• Director of product/process, part of an elite transformational team, chartered to solve Dell’s cross functional problems• Accountable for the strategy & direction of an internal customer support product (Digital Resolution)• Built & scaled Digital Resolution from 200 to 7000 users, saving Dell $12M incrementally for the last 4 years• Led a team of data scientists & engineers to build a patented machine learning solution to reduce handle time by 10% • Expert in leveraging process mining to derive insights from massive datasets & drive actions across large organizations• Expert in conducting workshops & converting business impact into dollars• Owned a $10M roadmap to deliver IT applications necessary to run the customer support operations