Kyle Mohney Kyle Mohney
Kyle J. Mohney
Kyle J. Mohney
Business Operations and Systems Leader
Pin
Niles, OH
Mail
Kyle.Mohney@hotmail.com
Phone
(720) 877-7466
LinkedIn
LinkedIn Profile
Technical Proficiencies Skill Library
Operations & Management:
▸Quality Assurance & Control
▸Process Optimization & Improvement
▸Performance Optimization & Efficiency
▸Budgeting & Financial Management
▸Startup Operations & Growth Strategy
▸Remote Operations Management
▸Change & Transformation Management
▸Cross-Functional Team Collaboration
▸Operational Excellence
AI & Automation:
▸AI Operations & Implementation
▸Prompt Engineering & AI Prompt Design
▸AI-Driven Team Support & Enablement
▸Multi-AI Orchestration
▸Automated Content Moderation
Technical Development:
▸Web Design & Development
▸Application Development & Design
▸Systems Analysis & Troubleshooting
▸Rapid Prototyping & MVP Development
▸Technical SEO & Search Optimization
▸Learning Management Systems (LMS)
Business Analysis:
▸Data Analytics & Reporting
▸KPI Dashboard Design & Data Visualization
▸Root Cause & Problem Analysis
▸Business Process Mapping & Modeling
▸Sentiment Analysis & Reputation Management
▸Training Needs Analysis
Customer Experience:
▸Customer Success Management & Enablement
▸Customer Advocacy
▸Training, Coaching & Mentorship
▸Stakeholder Engagement & Management
▸UGC (User-Generated Content) & Campaign Management
▸Instructional Design
▸Curriculum Development
▸Adult Learning Principles
▸Facilitation & Presentation
▸Coaching & Mentoring
▸Content Development & Documentation
▸Onboarding Program Management
▸Performance Improvement
Risk & Compliance:
▸Fraud Detection & Risk Prevention
▸Case Investigation & Resolution Management
▸Compliance, Risk & Regulatory Management
▸Escalation & Incident Management
▸Risk Assessment & Mitigation
▸Digital Safety Solutions
▸Fraud Detection & Prevention
▸Policy Enforcement Automation
▸Incident Response & Crisis Management
▸Data Privacy & Compliance
Knowledge Management:
▸Knowledge Management Architecture
▸Knowledge Base Development
▸Knowledge Base Administration
▸Documentation Strategy & Knowledge Management
▸Technical Documentation & Writing
Content & Media:
▸Audio Production & Engineering
▸Video Engineering, Recording & Editing
Certifications Certifications
HubSpot Inbound Certification
HubSpot Academy
ServiceHub Software
HubSpot Academy
Inbound Marketing
HubSpot Academy
Revenue Operations
HubSpot Academy
SEO 1 & 2
HubSpot Academy
HubSpot Service Hub
HubSpot Academy
Google Generative AI
Google Cloud Skills
Documentation Technical Stack
▸AI & Automation: Personal library of 100+ AI tools, organized by use case
▸Analytics: BigQuery, Tableau, Google Analytics, Observe.AI
▸CRM/Support: Salesforce, Zendesk, HubSpot, Jira, Linear, Genesys Cloud, Sprout Social
▸Knowledge Management: Confluence, Notion, Coda, Help Centers
▸Development: HTML, CSS, JavaScript, Python, VS Code
▸Escalation Tools: Incident Management Systems
▸Communication Platforms: Slack, Google Workspace, Zoom
▸Workflow Automation: Zapier, Make.com, Custom Scripting
▸Data & Reporting: Google Sheets, SQL (Basic), Machine Learning Applications, Executive Dashboards
▸Campaign & UGC Ops: Thumbtack Admin, HomeAdvisor, Airtable, Asana
▸Payments & Risk: Stripe, App Store/Play Store Management
Crisis Management Core Values: SHIELD
Strength
I face challenges head-on and support others with unwavering resolve.
Honor
I hold myself to high standards and act with respect and dignity in all I do.
Integrity
I am honest and transparent, always choosing what’s right over what’s easy.
Empathy
I listen deeply and strive to understand the feelings and perspectives of others.
