Case Studies
Diving deeper into my work.
Ring Customer Feedback and Escalation Program
Built a repeatable system that turned scattered community signals into prioritized product work — delivering $1M in annual savings from one app update and ~$400K from SEO-focused content improvements.
$1M
Annual savings from app update driven by community feedback
~$400K
Estimated savings from SEO-focused community content
1M
Average monthly page views on the community forum
Turning VP-level CX feedback into a repeatable prioritization system
Built a cross-functional process to capture, prioritize, and track customer experience issues raised in VP walkthroughs, aligning 5 product teams and delivering a 73% completion rate.
160+
CX issues tracked in the first quarter
73%
Completion rate, still holding
15%+
Of planned releases reprioritized
AI Language Quality Evaluation Program
Designed a scalable CX-focused scoring model for AI customer service transcripts, trained a cross-functional review team, and turned transcript-level defects into patterns senior leaders could act on, adopted across an entire product area to inform company-wide AI and LLM training.
500+
Transcripts evaluated in three weeks
12
Trained volunteer reviewers across disciplines
~40%
Of all defects traced to the top three quality categories