• Leading the migration of PayPal's servicing stack to an LLM-based agentic platform, working across Product, Engineering, Design, and Operations

• Built a signal-based agent that resolves 80% of high-friction account issues without human intervention

• Incubating PayPal's first Merchant AI Agent for automated dispute and integration workflows

• Working with Customer Operations to tie product roadmap directly to contact center OpEx goals

• Managed a team of 20+ across engineering, design, and ops. Took the product from proof of concept to full launch across 100% of customers in 6 months

• Replaced legacy voice channels with a conversational AI platform. Reduced servicing OpEx by 48% ($1.3M annualized)

• Ran vendor evaluation and selection (RFP across leading CCAS providers)

• Worked with Operations to reshape workforce management metrics around chat and chatbot capabilities

• Co-chairperson of Women @ Varo

• Led go-to-market strategy for AmEx's rewards checking product, a strategic initiative to diversify financial service offerings and deepen card member engagement

• Launched pre-qualified card offers that generated 50,000+ new card accounts by integrating credit approval into the MyCredit Guide platform

• Grew MyCredit Guide from 300K to 1M+ users in 9 months through a product and data-led growth strategy

• Increased enrollment conversion from 10% to 80% by redesigning the customer onboarding experience

• Negotiated an exclusivity contract with TransUnion as part of AmEx's COVID-19 response strategy

• Built "Neo-Bot," an internal NLP virtual assistant that automated financial forecasting, an early precedent for agentic AI workflows in Finance

• Mitigated $10M+ in S&B risk through an operational audit, delivering a technology-driven cost giveback to the enterprise

• Managed financial analysis across a ~$100M expense base for Global Merchant & Network Services, providing business decision support on hiring, forecasting, and investment

• Led an internal project that utilized IBM Watson to automate due diligence procedures