roles freed
- CSATup
- Regulatory riskdown
- ~1year, eval → done
Transforming a 200-person cost center behind a multi-billion-dollar program.
I took a 200-person customer-support operation, the cost center supporting a multi-billion-dollar revenue program, from first evaluation to completion over nearly a year. I applied Lean principles to minimize handoffs, movement, and rework, and designed an intelligent routing system that sorted work previously lumped into a single bucket. The result freed more than 40 of the headcount while increasing customer satisfaction and reducing regulatory risk. Landing it took sustained stakeholder navigation and executive influence.
Headcount, before → after
Before
200
After
~160
40+ roles freed
Customer satisfactionRegulatory risk
02
- 10sof millions of interactions/yr
- Provider migration led
- Zero-drama cutover
Migrating the contact-center technology behind tens of millions of interactions a year.
While leading that transformation in the same organization, I led the navigation of migrating the enterprise's contact-center technology provider, the platform handling tens of millions of customer interactions a year, coordinating stakeholders through a high-stakes cutover with the business running the whole time.
03
- $10M+value
- 20k+cases/yr
- Productivity · Defect · CSAT reporting
An analytics app and innovation portfolio that drove $10M+ in value.
I was brought into the Office of the CEO to build an analytics application and the innovation portfolio around it, driving more than $10M in value. The portfolio delivered productivity reporting, defect reporting, and customer-satisfaction reporting, including an escalation portal supporting 20,000+ cases a year that turned scattered escalations into connected insight, tying important data points together for the leaders who needed them.
Marquee result
- −43%overtime
- ~9khours removed YoY
- SLA-safe
Cutting overtime 43% by finding the OT that didn't need to exist.
A flagship piece of that portfolio: I drove a 43% reduction in overtime across the organization. It started with timecard audits of a single view and its associated work baskets, then grew into reporting that analyzed tens of thousands of hours of overtime worked, pinpointing the inefficient overtime that wasn't necessary to meet SLAs.
Overtime hours, year over year
Before
21k
After
12k
−9k hrs (−43%)
Simple solutions to complex problems
The best fix is the one that makes something impossible become routine.
04a
- $5M+pulled back
- Manual → automated audit
- Complex insurance data
Unlocking audits at scale in a function nobody could audit by hand.
I helped my supply-chain partners navigate an extremely complex function of the insurance business, and its equally complex data, to unlock the ability to perform audits at scale instead of requiring a manual review of each individual case. That simple unlock powered more than $5M in cost pullback.
04b
- $4M/yr saved
- 10M+SKUs audited
- Verified-source cost engine
Scraping verified device costs to audit 10M+ SKUs.
I optimized the device fulfillment of insurance claims by building a solution that scraped device cost from verified sources, then audited the fulfillment of more than 10 million out-of-matrix SKUs that had opportunities to be reduced, driving $4M in fulfillment cost savings annually.
The venture / Proof I build
Sylvester Solutions
An execution engine for premium brands. The same method, applied to companies I build myself.
Founder & Lead Solutions ArchitectSince 2024
Most teams already have good processes. They just run them manually and inconsistently. Sylvester Solutions helps that process take flight: tailored Micro-SaaS with AI embedded directly in the workflow, so the work becomes faster, cleaner, and repeatable. The result is high-end output without the high-end overhead. It's the same operating method I run inside a Fortune 500, pointed at the brands I build myself.
- Tailored Micro-SaaS built around a team's real workflow
- AI embedded directly into day-to-day operations
- Data and audience infrastructure that compounds over time
- A product and operating model designed to scale across markets
Flagship client
Legacy Lake & Mountain Living
Built a market-leading website from the ground up, automated client communications keyed to buyer profiles and interests, and stood up a database of 300,000+ real estate professionals and clients to power targeted audience building.
$15M+
Client sales volume powered
300k+
Records in audience database
WSJ
& major-publication features earned
Capabilities
Product-led, backed by the data and the delivery
I find the opportunity, size it with data, and ship the system that moves the number. Fluent enough in analytics, operations, and building to run every step myself.
Product Management
Finding the opportunity, sizing it, and shipping the system that moves the number.