Learning
I am driven by curiosity and understanding, always seeking to grow and expand my perspective.
Determination
I show determination through resilience and persistence, always striving for excellence.
OPERATIONS & SYSTEMS LEADER Process Optimization • Documentation • Enablement • Automation
Transformational leader with 7+ years driving operational excellence, AI integration, and customer success across high-growth environments. Expert in building scalable systems, optimizing processes, and enabling teams through advanced knowledge management and automation. Proven track record of delivering measurable results, elevating customer experience, and leading cross-functional initiatives in tech-driven organizations.
SPECIALIZED EXPERIENCE BY ROLE
Business Operations Specialist
Led business operations for cross-functional teams, optimizing workflows, managing resources, and driving strategic initiatives. Ensured operational excellence and seamless support system performance across all departments.
Training & Enablement Specialist
Developed and delivered training programs for new hires and existing staff, focusing on advanced skills, company policies, and software usage. Provided ongoing mentorship and support to ensure team success and growth.
Trust & Safety Specialist
Led Trust & Safety initiatives, implemented fraud detection tools, and developed policies to prevent violations. Maintained regulatory standards and safeguarded user trust in high-stakes environments.
AI Project Manager
Piloted and implemented enterprise AI platforms, built scalable automation solutions, and developed AI-powered content libraries. Drove innovation and operational excellence through strategic AI integration.
Knowledge Systems Manager
Managed knowledge bases and support documentation, resolved inconsistencies, and enabled teams with clear, actionable resources. Drove operational excellence through effective knowledge management.
Process Improvement Specialist
Specialized in analyzing workflows, streamlining processes, and implementing best practices. Delivered measurable improvements in productivity, quality, and operational performance.
Escalations Manager
Owned all company-wide escalations, acting as final decision-maker on complex, sensitive, high-risk cases. Reduced escalation resolution time from 2 days to under 1 hour by designing and implementing scalable SOPs. Led cross-functional initiatives to clear backlog, streamline workflows, and optimize support operations.
Quality Assurance Manager
Monitored customer interactions, conducted live listening and post-review of calls and chats, and delivered actionable analysis to improve QA scores and processes. Drove continuous improvement in service quality and compliance.
Escalation Timer Icon PROFESSIONAL EXPERIENCE
Thumbtack Logo THUMBTACK
2022 - 2025
Operations Consultant | AI Implementation & Knowledge Systems
ENTERPRISE AI SUPPORT-BOT EVALUATION
Led comprehensive piloting and evaluation of enterprise support-bot platforms (Decagon, Maven, Yellow), testing functionality, documenting limitations, and delivering strategic adoption recommendations to executive leadership for customer-facing AI integration decisions.
▸Developed AI-enabled tools using BigQuery and Sheets, including ROI calculators, sentiment trackers, and review calculators, boosting efficiency.
▸Provided 1:1 coaching and tailored enablement to 100+ agents without direct team assignment, fostering growth and performance.
▸Led cross-functional initiatives to clear backlog, streamline workflows, and optimize support operations.
▸Owned and resolved dozens of refund abuse and fraud cases—each $10K–$30K+—working with Legal and Trust teams to remove violating pros and prevent hundreds of thousands in losses.
▸Tested and onboarded AI tools, creating training materials and SOPs to improve automation accuracy and adoption.
▸Championed internal tone and voice alignment, producing messaging templates used company-wide.
▸Monitored cross-functional Slack channels for cross-department questions and problems, providing timely resolutions to complex issues.
▸Monitored a dedicated Slack channel for customer-facing support agents, delivering real-time assistance and answers to all agent questions.
▸Quality Assurance: Provided real-time answers to agents, reviewed interactions, and delivered analysis and summaries to the QA team to improve service quality.
▸Owned all company-wide escalations, acting as final decision-maker on complex, sensitive, high-risk cases.
▸Reduced escalation resolution time from 2 days to under 1 hour by designing and implementing scalable SOPs.
▸Led coaching initiatives supporting 100+ agents across teams, delivering real-time guidance that improved accuracy, tone, and resolution quality.
