About me, and why this site exists

I train people for a living. US healthcare BPO, mostly. The unglamorous side of Medicare Advantage, provider contact centers, the gap between what the SOP says and what actually happens on the floor.

I'm an Operations Trainer at ResultsCX in Bengaluru. Before that I spent two years as a Specialist Trainer at Sagility on a major national health insurance account. Before that, Alorica: agent floor to SME in eight months. I dropped out of college in 2016. Everything after that was built by showing up and getting good at the work.

What I actually do

I design and deliver training. New hire programs, refreshers, train-the-trainer, simulation. I care about whether someone can handle a real call after class, not whether they passed a knowledge check.

I also care about the systems around training: curriculum that survives SOP churn, assessment that predicts floor performance, the slow political work of getting Operations and L&D to mean the same thing when they say "ready."

Why AI shows up here

I'm not an AI influencer. I run models on a home server because paying per token for every experiment gets old, and because I want to see how these tools hold up when you use them for real curriculum work, not demos.

This site itself was built with AI as a co-architect. Every judgement call about how it looks and reads is still mine. I just stopped pretending craft and tooling are enemies.

What this notebook is for

Slow notes on learning design, healthcare ops, and whatever I'm building when the workday ends. No growth-hacking. No hot takes. If a post doesn't survive a re-read a month later, it shouldn't have been published.

If you want the short version: I build the training, teach it, then fix what didn't land.