Proof of Work
The Engineering Log
Theory is cheap. Systems are expensive. Below is a catalog of systemic interventions engineered to solve specific constraints in complex environments.
Adaptive Architecture
"Experience varies; systems principles do not. I apply First Principles Thinking to every challenge—stripping a problem down to its core mechanics to understand 'Why it broke.' I dive into any system—technical, financial, or human—to diagnose the bottleneck from the ground up. I bring the rigor of an Engineer, with the open mind of an Investigator."
Revenue Retention Architecture
"A return isn't necessarily a loss; it's often just a request for a better fit. The system was designed to reject, when it should have been designed to recover."
The Diagnostic: Diagnosed a systemic revenue leak caused by high return rates. The existing workflow treated returns as a binary "loss" rather than a retention opportunity.
The Architecture: Engineered a "Return-to-Exchange" conversion feature. Redesigned the user flow to frictionlessly offer inventory alternatives before processing refunds.
The Outcome: Converted 15% of would-be returns into exchanges, strictly preserving €695K in annual revenue.
Routing Engine Architecture
"Velocity is a function of logic. Hard-coding routing rules creates latency; automating them creates flow."
The Diagnostic: Route activation had a 5-day lead time due to manual setup processes, creating a bottleneck in network scalability.
The Architecture: Designed "Planflow v2"—a logic-based routing system. Added an automation layer that programmatically determines package flow and routing permissions without manual intervention.
The Outcome: Reduced route activation lead time by 60% (5 days to 2), enabling rapid network elasticity.
Cost-to-Serve Engineering
"The "Silent Bleed" of a business is always found in the unit economics. You cannot scale a system with negative gross margins."
The Diagnostic: Shipping logistics fees were misaligned with actual cost-to-serve, creating a "Silent Bleed" on every unit sold.
The Architecture: Executed a full DMAIC (Define, Measure, Analyze, Improve, Control) cycle. Redesigned the fee structure based on granular margin sensitivity analysis.
The Outcome: Corrected the unit economics to save €520K annually without degrading service levels.
Automated Support Layer
"Human empathy is a finite resource. It should be reserved for complex problems, not wasted on reciting FAQs."
The Diagnostic: The Seller Helpdesk was bottlenecked by human availability, creating SLA breaches outside of business hours.
The Architecture: Deployed an AI-driven support automation layer. Mapped the "Ticket Deflection" logic to handle L1 queries autonomously 24/7.
The Outcome: Achieved a 60% deflection rate, effectively removing the noise so human agents could focus purely on high-complexity resolution.
Global Workflow Unification
"Fragmentation is friction. A distributed team cannot run on local dialects; it needs a global protocol to ensure interoperability."
The Diagnostic: Regional onboarding workflows were fragmented, leading to high cross-functional friction and a flood of avoidable support tickets.
The Architecture: Standardized disparate regional processes into a single Unified Global System. Built and codified the Global SOP (Standard Operating Procedure) to enforce consistency.
The Outcome: Drastically reduced cross-functional friction and support ticket volume, creating a scalable onboarding pipeline.
These case studies represent specific architectural interventions.
For the full chronological context and role responsibilities: