An auto repair shop already at its limit with 100 cars a month. Customer files lived in boxes in a back room, and every new car made searching for all the previous ones slower.

I sat down separately with the appraiser, the service advisor and both owners. Each described a different process. The map ended up as sheets of paper taped to a wall, and that is where it became clear their growth ceiling was not the shop floor: it was the filing system.

Phased, starting where it hurt most: internal processes first, then customer communication, then positioning. Status updates now go out on their own, customers look their car up with their work order number, and the weekly meeting runs off live KPIs.

With the operation in order, they went on to secure 7+ insurance company partnerships, which is where the extra volume came from.

More than 300 products, no online ordering channel, and pricing and stock tracked outside any real system. Every quote went through one person. I never set foot there: the whole assessment ran over calls and screen shares.

They had no control over their parts. Every question about a measurement or stock sent someone walking to the warehouse. The information existed, but only inside the object itself.

In stages. First the storefront for their customers, with per-user pricing and permissions. Then the internal system: catalog, orders and online payments.

NCX is Nextiva's contact center platform: shared inbox, tickets, video calls and an AI assist panel for support and sales teams, used daily by thousands of agents at companies of every size.

The architecture I designed for the entitlements system is what let Nextiva move its whole pricing to packaged subscription plans: every feature a customer sees is gated by what they're paying for, not hardcoded.

I also built the single sign-on integrations (Azure AD, Google, Okta) so enterprise teams sign in without creating a new password, new views for how agents work day to day, and the guided onboarding that lets a new customer configure their own tenant instead of waiting on someone else to set it up.

NextivaONE centralizes calls, messages, email and team chat into one inbox, so a business never loses the thread of a customer conversation, no matter which channel it came in on.

Real-time messaging is the core of NextivaONE, so when it broke, agents lost the thread of a live conversation with a customer. I found and fixed the reliability issues in that module, rebuilding state management with Redux across several product surfaces in the process.

I also built the mini, compact and large view modes for the inbox, so an agent who needs to scan dozens of conversations and one who needs full context on a single one can each set up their workspace the way that works for them. On top of that, I instrumented Statsig events so the team could see where user behavior data was falling short.