• Product Owner of Wayfair's first Virtual Assistant platform- driving over $50M in contact deflection & incident reduction with 94% intent prediction accuracy• Responsible for driving global adoption of all Self Service tools and automating customer service contacts - impact 7M automated contacts/yr• Experience with complex UX redesigns/replatforming to reduce latency and increase scalability while driving business outcomes to reduce customer effort and contact costs• Led cross-functional product development of a highly complex Conversational IVR test which achieved promising results: 1) 53 seconds of handle time or $4.7M/yr in savings 2) 86% Customer Opt-In Rate 3) 76% Authentication Accuracy• Data-driven, customer-centric discovery resulting in high quality product specifications• Experience working as a team player alongside frontend/backend engineers, data science, UX, analytics, finance & operational partners• Led technical migration of all customer-facing emails to GrayMatter Platform driving $15M/yr EBITDA impact• Ability to own a product concept from ideation to delivery• Experience, platform & technical product experience on customer & agent-facing verticals• Setting & delivering on 12+ month product roadmaps while achieving OKRs on time• Experience working with SQL, Figma, UserTesting, Miro, GBQ, and JIRA

Service Experience Product- PM Lead for scalable CS product rebuilds through business opportunity validation, discovery phase, wireframe generation, focus group testing, MVP definition and rollout framework mapping- Drove end-to-end modular Damage/Defect & Wrong Product redesigns to guide CS to effectively diagnose issues and select best choice resolutions to optimize for 1. Customer Experience, 2. Cost, 3. First Contact and Service Efficiency, and 4. Platform (speed to value). Combined business Impact = $20M savings annually- Hypothesis generation, user-story definition, sprint planning and execution of backlog for an initiative focused team of reducing ATT (average talk time) during customer service calls by 13% (1 min)- Quantified opportunities through SQL investigation, a partnership with Analytics and Calabrio deep dives to strategic product changes through data-driven hypotheses- Developed agent training process for deploying productivity pilots at sites, coordinating training with Workforce Planning/QA and created training videos for global roll-out- Spearheaded a morning market process to reduce rework/effort and ensure roadmap deliverables are met- Problem Definition Imperative Team co-lead helping to define best practices and alleviate existing pain points with problem definition for Service Products & SystemsBiz Ops- Ran sprint team with 4 software engineers focused on Finance, SOPs and Post-Order Survey initiatives - Improved our customer‐facing surveys by making them more engaging and personalized, adding demographic data points and the ability to report on company-wide KPIs- Drove policy improvement change through A/B test to offer free returns on denied supplier cancellations (influenced CSAT & NPS gains)- Lead all process improvements for internal Finance and SOPs UIs driving down hours per week and ticket reduction by 30%

- Liaison between the Engineering, Purchasing and IT departments to ensure best business decisions - Manages a $5mil annual R & D materials budget- Accountable for keeping Engineering spending on track - Work closely with Finance monthly to review materials actuals versus forecast- Defining & presenting process improvement initiatives to key stake holders in Engineering & IT- Testing & implementation of said business system enhancements- Roll-out & training of approved enhancements to Engineering Department- Admin of Microsoft Project Server Time-Management System for Engineering Department- Responsible for on-boarding/off-boarding & training resources on the system- Monthly reporting & distribution of resource actuals versus forecast

- Configuration, testing, & deployment of Microsoft Project Server Time-Management System for Engineering Department- Senior ECN Analyst for New Product Development Team- SharePoint owner permissions for Engineering Team Sites

- Purchase and expedite of various chemicals for 11 Lockheed Martin locations under Missiles and Fire Control- Daily responsibilities include: booking sales orders, requesting quotations, placing purchase orders, obtaining best pricing and availability, and managing multiple order tracking/status systems- Primary point of contact for Lockheed Martin as a Chemical Management channel- Demonstrated exceptional skill in computer programs: SAP, P2P, Exostar, Mas 500, and Mantis

- Primary responsibilities include: Sustaining best pricing and availability, supplier follow-up, ensuring on-time deliveries, and expediting open orders. Roughly 1500 P.O.’s cut annually.- Procurement Leader for the GE Energy division – $6 Million spent annually, orders were 96% to customer’s Need By Date- Principle Buyer for Orlando R&D Water Wash & Ferrate Divisions – $12 Million spent annually- Monitoring, tracking, and documentation of all project statuses to ensure completion within planned timeline