- (Advanced)Discovery
- (Advanced)Operating-model design
- (Advanced)Roadmap & prioritization
- (Expert)Escalation & workflow systems
- (Advanced)Root-cause investigation
- (Advanced)Stakeholder & executive influence
Data & Analytics
Turning messy operational signal into defensible, decision-ready analysis.
- (Expert)SQL
- (Advanced)Power BI
- (Working)Python
- (Foundational)Machine learning
- (Advanced)Executive dashboards
- (Advanced)Conversational analytics
Process & Operations
Designing the operating model and the tooling that make good outcomes repeatable.
- (Advanced)Lean Six Sigma (UT Haslam)
- (Advanced)Intelligent routing
- (Advanced)Process automation
- (Advanced)Audit at scale
Building & AI
The maker's toolkit for shipping Micro-SaaS with AI embedded in the workflow.
- (Advanced)Micro-SaaS delivery
- (Advanced)AI-embedded workflows
- (Advanced)Automation platforms
- (Working)Data infrastructure
- (Working)JSON / APIs
Proficiency:ExpertAdvancedWorkingFoundational
Recognition
In the words of the leaders I worked with.
Recognition from senior leaders across the enterprise.
Thank you for your help on the customer escalation where you acted quickly to reactivate a customer's incorrectly blacklisted phone. Thanks for helping take care of it with such urgency and care.
You continue to surprise and delight me. You prioritized your time to pull together a last-minute request that told a compelling story, and the way you presented it was easy to follow and clearly showed the impact.
Thanks for always sharing the great reports you build and your insights on how we improve escalations and risk performance across the OCEO and LCR partnership.
Thank you for your diligence, collaboration, and unwavering commitment to delivering an experience that puts the Customer First while thoughtfully balancing business needs. Your work behind the scenes is making a meaningful impact.
Thank you for all your help with the CCI escalation tracker and dashboard. It has been a huge hit with the client and gives us great visibility into our escalations and how to get to the root cause.
Thank you for the AI counseling. You're making me smarter and a little more dangerous, in a profoundly good way.
About · Method
How I work
One operating method runs through everything on this page: observe the operation, size it with data, build the system, make it stick.
I'm a product manager who came up through operations, analytics, and Lean. For five years at a Fortune 500 technology-care company, I've turned complaints, failures, and operational friction into the analytics, products, and systems that leaders across Legal, Product, Customer Service, and Supply Chain depend on. That work has influenced more than $10M in protected and recovered value.
In parallel, I run Sylvester Solutions, my own venture, extending the same method: execution engines for premium brands, tailored Micro-SaaS with AI built into the workflow, so good but manual processes become faster, cleaner, and repeatable. It's high-end output without the high-end overhead, and it's proof that I build.
The through-line is a single operating method. I observe the operation to find the real opportunity, size it with data before I touch anything, build the intentional system that improves it, then make the outcome stick. Along the way I took my SQL to an expert level, grew into Python, machine learning, and applied AI, and earned my Lean Six Sigma Green Belt at the University of Tennessee's Haslam School of Business.
Credentials
- Lean Six Sigma Green BeltUniversity of Tennessee, Haslam School of Business
- Advanced SQL, Python, Applied AISelf-directed, applied in production
01
Observe the operation
I start from how the work actually flows. The real opportunity is usually hiding in the operation before it ever shows up in a report, so I go and watch it run.
02
Size it with data
Before I touch anything, I quantify it. I instrument the work and understand the true impact, so the fix is aimed at the number that matters, not the loudest complaint.
03
Build the system
One-off fixes don't scale. I design the intentional, optimized process or product, with the tooling and the ownership, that actually improves the operation.
04
Make it stick
The goal isn't a heroic launch. It's a defensible, repeatable outcome leaders can trust: measured honestly, and standing up when it counts.
For recruiters & hiring managers
Reviewing me for a product role?
The résumé and my inbox are one click away. I'm glad to walk through any of the work on this page.
Have a hard problem hiding in your data? Sylvester Solutions builds the systems that fix it. See the venture in The Lab, or just say hello.