Led the development and launch of Humana's first AI powered Member-facing Intelligent Virtual Assistant, leveraged across all of Humana’s web based properties, and generating $4M - $5M in annual savings.• Led workshop efforts with operational partners to design AI Virtual Assistant conversational flows, providing customers with succinct and relevant responses to their inquiries.• Evaluated and selected a vendor based on technology maturity, business support, and cost to operate for the AI Virtual Assistant experience.• Overcame risks and challenges during the MyHumana rollout, ensuring a timely and successful launch of the AI Virtual Assistant while avoiding individual contributor burnout.• Effectively leveraged user feedback to optimize the experience, resulting in outperforming our originally estimated performance and cost savings by 50%. • Established and maintained the product roadmap for the AI Virtual Assistant, balancing stakeholder needs and business objectives to deliver rich features to our customers.• Expanded the AI Virtual Assistant to support additional verticals, including Member Claim inquiries, Over the Counter drug requests, online Grievance and Appeal support, and Humana Spending Cards capability.• Scaled the AI Virtual Assistant to support additional verticals, scaling across web properties in 2023 and expanding into the Mobile App space in 2024 Spearheaded an Agile transformation, partnering with the Release Train Engineer to reduce story cycle times by 50%, empowering the team to deliver work more efficiently.• Continually partnered with agility coaches, Scrum Masters, and Release Train Engineers to establish purposeful ceremonies promoting the agile culture.• Lead the team through transparency and vulnerability, cultivating a culture of growth, curiosity, and empowerment.• Coached and mentored Product Managers & Product Owners to find new ways of working together through open and honest dialogue, not solely relying on process.

Rolled out annual electronic sign-off process for information protection policies to all associates requiring access to customer data, reducing errors in data collection and timelines to complete from 3 months to 1 month.• Consulted with legal partners to meet data privacy standards required by the United States and European Union’s GDPR.• Designed a minimally invasive experience for reviewing and gathering sign-offs on data protection policies.• Partnered with the web portal team to create a hosted solution accessible to all operation associates.Implemented automated auditing solutions for Dun & Bradstreet’s Small Business Financial Exchange (SBFE) ingestion product to ensure all data received from the SBFE was transformed and loaded accurately in Dun & Bradstreet’s business credibility products.• Partnered with the SBFE and ETL teams to understand audit requirements and implement quality standards. • Created a backlog of stories providing incremental value to stakeholders in a timely and sustainable manner.• Aided in implementing user stories by developing SQL views and designing models for visualization.

Sequential Technology was a BPO service that was spun off from Synchronoss.Led product development for a configuration management tool that resulted in reducing operating expenditures and development cycles required to adjust existing automation rules, resulting in $2M – 3M in annual savings.• Partnered with the automation sustainment team to understand change management ticket submissions for current breakages. to understand viable use cases that could be prioritized.• Prioritized use cases based on complexity vs. value, providing opportunities for early success or failure.• Consulted with Quality leads to document best practices for staging, verifying changes, and communicating release schedules.Launched an optimized activation experience for AT&T Mobility customers in the IVR that provided customers that provided a near real time activation experience for every customer that purchased a new mobile phone through the ecommerce experience, resulting in significant transactional savings through cost effective channels.• Designed the IVR prompting and experience in partnership with UX leads and client-stakeholder feedback.• Partnered with solution architects, engineers, and quality analysts to ensure clear business requirements and minimal defects during the SDLC• Proposed automation enhancements post-launch by gathering insights into key performance indicators and providing data-driven insights for improvements.

Led product development for a configuration management tool that resulted in reducing operating expenditures and development cycles required to adjust existing automation rules, resulting in $2M – 3M in annual savings.• Partnered with the automation sustainment team to understand change management ticket submissions for current breakages. to understand viable use cases that could be prioritized.• Prioritized use cases based on complexity vs. value, providing opportunities for early success or failure.• Consulted with Quality leads to document best practices for staging, verifying changes, and communicating release schedules.Launched an optimized activation experience for AT&T Mobility customers in the IVR that provided customers that provided a near real time activation experience for every customer that purchased a new mobile phone through the ecommerce experience, resulting in significant transactional savings through cost effective channels.• Designed the IVR prompting and experience in partnership with UX leads and client-stakeholder feedback.• Partnered with solution architects, engineers, and quality analysts to ensure clear business requirements and minimal defects during the SDLC• Proposed automation enhancements post-launch by gathering insights into key performance indicators and providing data-driven insights for improvements.