Developed the product roadmap prioritizing solution development. Implemented key improvements to customer-facing and internal products with a focus on machine learning applications. Managed project contributions from cross-functional team of analysts, product development, and data scientists.

Performed release monitoring, business case sizing, and executive-level reporting. Drove end-to-end feature implementation including Statistical Natural Language Processing model savings $10M in OpEx annually. Eliminated >20 hours/week spent on manual processes by automating SQL data pulls, Excel data manipulation, and PowerPoint updates by transforming raw, cloud-based SQL data into structured reporting tables and dynamic Tableau workbooks.

Monitored and reported on chat services ROI and efficiency metrics. Created a staffing model to optimize agent occupancy and increase chat offer rate without adding any headcount. Developed text mining tool to parse chat transcripts and identify trends in key words/phrases over time and by customer segment.

Managed export documentation to submit to U.S. Department of State. Created and implemented digital document backup and tracking process.