As a Platform team member focusing on TSC and DRC needs, I ensure the quality of Contact Center AI (IVR, chat, SMS, cases) by:-Analyzing current systems and customer needs to streamline complexity.-Identifying opportunities to leverage Artificial Intelligence for enhanced value.-Maintaining consistent and helpful customer engagement across all channels.-Driving digital transformation to improve customer experiences and system performance.-Employing product management methodologies to deliver solutions meeting stakeholders' needs.-Utilizing data-driven approaches and collaboration to understand requirements, validate hypotheses, and ensure accountability.-Facilitating cross-functional teamwork to achieve shared goals.

Responsible for stabilizing digital engagement systems on day one of the Brightspeed acquisition, creating processes, training teams and aligning stakeholders on the strategy for our future state.-Keep legacy systems running for digital engagement (Contact Engine, Watson, Salesforce, Mobile App)-Gather requirements for a digital engagement platform for internal and external customers-Create processes and document repository to enable self help-Evaluate CCAI features to improve operational success-Work with IT to resolve production issues, communicate RCA to stake holders

Our family started 'min stugä,' a hospitality venture that provides accommodations. It's a cabin nestled in the woods, next to a golf course, and within reach of a natural hot springs pool. Here are some highlights from this experience:-Strategy: research, branding, marketing, pricing, and guest services-Processes: created standards for cleanliness, maintenance, guest engagement-Financial health: managed budgets, tracked expenses, and optimized revenues-Product Manger mindset: we've adjusted our business strategy several times to accommodate our customers needs to ensure profitability and sustainability

-Led the product development lifecycle, from ideation to launch, for technician chat, resulting in a 37% increase in user engagement and 25% reduction in cost.-Collaborated with cross-functional teams, including the UI Path Team, Mobile App Team, Salesforce and Watson Team, to define product requirements and ensure on-time delivery.

Led end-to-end product development for the customer self-help platform within the repair organization, driving a transformative shift towards enhanced user engagement and cost-efficiency.-Feature implementation ranging from search, analytics, surveys, digital engagement, forums, how-to videos, screen sharing, remote modem access, and real-time decision-making based on live data.-User engagement increased 600%, success increased 200% and a substantial reduction of support costs by $14.3 million, underscoring the platform's tangible impact on the organization's bottom line.-Growth in platform utilization from 68,000 unique visitors in October 2010 with a success rate of 23% to 430,177 unique visitors in November 2016 with a success rate of 48%, reflecting a substantial and sustained increase in user adoption and satisfaction.

In 2005, I identified a crucial gap in the pet transportation market and leveraged my expertise to bring innovative solutions to pet owners worldwide. Recognizing the need for lightweight, cost-efficient pet strollers, I initiated the development of three distinct designs to become the 3rd largest pet stroller distributor in the United States.This journey ended in 2009.