In my current role, I orchestrate development of enterprise AI Chat from inception, while navigating contract negotiations, budgeting, and cross-functional team management as product owner. I direct a team of over 100 leaders, consultants, analysts, and representatives, while monitoring omni-channel chat and account installation for employer groups.• Led $30M digital AI transformation initiative, encompassing secure chat and enterprise Salesforce integration, while driving industry-leading chat containment rates, significant cost savings, and heightened NPSt.• Established reporting, quality assurance, and offshore service teams, while spearheading creation of three operational areas to provide support for all service issues (i.e. claims processing and adjustments, enrollment) from inception, including OKRs/KPIs, processes, budgets, and staffing.• Pioneered relationship-centric single-point-of-contact model, while reducing standard service contacts.• Revolutionized business-IT collaboration, fostering agile, cost-efficient development framework.

In my past role, I oversaw account installation managers, while managing customer-facing responsibilities across AZ, UT, and CO territories, as well as leading team of installation professionals internally and externally. I integrated diverse skill sets to effectively address all issue resolution requirements.• Headed issue resolution teams across various product lines and systems, tackling intricate challenges.• Owned and developed transition activities and processes related to acquisitions as project lead.• Spearheaded strategy, process, and reporting development for newly formed teams.