Directed and delivered scalable, transformational technical projects and programs that deepened customer interactions, delighting customers, increasing business value and profitability. Managed all stages of project life-cycle, led teams, fostered collaboration and growth and exceeded stakeholder expectations.• Delivered 20+ projects over $10MM in collaboration with cross-functional stakeholders, on budget, on time, exceeding schedules and expectations, resulting in repeat business and renewals.• Orchestrates development of proprietary data collection platform and internal PM tools, leading dynamiccross-functional teams across Agile SDLC. Defined features, testing, deployment, documentation andtraining/communicating new features to project managers.• Directed, designed, developed, and deployed VoiceBox, a real-time ASR plug-in that captured customer feedback at various stages of their digital customer journey.• Built and implemented VoC and CX solutions and programs using data-driven strategies, ML/NLP/AI,sentiment, quantitative and qualitative analysis for diverse industry client organizations.• Led teams design, develop, and deploy 3 CX-focused products centered on Text analytics, ASR, and NLP.• Created data pipelines and workflows, train and test datasets using ML and NLP techniques.• Advised clients on best practices for VoC and CX surveys, program design, testing, and deployment.• Collaborate with project teams across the globe to conduct surveys in over eight (8) foreign languages.• Onboarded new clients and projects using best practices to ensure adoption of various software features.• Designed a centralized reporting platform. Tracked KPIs and metrics, providing visibility and real-time insights with actionable data.• Analyzed, user data with SQL to resolve issues and communicate insights to clients to keep the project on track. Advanced Excel to visualize and share results.

Promoted to Project Manager. Planned, managed, and scheduled end-to-end projects. Steered global teams and report key milestones to stakeholder.

Hired and tasked with improving resources and processes for projects.