I’m an operator and change practitioner in Chicago. For more than 20 years I’ve helped organizations get their people, processes and technology moving in the same direction.
I connect the parts of a business that usually drift apart.
I’ve worked at nearly every layer of a business. I started in collections at AT&T Mobility, helped run a boutique retail business alongside its owner, supported specialty client portfolios at JPMorgan Chase Card Services, and then spent 15 years in operations and technology at BMO.
That range shaped how I see things. Most businesses don’t have a single technology problem, operations problem or people problem. They have an alignment problem. Strategy, process, systems, vendors, employees and customers stop moving in the same direction.
My work is helping owners and leadership teams see the full picture, decide what matters most, and make practical improvements at a pace that fits the business.
Every organization is a mosaic of people, process, technology, vendors, leadership, customers and culture. When the pieces fit, the business feels intentional. When they don’t, friction becomes the operating model.
Highlights from 15 years at BMO.
When COVID-19 sent everyone home, one team that worked like a small call center had no way to do its job remotely. I met with the team to work out what they needed and what Skype for Business could do for them, then worked with our unified communications engineering teams to build a solution in the cloud.
The solution saved dozens of jobs.
Training
I trained thousands of staff for the move from traditional phone lines to VoIP calling in Skype for Business and Microsoft Teams, and helped migrate more than 300 phone lines.
Workspaces
I helped design and implement BMO’s headquarters workspaces in Milwaukee, Chicago and Toronto.
Programs
I created Walk a Mile from scratch to put technology professionals inside retail branches for a firsthand look at the work. The goal was to find technology gaps, build empathy for frontline staff and make better support decisions.
Integration
I contributed to technology integration and deployment across more than 500 acquired branch locations, working with project teams from mock conversion through readiness and go-live.
Communications
Town hall and executive presentations that used animation and visual storytelling to make large transformation programs easier to understand and remember.
My main focus is Mosaic Strategies, with a couple of other things alongside it.
Main focus
My operations and business systems practice in Chicago. I help owners move important work forward by taking ownership of projects, improving the systems behind them, and handling the work that doesn’t fit neatly into anyone’s job. It’s enterprise experience, sized for a smaller business.
Also
I’m a certified notary signing agent. I offer mobile notary appointments and loan signing coordination across Illinois for private clients, title companies, lenders, attorneys and specialty businesses.
In the works
A lifestyle brand I’m developing. It’s still taking shape.
Coming soon
A career built through every layer of business.
2002–2006
Collections Representative and Analyst, Orlando, Florida
High-volume customer outreach, account recovery and payment negotiation, plus reporting and analysis. This is where I learned frontline operations.
2006–2009
Operations Manager, Oviedo, Florida
Ran a boutique retail business alongside its owner, covering daily operations, sales, marketing, staffing, customer experience and vendors. That firsthand view of a small business still shapes how I work with owners.
2009–2011
Customer Support Advisor, Trainer and Subject Matter Expert, Process Analyst, Heathrow, Florida
Supported high-net-worth, military and other specialty client portfolios, then moved into training and process analysis, including new-hire training, coaching and monthly reporting for divisional leadership.
2011–2026
Senior Technology Analyst, Workgroup Technology Senior Specialist, Intermediate Operations Analyst, Chicago, Illinois
Procurement, vendor management, telecommunications, workplace modernization, training and change enablement. I delivered projects and communications, facilitated events and training, built programs from scratch, and developed internal tools and processes, including roadmaps and standard operating procedures.
Now
Founder, Chicago, Illinois
Hands-on operations and business systems work for owner-led businesses.
Email is the best way to reach me. If you’d rather talk, book a 30-minute call.