Darrin Simon Email and Phone Number

Responsibilities:▪ Oversee and manage platform level projects across Walmart’s U.S. eCommerce Chatbot, IVR, and Help Center serving customers over 1.1 billion times per year.▪ Identify and pursue solutions to increase customer’s ability to self-serve through AI, LLMs, ML, and NLU in Chat, IVR, and Walmart’s online Help Center.▪ Mentor and support product managers across the team to improve the team’s effectiveness and ability to work across the organization to deliver world-class customer service capabilities.Key Accomplishments:▪ Assisted and contributed to increasing chatbot self-service rate from 18% to 40% and increasing the IVR self-service rate from 9% to 15% in 2 years, exceeding all goals and expectations.▪ Developed and implemented the fraud strategy for the chatbot tool which prevented 15 million fraudulent escalations to agents in year one, saving over $45 million.▪ Advocated for and created a new data pipeline for chat which reduced data delays from 24 hours to 15 minutes, resulting in faster A/B testing and improved speed to market for all projects.

Responsibilities:▪ Hired and managed three teams responsible for Customer Service Automation, Policy and RiskAutomation, and Expansion and Innovation of Automation. Teams consisted of Product Managers, Rule Analysts, and Data Scientists.▪ Led expansion, updates and maintenance of all automation (25K rules and 100’s of models)including employee-assisted automation, customer-assisted automation, and direct automationthrough all channels including phone and IVR, chat and chatbot, email, webform, batch referrals, real-time tools on site, help flows, site events, and more.▪ Defined and executed the ongoing automation strategy leveraging machine learning, predictive modeling, data analytics, and artificial intelligence.Key Accomplishments:▪ Saved eBay over $50 Million through new direct automation, assisted customer automation, and assisted employee automation.▪ Created an AI/ML solution that worked symbiotically with an automation rules engine, where new models could be trained and released to production within days.▪ Expanded automation to assist employees in real-time, through various solutions, from 1% to 50% of all Risk work and Customer Service interactions performed globally by eBay employees.▪ Awarded the eBay Luminary Award in 2018 (1 in 1,200 receive this), promoted in 2019, scored 98/100 on my 2019 people-manager survey.

Responsibilities:▪ Product Owner, following Agile Scrum Methodology, for IFD and project lead for all IFD and process automation projects. IFD is the central automation engine for all of eBay risk, customer inquiries, and returns and claims on purchases (processes 14 billion cases per year).Key Accomplishments:▪ Prioritized and managed over 1,000 user stories which generated new savings for eBay of over $35 million per year through contact reductions, risk and loss reductions, and improved performance.▪ Led a global project to create an interactive automated assistant now leveraged by thousands of employees for automated guidance through customer support contacts. Saved over $13 million (recurring annually) through improved accuracy (loss reduction), quicker handle times, and re-contact reduction, while improving customer satisfaction.▪ Awarded a six-figure Critical Talent Stock Award in 2017 approved by the CEO, promoted in 2015, and awarded 5 Spot Awards for various project accomplishments.

Responsibilities:-Managed a risk-operations team which evaluates potentially fraudulent customers and determines appropriate action to prevent future fraud.-Identified annually from all American Express prepaid gift cards which cards qualified as abandoned property based on different state laws throughout the United States.-Sought out processes throughout the business which could be automated and then developed, ran, and maintained scripts to permanently eliminate manual work from these processes.Selected Accomplishments:-Invented a setup which, using SQL and Quick Test Professional, automates various processes throughout the business and performs work equivalent to more than 20 full-time employees.-Developed and implemented a process to identify switch-card fraud which reduced the fraud by 80% within two years and directly saved over half a million dollars.-As the business stakeholder, supported a technologies team in developing a tool to systemize and automate escheatment for all prepaid products based on varying state and territory laws throughout the U.S.

Darrin LLC (2008 to present) – Real Estate Investment company with 100% success rate across 12 purchases including multi-family, retail, office, and a senior living center.Striking Image Salon (2008 to present) - Owned a second location for two years before selling it.BumbleLady.com (2009 to 2011) - Over $30K in sales by year two.Web Developer (2009 to 2010) - Built 7 websites, 5 of which were e-commerce sites.

Responsibilities:-Develop and improve applications used throughout the Global Prepaid Department using SQL, Visual Basic, ASP.NET, and XML. -Support and troubleshoot several software applications used by sellers of American Express Gift Cards.-Coordinate and track program fixes between multiple American Express teams and several external organizations.

Responsibilities:-Analyzed commercial property operating statements, borrowers’ financial statements, borrowers’ credit reports, and tenant leases.-Studied market, demographic and firmographic data, shot aerial and surface photographs of properties, and analyzed property location and access to assess long-term commercial viability. -Responsible for loan process including coordinating loan requirements between borrower and lender; and presenting all property information, market data, and borrower financials in a professional loan package to the lender. Selected Accomplishments:-Analyzed, underwrote, and processed 25 commercial loans totaling $125 million in lending money.-As a loan analyst for a leading provider of commercial real estate capital solutions in the Mountain Region, analyzed over 50 income producing properties, from large medical office to small multi-family complexes.

Responsibilities:-Analyzed commercial property income statements, performed property inspections, and prepared property condition reports for 17 different banks and mortgage companies and their real estate investments.