▸Created and maintained 40+ knowledge base articles on online advertising, platform best practices, and client strategies.
▸Resolved 1,500+ public app store reviews, reversing negative trends and preventing platform removal risks.
▸Authored and recorded all IVR and automated voice messaging scripts, improving caller experience and saving the company an estimated $6,000.
▸Collaborated with Product, Legal, and Trust & Safety teams to identify systemic issues, escalate bugs, and propose policy updates reducing risk.
OTHER WORK EXPERIENCE
HomeAdvisor Logo HOMEADVISOR / ANGI
2018 - 2021
Customer Success & Engagement Manager
ONBOARDING & RETENTION INITIATIVE
Led a strategic onboarding and retention initiative for new professionals. This program accelerated adoption, reduced churn, and helped pros increase their monthly spending by up to $100K. Recognized for driving engagement and positive outcomes for both pros and the business.
▸Advanced quickly through multiple support tiers, earning promotion to Supervisor in a single year — an achievement that was unprecedented at the time.
▸Resolved high volumes of inbound escalations and support inquiries daily, delivering solutions that often increased pros’ monthly spending by up to $100K.
▸Led orientation calls for new professionals during their first week, sharing best practices and guidance to build confidence and early momentum.
▸Conducted strategic check-ins during the first 28 days to strengthen adoption, address concerns, and reduce churn risk.
▸Re-engaged former professionals through targeted calls and campaigns, helping them see renewed value in the platform.
▸Supported the cancellation team during peak periods, retaining at-risk pros through credits, refunds, or custom solutions that met their needs.
▸Participated in special promotions and call campaigns to boost engagement and address business risks as they arose.
▸Honored with multiple awards for Customer Choice, Ownership, Teamwork, and Excellence — reflecting a commitment to positive outcomes for both pros and the business.
Consultant Icon FREELANCE CONSULTANT
2025 - Present
AI Coordination & Knowledge Systems Specialist
STARTUP BRANDING & WEBSITE CONCEPT
Assisted with comprehensive branding strategy and initial website concept development for an upcoming startup. Created visual identity guidelines, brand positioning framework, and foundational website structure to establish a strong market presence and user experience foundation.
▸Provide comprehensive pre-launch backend support for startup client including technical infrastructure and operational systems setup
▸Created comprehensive knowledge base with 40+ articles and guides covering operational procedures, policy documentation, and user guidance systems
▸Delivered full-scale branding and design consultation including visual identity development and brand positioning strategy
▸Lead website design and development initiatives coordinating technical implementation with business requirements
▸Architect policy documentation framework and compliance systems ensuring regulatory alignment and operational clarity
Key Achievements Icon ADDITIONAL ACHIEVEMENTS
  • ▸Self-taught in web development, building interactive websites and custom graphics/animations using HTML, CSS, and JavaScript
  • ▸Developed standalone Python applications and automation bots, including a job board bot that matches roles to career criteria and salary goals
  • ▸Rapidly learned to debug and structure code through hands-on collaboration with AI, progressing from novice to problem-solver in weeks
  • ▸Designed and launched a modular video game (6 levels, custom sprites, original sound), overcoming AI limitations by learning new tools and performing changes hands-on
  • ▸Produced technical documentation and published articles, including innovative work teaching AI to draw with CSS and simulate memory using external files
  • ▸Integrated all skills and projects into a comprehensive website resume and portfolio, showcasing creative problem-solving and continuous learning
  • ▸Managed a youtube channel for five years, creating content and editing videos.
Contact Icon RECRUITER FAQ
What makes you unique as a candidate?
My blend of technical expertise, operational leadership, and AI implementation experience, combined with a proven track record of driving measurable results across high-growth environments.
How do you approach problem-solving?
I combine data-driven analysis with creative thinking, always focusing on scalable solutions that deliver measurable impact while considering both technical and human factors.
What's your experience with AI implementation?
I've led enterprise AI initiatives, developed AI-powered tools, and built comprehensive AI libraries. I focus on practical implementation that drives operational excellence and measurable ROI.
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"Victory is not won by force, but by skill, measure, and timing."
— Joachim Meyer