Velocify by ICE Mortgage Technology (previously Ellie Mae) is a market-leading provider of cloud-based intelligent sales software, designed to transform the sales process. ICE Mortgage Technology (NYSE:ICE) owns the leading loan origination system (LOS) for the mortgage industry, powering the entire borrower lifecycle from lead to loan application to digital mortgage to home purchase to refinance, automating everything automatable, and reducing time to close.Throughout the borrower journey, communication is key. As product owner for communication and engagement, I am building out phone, text, chat, and email channels, to engage the consumer and keep them connected and informed at every step in the loan process.

Toyota Financial Services (TFS), Torrance, CALead Voice User Interface design and engineering for total revamp and speech-enabling of TFS IVRs. Write, deploy, tune Speech and DTMF grammars in English and Spanish; improve performance by 25% using PTP proprietary IVR framework, Java, Genesys 8, URS, Nuance 10.Emotional Intelligence (EI)Create, lead company-wide interactive workshop to increase EI at PTP.HolacracyManage company-wide transition to Holacracy, a self-governing, organizational model adopted by PTP. Responsible for communication, onboarding, change management, coaching, meeting facilitation.

Led the Customer Care product development team of over 20 engineers and analysts. Accomplishments include over 25 automated telephone IVR applications, an integrated Salesforce.com service-cloud CRM application used by 1000+ agents spread over 3 call centers, and various other desktop apps.Under my leadership, the IVR grew from 30,000 to 15 million phone calls per month from an active user base of 5+ million debit card, gift card, and mobile banking customers, with a 92% IVR self-service rate. Oversaw a 50% increase in team productivity by transitioning teams from Waterfall SDLC to Agile Scrum. Also led an initiative that reduced Activation and Support costs by $1 million / month by streamlining IVR call flows, increasing self-service, and launching a new, integrated CRM system in call center. Average time to activate a card was cut by 50%. Also launched the new GoBank mobile banking IVR.

• Develop Small-Medium Business (SMB) VoIP product with phone Auto-Attendant management GUI.• Work with highly-valued client (40,000+ users) to create proprietary call flow for unified messaging product, that could send, receive and play voicemail, email, and faxes by phone. • Translate voice app into 10 languages worldwide and internationalize code to support arbitrary languages. • Use Nuance speech recognition and support multiple TTS vendors in multiple languages.

• Design voice interface for real-time stock trading and alert system. • Use speech recognition (Nuance) and text-to-speech to give callers trading information such as quotes. • Implement full-featured telephony component to manage inbound and outbound calling (NMS).

• Write, test, run and document embedded code for satellite processor slices.

• Design, implement multi-tiered, web-based voice commerce applications for catalog ordering.• Write templates to generate grammars and scripts that provide telephone user interface access to e-commerce website content and ordering.

• Use an innovative platform to support wireless voice applications over packet-data (IP) network.• Build prototype applications to run on a multi-modal browser supporting voice and graphics: phone, weather, shopping.

• Design and develop award-winning, multimedia, music education CDROM "Music Ace 2" that uses interactive animation, lessons and games to teach music skills. • Create automatic remedial mode to help users get through difficult sections. • Supervise and direct recording sessions with voice talent.

• Develop document management application to enable quick search for relevant files on computer file system. • Enhance base application by adding OCR, imaging tools, key field identification, and CDROM publishing capabilities. • Invent Fuzzy Search component to dramatically increase search efficiency in OCR'ed documents with imperfectly recognized characters.