Theodore Kiken Email & Phone Number

• Spearheaded the implementation of AI-powered chatbots, IVRs/IVAs, and virtual assistants, streamlining customer service operations and enhancing user interaction. • Launched AI-driven platforms for generating audio, video, blogs, text, and other media content, revolutionizing content creation and distribution. • Developed an OCR application for image and PDF digitization, incorporating user verification to ensure accuracy and efficiency in business process integration. • Implemented machine learning-driven business automation tools, utilizing data analytics to enhance operational efficiency and strategic decision-making. • Introduced AI automation in Remote Monitoring and Management (RMM), Professional Services Automation (PSA), and Managed Service Providers (MSP) sectors, transforming technical support and IT service delivery. • Designed and deployed custom recommendation systems, leveraging NLP and speech recognition technologies to refine customer service and financial operations. • Oversaw the development of sentiment analysis tools, gaining actionable insights into customer preferences and market trends, thereby informing product and service strategies. • Pioneered using predictive analytics and machine learning to refine order, fulfillment, and inventory management processes. • Implemented groundbreaking automation strategies, resulting in an average of $1.2M in annual OPEX savings. • Collaborated with clients to re-engineer and productize business offerings, leading to significant gains in employee acquisition, retention, and overall satisfaction. • Directed strategic overhauls of client acquisition and packaging strategies, amplifying upsell success and enhancing ease of service recommendation and tracking.• Provided interim CTO, CAO, and CPO services, offering strategic leadership and driving innovation across technology, automation, and product development.

Washington, District Of Columbia, Us

• Pioneered AI initiatives to refine sales and marketing, significantly boosting operations through predictive analytics. • Acted as the chief tech and product advisor during client acquisitions, instrumental in securing deals by showcasing our tech prowess. • Fueled efficiency and productivity by integrating AI across units, promoting a collaborative approach to tech adoption. • Led the charge in embedding ML principles into Databricks, empowering Data Scientists, enhancing forecasting, and optimizing inventory management. • Spearheaded the adoption of an iPaaS solution to streamline operations and system integrations, setting the stage for successful partnerships with Amazon and Shopify. • Initiated a Customer Integrations team to collaborate effectively with major e-commerce platforms.• Managed the rollout of advanced HRIS and TMS solutions, aligning with our tech growth strategy.• Drove the development of the Customer Portal, advancing it from a nascent stage to a fully functional tool that significantly improved user experience and client service.• Standardized product operations and established standards, ensuring consistency and high-quality deliverables.• Led the expansion initiative from domestic to international shipping, broadening the company's market reach and operational capabilities.• Orchestrated the development and implementation of a new Order Management System (OMS) solution from the ground up, enhancing internal efficiencies and offering it as an innovative product to external clients.• Enforced cross-platform PII compliance.

Beaverton, Or, Us

• Orchestrated a monumental global project to overhaul and migrate Nike's multilingual CRM and associated processes, including managing LLMs and neural network integrations. • Spearheaded consumer-centric services, including real-time and delayed messaging via chatbots (web, app, SMS, social platforms, WhatsApp), voice automation, and comprehensive consumer surveys. • Revolutionized omnichannel engagement through conversational design and gamification across various consumer touchpoints. • Directed diverse teams leveraging AI to enhance fraud detection, transaction security, and customer trust, focusing on advancing LLM and neural network technologies. • Crafted and oversaw the development of cutting-edge NLP, ML, and AI applications for internal and consumer use. • Established robust analytical frameworks for in-depth reporting and sentiment analysis. • Managed interdisciplinary teams and external consultants to innovate athlete-centric omnichannel tools. • Collaborated with data and consumer insight teams to refine reporting mechanisms, fueling strategic decisions with sentiment analysis. • Partnered with design teams to create inclusive, brand-aligned solutions that enchant consumers. • Oversaw comprehensive management of Order Management API, including service integration, framework design, and analytical reporting. • Maintained and negotiated vital contracts and relationships with product vendors and service providers. • Cultivated discovery processes and B2B relations for enhanced knowledge sharing. • Led expansive A/B testing for web, mobile apps, and omnichannel CRMs internationally, encompassing multiple languages. • Engineered and executed detailed voice of customer and consumer satisfaction surveys. • Provided mentorship to Product Managers, interns, and cross-functional teams, promoting professional growth and leadership opportunities.

Atlanta, Ga, Us

Client: Nike• Directed successful re-platform and migration of Nike's global, multi-language core service CRM.• Oversaw cross-functional teams and consultants assigned to owned omnichannel Athlete tools.• Owned the Order Management API services, integrations, framework, and reporting.• Managed contracts with internal and 3rd party products, APIs, and other services.• Led .com, mobile apps, and omnichannel CRM A/B testing at a global, multi-language scale.• Designed and conducted regimented VOA and VOC surveys to determine CSAT and sentiment.

Seattle, Washington, Us

• Pioneered AWS's hardware venture via Elemental framework design, transforming software prowess into a tangible business channel.• Spearheaded diverse, high-impact projects encompassing full-scale integrations, strategic partnerships, and architectural revolutions.• Innovated a groundbreaking data cube and orchestrated seamless data integration from emerging sources.• Transitioned project management from waterfall to agile, setting new efficiency benchmarks with comprehensive governance, milestones, and financial oversight.

Tampa, Fl, Us

Client: The Home Depot• Launched and scaled Pro Advantage from concept to execution, achieving groundbreaking success.• Crafted a Salesforce.com service organization, enhancing omnichannel strategies.• Seamlessly transitioned services and data from outdated systems, ensuring modern efficiency. • Pioneered a business intelligence framework with a cutting-edge data warehouse, driving data-driven decisions.

Mayfield Heights, Ohio, Us

Client: National Financial Partners• Led a powerhouse team of 11 Data Analysts in massive migrations, integrating acquisitions into the central data warehouse. • Masterminded the seamless platform transition of newly acquired entities to the primary CRM and services suite. • Conceived and launched proprietary apps for monetization and operational leverage with acquired firms. • Engineered an admin framework for managing thousands of users, setting a new standard in system administration. • Forged governance and cross-functional alliances, steering the ship on re-platforming, bespoke customizations, intricate reporting, and launching exclusive apps with precision and scale.

• Founded a thriving sole proprietorship in data delivery and editing, building a solid initial clientele. • Fostered dynamic collaborations across technical and non-technical spheres, delivering key data products—reports, dashboards, interactive tools—for indie film and stunt firms. • Offered a spectrum of writing services: ghostwriting, editing, creative marketing, technical docs, and led international screenwriting programs. • Crafted and refined a range of screen productions: TV pilots, commercials, festival entries, film scripts, and animated shorts.

Scottsdale, Arizona, Us

• Revolutionized architectural, process, and reporting workflows as the go-to SME. • Authored pivotal internal and consumer-focused technical and sales guides. • Pioneered conversational design, setting new standards in user engagement.• Mentored and assessed talent, driving performance excellence.

Tustin, California, Us

• Directed the lifecycle of CRM service—from conception to maintenance—including seamless integrations and comprehensive training programs. • Oversaw client relations for 200+ companies, ensuring top-notch service for all internal and external users. • Led QC, QA, and tech support, guaranteeing the highest standards for proprietary tech. • Authored essential technical docs, user guides, and innovative service tracking methodologies.

Us

• Masterminded end-to-end inventory lifecycle, enhancing data architecture and reporting mechanisms.• Revolutionized the Customer Service Department, driving it to peak efficiency. • Held the reins of consumer service, CRM administration, and data empowerment roles. • Innovated workflows and business processes through strategic automation.