Implemented GPT-4 automation for technical Root Cause Analysis documentation, playing a key role in a team that significantly improved the efficiency and accuracy of customer communications. This initiative led to a noticeable reduction in response times and enhanced overall customer satisfaction.Led hundreds of customer engagements with customer executives from leading global brands, effectively communicating Salesforce's commitment to reliability and trust. My efforts in these discussions helped maintain and strengthen customer relationships during critical incident reviews.Collaborated on a pioneering initiative aimed at assessing and improving the Technical Health of strategic customer accounts. I worked closely with executives and developers from customer orgs to help identify performance bottlenecks, and improve the resilience and performance of their implementations. Using the insights from this program, I then developed risk scoring methodologies and implementation strategies to enhance customer success.Actively contributed to the transformation of the Severity 1 support experience. My role involved collaborating closely with technology, support, and customer success teams to improve the process, ensuring a cohesive and supportive customer journey.Led efforts with data science teams to develop predictive models to identify potential customer implementation risks. My contributions supported the team's efforts to set new benchmarks for proactive service and support, aiming for a proactive rather than reactive approach to customer service.

As a senior product manager in the Availability & Infrastructure Engineering team at Salesforce, I helped develop and deliver on a product portfolio that builds Customer Trust in the Salesforce platform. I work with cross-functional teams across Salesforce to help investigate technical incidents, develop effective remediation plans for large blast-radius disruptions, and write compelling public Root Cause Analysis content that explains to affected customers what, why, and how incidents occurred. I also organize technology executive outreach engagements with strategic Salesforce customers, including Availability Workshops to consult on Availability best practices, help provide recommendations to improve customer implementation performance, and also explain how the Salesforce platform is architected with an emphasis on resiliency and redundancy.

As a product manager in Pershing's Technology group, I have responsibility for the firm's technology integration capabilities. Primarily, this involves product ownership of Pershing's NetX Services API Store, which provides a platform for financial institutions such as Broker-Dealers/RIAs/3rd-party fintechs to access Pershing's traditional financial services via RESTful APIs. In addition, I have responsibility for managing budgets/prioritization of projects for other integration mechanisms such as Single Sign-On, Angular web components, and legacy SOAP/XML APIs. Finally, no integration role would be complete without mentioning how third-party firms play a role in an integration strategy. Currently involved with improving the experience for the many financial technology 3rd-parties that Pershing's clients can connect with, including hosting events such as the Integration Advisory Council, bringing together executives from fintech providers to hear their insights and share our roadmap.And above all, always a fierce advocate for the CLIENT EXPERIENCE in any solutions our team creates.

Product Manager in Pershing's Financial Solutions group, with responsibility and oversight of Investor Communications. Primary product owner of the firm's brokerage investor statements. Over 6 million investor statements delivered monthly, using 6-sigma methods of quality management. In my last year in this role, the product was the #1 rated brokerage statement in the industry by DALBAR (industry advisory board for investor communications).Constant advocate for change and improving ways we communicate to investors on behalf of the firm's clients, always with the investor experience top of mind.

Product Manager in Pershing's Financial Solutions Group, focused predominantly on Investor Communications including investor brokerage statements.

Quality Assurance tester in Pershing's technology department. Provided QA testing in a waterfall environment for Pershing's various investor communications using Six-Sigma methodologies for defect tracking. Implemented automated test scripts to increase efficiency and testing accuracy.