Lead development for PayPal’s Automated Voice Response platform (61M contacts annually) to improve call containment and reduce human-agent dependency

Created and deployed the first AI-driven, fully agentic voice flow at PayPal; increasing containment by 1% and reducing customer service contacts by 600,000 per year

Improved Authentication rate by 2% for the top of the flow, allowing PayPal customers to self service their issues without escalation

Led the strategy and execution of PayPal’s Content Management platform (ECM), ultimately replacing a third- party CMS and saving $1M annually in contractual obligations.

Acted as the technical product and integration lead for 30+ internal teams, delivering tailored content solutions, live platform demos, and hands-on onboarding; growing adoption from 30 to 850+ monthly active users.

Collaborated cross-functionally to build integrations on our platform; reducing time to market by 50%

Translated stakeholder requirements into actionable technical solutions, including a personalization engine that decreased customer support contacts by 3.1M and saved ~$6.2M in OpEx.

• Performed cohort analysis on Zindi’s 3000+ users; identified a need to target inactive users instead of user retention

• Separated users in 3 clusters and analyzed behaviors of active, inactive, and dormant users; finding which competitions have the highest participation from each group

• Advised different techniques for data collection to ensure quicker data cleaning process moving forward