Own end-to-end delivery of AI-powered chat and voice automation programs, including chatbot orchestration, IVR automation, and agent-assist capabilities across global customer operations.

Lead cross-functional execution across Product, Engineering, Data Science, Legal, Compliance, and CX Operations to productionize conversational AI safely and at scale.

Drive roadmap planning, dependency management, rollout strategy, experimentation, and performance metrics for AI CX platforms

TPM - CX Tooling

As Manager of CX Tooling, developed and maintained a customer experience tooling strategy for tools including LMS, KMS, CMS, Ticketing System, QA and CSAT across a global support organization. Engaged extensively with various stakeholders to design and execute a program for a robust support tooling ecosystem. Established a responsive system administration function for customer experience tools, adapting swiftly to changing conditions. Oversaw the creation and management of comprehensive requirements documentation, milestone mapping, program prioritization, and communication protocols.

Led the Coinbase CX, Tools and Automation team within the Knowledge management department focused on vetting, selecting, implementing, and administering Coinbase’s CX technology systems (“tool stacks”). Managed and trained a team of Individual Contributors/ Admins across L&D, Ecosystem, Consumer, Institutional, and Core teams. Optimized processes by implementing integrations and automation within CX technology systems.

Tool stack: Docebo, Egains, Contentful, Salesforce, Tines, Algolia, Salesforce, Liveperson, Looker, and Snowflake

Management: hiring, training, coaching, project management, agile methodologies

Leading the Pega Workflow and RPA UiPath Automation initiatives across all verticals within the Shared Services Department within BCBSAL. Performed the workflow and automation Use Case analysis, led the discovery efforts, led the COE, KPIs, and monetization strategy, and developed and deployed solutions from Use Case discovery to production Go-live. Established and met annual performance goals while effectively handling over Workflow and UiPath RPA applications in production including service tickets, admin support, and database administration support. Managed a development team in the design, construction, testing, implementation, and support for software releases.

Tech stack: Java, Pega Workflow, UiPath RPA, WFI, Nexus, Jenkins, .NET, Java, SQL Server, SAAS Products, Elasticsearch , Pega Cloud

Management: hiring, training, coaching, project management, agile methodologies