Alec Harmon

• Acquisition & AI Integration: Selected as the key CX leader to transition with the EOS One product during its corporate spin-off/acquisition. Currently managing CX architecture while integrating a new "Chief of Staff AI."
• Scale & Deflection Architecture: Manage omnichannel operations as a solo department head for a ~15,000 MAU platform. Engineered Intercom Fin to autonomously resolve ~90% of Tier 1 tickets, an essential deflection strategy allowing a single operator to manage a massive base.
• Engineering Alignment: Leverage Pendo and PostHog to advocate for UX improvements. Streamline developer triage through weekly PSI standups (Jira/Linear) and browser DevTools/Network log analysis.
• Data & Revenue Operations: Act as the strategic data liaison for the C-suite via complex SQL queries. Manage full-cycle billing operations, refund logic, and complex queries via Stripe (Sigma) and Maxio.

• Multi-Division Leadership: Directed global omnichannel support operations across three distinct business lines: General Support, Implementer Support, and Tech Support (EOS One).
• Omnichannel Transformation: Deployed AI-driven self-service tools and workflows, reducing first-time response by 55%. Partnered with engineering to establish streamlined resolution paths, reducing resolution times by up to 85%.

• Global Expansion: Built and directed global support operations for 30,000 accounts, scaling offshore BPO partnerships and internal teams in India and the Philippines.
• Workforce Leadership: Managed up to 40+ downline technical support professionals. Redesigned bug-triage workflows and successfully launched targeted email operations that reduced open tickets by 68% in 30 days.

• Directed omnichannel fulfillment across multiple locations, managing 35+ personnel and creating scalable division-wide leadership training programs.

Tier Drop (AI Agent)

Engineered a custom full-stack AI support tool using Next.js, Vercel Pro, and Supabase. Integrated Gemini APIs to process screen recordings and autonomously generate dynamic documentation.

CS Admin Tool & Operations

Replicated production databases locally via Docker/PostgreSQL to build secure internal admin panels. Deployed bespoke webhook integrations, custom App Scripts, and OpenAI Whisper macOS tools.

B.S. Business Management

Utah Valley University

2020