Seasoned product leader with a proven track record of leveraging AI/ML and data science to enhance customer experiences for large-scale platforms. Led cross-functional teams to develop and implement innovative forecasting, routing, and capacity planning solutions. Expertise in product strategy, roadmap development, stakeholder management, and full product lifecycle. Passionate about driving operational efficiency and delivering significant cost savings through technology.Experience Highlights:- Led AI/ML data science and engineering teams to optimize customer experience for over 50 million users.- Oversaw cross-functional interval planning involving data science, analytics, architects, data engineering, and reporting teams.- Identified and resolved critical pain points for capacity planners/forecasters and operations, exceeding company-wide goals.- Developed and maintained 18-month product roadmaps, capturing requirements and aligning stakeholders.- Analyzed trade-offs, prioritized business needs, and facilitated decision-making across teams.- Led vertical product scrums and collaborated within horizontal mission-based teams.- Spearheaded three AI-based patents for contact center planning, improving accuracy by 17.2% and saving $21 million annually.- Implemented a platform-based product strategy, balancing current and future customer needs within an internal stakeholder environment.- Managed the first external employee cohort on Intuit's Virtual Expert Platform, adhering to IRS laws and unlocking $700 million in future revenue.- Extensive experience in full product lifecycle management: launching, maintaining, and sunsetting products.

• Supported a multi-site contact center while functioning as the administrator of Interaction Dialer 4.0 (ININ), Avaya CMS, IEX (Workforce Tool), and Oracle CRM. • Built a high-functioning performance monitoring dashboard using SQL, designed to measure KPIs and suggest sequencing to achieve company-level donation goals.

• Provided a variety of services for a 100+ person customer service and sales department. • Forecasted and served as administrator of all contact center technology.• Responsible for the development of capacity planning.