Operations
Operations
Building cross-functional infrastructure, workflows, and SOPs across gaming, fintech, and agriculture.
Architected support infrastructure from scratch — ticket workflows, routing logic, escalation frameworks — and designed the SOPs, internal controls, and vendor management processes that scaled it across teams.
View Operations Resume →Projects
OperationsImplementation
fetch. — Delivery Platform (Belize)
Full-stack delivery platform for Belmopan, Belize — customer web/mobile apps, merchant tools, and a Node.js backend.
ReactReact Native / ExpoNode.jsExpressFirebase Admin
OperationsImplementation
Leadgineer
An automated outreach and follow-up engine for small businesses, with email sequencing and CRM-style lead tracking.
Next.jsPostgreSQLPrismaDockerAnthropic API
SupportOperations
Pixels Support Dashboard
A custom-built internal support dashboard for the Pixels support and community operations workflow, including ban appeals case management.
Next.jsMongoDBNextAuthCSV parsingPython
Relevant experience
Game Designer · Pixels / Banger Inc.
Aug 2025 – Jun 2026- Owned cross-functional delivery of platform features — coordinating Engineering, Product, Support, and Community from scoping through release.
- Built data-driven models and internal tooling to track system performance, flag issues, and inform operational decision-making.
- Created structured rollout plans, SOPs, and documentation to standardize execution and reduce ambiguity across teams.
- Improved key operational metric (RORS — internal player return/retention score) from 0.3 → ~1.5 through structured analysis, iteration, and cross-team alignment.
Head of Support & Community Operations · Pixels / Banger Inc.
Nov 2023 – Jun 2026- Held two concurrent full-time roles at Pixels / Banger Inc. (Nov 2023 – Jun 2026): Head of Support & Community Operations and Game Designer. Employment ended company-wide due to funding/company restructuring.
- Architected the company's full support infrastructure from scratch — ticket workflows, routing logic, escalation frameworks, macros, and help center documentation.
- Implemented automation workflows in Intercom to reduce manual overhead; built Retool dashboards for real-time ops monitoring and executive reporting.
- Designed and enforced SOPs and internal controls to ensure process consistency, accountability, and audit-readiness across teams.
- Managed vendor communications, service subscriptions, and digital record organization, maintaining oversight of operational expenditure.
- Delivered structured weekly performance reporting to leadership covering operational KPIs, bug trends, and customer sentiment.
Financial Controller & IT Manager · Belize Sustainable Agriculture Ltd.
Nov 2014 – Jun 2023- Led all financial and operational functions across multiple company entities — financial reporting, compliance, budgeting, forecasting, and cross-departmental coordination.
- Managed full ERP migration (QuickBooks → Dynamics 365): scoped requirements, coordinated vendors, managed testing, and validated data post-go-live.
- Designed and built custom internal databases for HR, payroll, equipment, and operational assets — replacing manual processes and improving data integrity company-wide.
- Provided full IT support across hardware, networking, and systems maintenance; progressed Finance Associate → Administrator → Controller over 9 years.