The work, in plain numbers.

Charitybuzz was the auction side of the business, a marketplace that had already raised hundreds of millions for cause. The monetization model hadn't kept pace with the platform's scale, so I restructured it, introducing a new revenue mechanism drawn from how the broader auction industry has always operated and engineering it natively into the platform. The underlying principle mirrored my work at Prizeo; the execution was built specifically for how an auction marketplace functions.

JOANY was a health-tech startup helping people navigate the complexity of US health insurance, and I was the first hire. I rebuilt the user onboarding experience from the ground up, which reduced churn by more than thirty percent, then redesigned the customer service and customer-facing operations, cutting support resolution time in half while lifting both satisfaction and retention. I also established the partnerships with the largest health plans in the country, including Kaiser Permanente, Blue Cross Blue Shield, Humana, and Cigna, that the business needed to deliver on its core promise.

BloomNation is an online marketplace connecting customers with local florists, and I joined early to lead customer operations. The business was losing customers faster than it could replace them, so I built a retention architecture where none existed, an omni-channel strategy that brought churn down from twenty-seven percent to under eight. I then designed the referral and expansion programs that grew client expansion revenue by more than eighteen percent in a single quarter, and helped guide the product development that supported the new model.

Nearwoo was the first real-time bidding platform built for small businesses, productizing access to programmatic ad buying for local companies that had never been able to reach it. It was a scale play in the early days of RTB, and the business depended entirely on the velocity of new client acquisition. I designed a ground-acquisition model that paired purpose-built technology with a distributed field strategy, piloted it to learn what genuinely drove conversion, then re-engineered it into a repeatable system and expanded it into new markets. Alongside it, I restructured the customer organization around a function it had been missing entirely: proactive retention.

Charity Auctions Today was the turnaround I was recruited to run, on Dan Martell's advice that the CEO find the leading company in the space and hire its second-in-command. The business was built entirely around new client acquisition, with no infrastructure for retaining or re-engaging the nonprofits it had already served. I designed and built a client success function from the ground up, a dedicated team and a systematic re-engagement strategy aimed at the existing book of past clients. The model worked on two fronts: it reactivated lapsed accounts, and it partnered with those clients to grow the scale and success of their auctions over time, lifting average transaction value alongside retention. Combined with a new monetization lever at the point of sale, the result was a compounding revenue engine built on the customer base the company already had.

Cycle for the Cause was a major AIDS-fundraising ride from Boston to New York, and it had stalled. The donor base was strong, but the program was engaging supporters only once. I designed a multi-touch engagement strategy that re-approached donors after their initial gift, reframing their impact and directing them toward complementary parts of the program. The same supporters, re-engaged through a deliberate sequence rather than a single ask, drove a significant lift in average donor value. The program is still growing today.