Operations. Support. Systems That Scale.
I help small businesses do more with technology.
Meet Lee
The Operator Behind the Systems
I build the systems, teams, and processes that let small businesses grow without chaos, and I've spent my entire career getting good at exactly that.
My background spans technology, customer support, and operations, including front-row seats to how world-class organizations like Mailchimp and Apple run their businesses. I bring that same operational rigor to businesses of your size, minus the corporate overhead. I'm just as comfortable digging into the details as I am thinking at the strategic level.
I've led programs, managed teams, and driven projects across the finish line on time and on budget consistently. Add to that a genuine track record of founding and running my own ventures, and you get someone who understands both the operator's view and the owner's reality.
What sets me apart is the ability to hold the needs of the company, the customer, and the team at the same time — and build toward all three. If you're looking for a consulting partner who's been in the trenches and knows how to build for scale, I'd love to connect.
Services
How I can help
Available for project-based engagements and longer-term roles. Here's where I tend to have the most impact:
Fractional CX and Operations support
Embedded operational leadership for businesses that need an experienced operator in the room without a full-time hire.
Automations & AI
Not sure if your systems could be more efficient? Tired of things not working as you expect? I can help with that.
Application Creation and Integration
Want this to work with that? Let's make it happen!
Operations consulting
Build and fix internal processes so your business runs without you holding it together.
Customer experience audit
Diagnose why customers are frustrated and implement fixes that move satisfaction scores measurably.
Workforce planning
Forecasting, scheduling, and staffing strategy to match your capacity to demand without overspending.
Background
Career Journey
A history of building better systems.
Fractional CX & Operational Support
LeeHawks.com
- •Established online presence and basic marketing strategy for local donut shop, doubling foot traffic in the first year.
- •Managed digital marketing campaign for artesian bean-to-bar chocolate company, handling market research to post-campaign analysis.
- •Documented and organized legal-focused CRM architecture while integrating and automating the overall tech stack.
Operator & Customer Success Manager
Borrow Microloans
- •Issued 280+ interest-free loans to 161 clients in year one — $30K+ MRR.
- •Cut the default rate from 32% → 4% through financial modeling and literacy programs.
- •Gained 40% support efficiency from workflow design and canned response systems.
- •Hired and trained a Customer Success team of 3, overseeing daily operations and client communications.
- •Built a custom CRM from scratch to surface client behavior and analytics.
- •Developed an online CMS / LMS client portal enabling borrowers to self-serve microloans from start to finish, as well as providing resources and referrals for financial literacy.
Customer Advocacy Manager
Zendesk
- •Lifted CSAT from 85% → 92% across a 15-person support team.
- •Achieved 20% quicker resolution time.
- •Facilitated 11 internal promotions.
Partner Support Manager
Carvana
- •Drove $7M MRR across 4,000 enterprise partners — 93% CSAT.
- •Supported 780 partners, up from 10 — 100% CSAT on 1,501 tickets.
- •Cut operational costs through cross-functional training programs.
Support Engineer & Workforce Management Analyst
Mailchimp
- •Provided WFM coverage across 400+ employees — staffing, forecasting, and budget.
- •Improved agent adherence from 69% → 89% managing 150+ agents on a 24/6 schedule.
- •Rolled out Zendesk, Calabrio & AgyleTime across the full support org.
- •Trained 800+ employees through the Support CX program.
Advisor / Trainer / Manager
Apple Inc.
- •Maintained 90%+ CSAT across teams of 12–30, keeping escalations below 30%.
- •Piloted AppleCare's first international chat support program.
- •Built macOS training content for internal teams and customer-facing knowledge bases.
Assistant Manager
AT&T
- •Grew customer base from 400 to 2,600 accounts while leading a high-performing retail team.
- •Managed inventory, sales, and performance metrics across multiple store functions.
Get In Touch
Let's Build Something Better
Whether you need operational support, leadership, workflow optimization, long-term or short, I can help. Happy to start with a free intro call to learn more about your goals.