Led Smart Access, our proprietary Access as a Service offering delivering a top-tier omnichannel self-service solution for B2B customers. Used AI/ML to create forecasting and segmentation models for access, orders and user management. Managed a team of 14+ including a TPM, customer success managers, product engineers, designers, QA and comms across 3 time zones.•Aligned leadership from Product, IT, Design, Customer Success and Product Engineering to build and deploy the next-gen Access Experiences. •Deployed PSIM (Physical Security Information Management), an all encompassing permissions and identity platform to streamline and automate physical access permissions via web and mobile across 280+ data centers providing customers self-service access management, permissions scheduling and mobile check-in on-site while cutting wait times by 50% for 500k visitors annually. •Used AI/ML to identify user and order patterns and build a model for predicting the ratio of standard and non-standard space restrictions.•Identified revenue opportunities for 1.2MM YOY along with potential cost savings of 1.6MM. •Integrated with the data center information management platform using an API-first approach to power self-service reporting feature. Cost savings of over $500K YOY.•Leveraged power of data by aligning product analytics strategy to business outcomes. Used Qualtrics to run post order surveys and email feedback loops. This helped transform access reporting into a self-service API-driven solution.

Worked within the platform and digital experience team to provide a global unified customer portal experience for 450k B2B users spanning across 10,000+ customers with emphasis on unification, self-service and automation. Worked on needle moving changes within the ordering experiences and physical access services in web and mobile platforms. Handled a 24/7 team in Silicon Valley and Singapore to ensure elastic development and support.•Led the platform unification initiative for physical identity access, permissions management, orders dashboard, PO component and message center. The goal was to collaborate with UX, customer success managers, BUs and product engineering to arrive at a converged, consistent and unified experience across for all users. Engagement went up by 25% on key flows with over 15% increase orders YOY.•Rolled out the global passport (1QR Code) access solution which significantly cut lobby wait times by 50%. This was foundational for deploying Smart Access. Instant value generation for over 70,000 visitors across 280+ Data Centers.•Developed a framework for smart scheduling to automate work visits and smart hands for data center operations. Resulted in significant time and scheduling efficiencies and an increase of over 15% in booking and visit related activities.• Partnered with the Customer Success team, GSD and Operations to create the first rule based chatbot on key ordering and IBX Access flows. Fleshed out key friction points and use cases where introducing a chat bot could hand hold the customer and answer key questions. Abandonment rates and overall support tickets went down by 7% in the first 6 months.

Worked on the TCAS (Tax Collection and Apportionment) system implementation and enhancement. The system streamlines the Finance, Accounting and Apportionment functions to aid the tax Collector in the collection of property taxes across the County. My role was to analyze the data, tax process and provide solutions for Public Entity Acquisitions, Special Assessments, Credit Reconciliation and Online Payment PortalThe system collected an approximated 5bn taxes for Fiscal year 2014-2015. The team consisted of 15 key development members (all remote) with the business stakeholders in Santa Clara

Worked on the Cisco.com migration from Documentum to Adobe Experience Manager. This included working within the DAM and their CMS for the best E2E experience for building dynamic pages for creatives and marketers while ensuring the best E2E experience for Cisco's customers

-Implementation of Retail systems such as Runner, Apple Store App and BOPIS-Documentation of all key flows, use cases, BRDs and test cases-Conducting workshops and requirement gathering sessions across all stakeholders including Product, UX and engineering-Champion agile methodologies by introducing user stories, persona mapping and sprints-Carry out global level UATs