• Derived actionable insights from Salesforce, Genesys, and CallMiner data, improving analytics quality compared to previous systems• Executed a proof-of-concept Tableau implementation within Salesforce, using SSO/Token Authentication to centralize metrics from multiple data sources, demonstrating the potential for real-time reporting without the need for additional tools• Facilitated workshops with cross-functional Agile teams to define customer personas, map customer journeys, and prioritize and refine user stories, representing the Voice of the Customer (VOC) and aligning product goals with user needs• Applied the DMAIC methodology to define KPIs, shaping desired agent behaviors and aligning performance metrics with business objectives

• Led global operations of vendor-managed contact centers, overseeing a platform supporting sales of internet and satellite TV services through third-party sellers, ensuring alignment with product strategy, operational goals, and continuous improvement.• Defined and prioritized product backlog, grooming user stories to enhance customer experience and reduce expenses through Agile-driven process improvements in order to achieve OKRs• Identified and resolved a critical installation scheduling issue, which significantly reduced systematic rescheduling from 29% to 1.4%. This fix led to a dramatic drop in the average number of customer calls per order, from 1.58 to 0.23, reducing friction in the customer journey and increasing conversion rates from 39% to 59%• Streamlined processes, reducing staffing from over 800 agents to fewer than 100, while maintaining throughput and achieving a $24M annual expense reduction• Implemented AI-powered bot to automate outbound calls, informing customers of scheduling changes and negotiating new appointments, improving scheduling efficiency and enhancing customer satisfaction without requiring human intervention• Received the ‘Extraordinary Impact’ performance rating and Communications Award (Q321) for delivering measurable improvements in both customer experience and operational efficiency

• Managed strategic technical relationships with key retail partners, including Target, Best Buy, Costco, Walmart, and Amazon, driving product delivery for new wireless sales and activation capabilities integrated into their point-of-sale systems• Optimized partner onboarding process, reducing downtime and consolidating responsibilities from 3 relationship managers to 1, resulting in enhanced operational efficiency• Led the end-to-end onboarding of a high-growth startup partner, developing and deploying a new product workflow on an accelerated timeline• Collaborated with fraud and security teams to mitigate bot-driven customer data harvesting, ensuring compliance and safeguarding customer data integrity.

• Expedited projects to market for web-based applications used by independent insurance agents.• Streamlined processes for quoting, selling, and servicing consumer auto insurance.• Reduced transactional expense to quote insurance by implementing algorithms to selectively suppress checks to CLUE (Claims Loss Underwriting Exchange) and credit bureaus.

Associate – Transportation / Linear Asset Management Systems Delivery • Designed and Implemented Highway Maintenance Management Systems for state transportation agencies, including New York, New Jersey, Georgia, Tennessee, South Carolina, New Mexico, Kansas, Alaska• Managed distributed team of 12 Developers, including in-house and contractor resources• Delivered custom software applications using Oracle Forms and Oracle Reports, and mobile version, including data sync process• Designed databases, created tables, views, procedures. Facilitated handoff to client DBAs• Built interfaces to Human Resources, Fleet, and Asset Management systems• Conducted interviews and hired in-house resources• Managed full product lifecycle, from development to post-launch, ensuring sustained alignment with business objectives

• Developed Oracle Forms and Reports using Oracle Designer/Developer 2000• Clients included AstraZeneca, Fidelity Financial Services, NYNEX• Systems included custom solutions as well as Oracle Financial Applications• Created and maintained CASE Designer 2000 repositories