ABOUT ME
Product Leader with 10+ years of experience in product management. Proven success in leading end-to-end stages of product development life cycle (opportunity identification, product vision, business case, go-to-market strategy, requirements gathering, product build, product launch, and postlaunch outcomes). Strong business and technical acumen. Excellent communication and presentation skills. Ability to influence at all levels of management
Notable Projects
Developed a client-facing AI chatbot integrated into ADP’s Workforce Now product. The chatbot enables employees of ADP client organizations to access key information through natural language queries such as “Show me my pay statement,” “Why did my pay change?” and “How much PTO do I have?” Enhanced engagement insights by joining chat transcripts with CSAT and thumbs-up/thumbs-down feedback data to analyze usage trends, satisfaction levels, and conversational effectiveness.
Owned the development of a configuration tool for ADP’s chatbot that empowers HR practitioners to upload company-specific policy documents. Leveraged AI to extract and generate responses to frequently asked questions based on the uploaded materials, enabling organizations to easily customize chatbot knowledge bases with minimal manual setup. Drove improved accuracy and personalization in automated HR support through intelligent document parsing and contextual Q&A generation.
Led the migration of ADP’s chatbot from the legacy IBM Watson platform to ADP’s new in-house AI Platform. Configured and transferred chat intents, training data, and agent workflows to ensure continuity and performance parity. Collaborated with cross-functional teams to re-deploy and validate all existing intents on the new platform, laying the foundation for enhanced scalability, customization, and future AI-driven feature development.
Implemented an AI-powered solution using GPT Turbo to rapidly summarize and synthesize customer insights from Qualtrics survey data. This tool accelerates the generation of NPS, FCR, and CSAT storylines, allowing for quicker identification of customer sentiment trends and faster strategic decision-making.
Developed an advanced AI chatbot using Google Vertex AI to enhance stakeholder understanding of complex CX processes. This chatbot provides instant, accurate answers to questions such as "How frequently is the NPS survey distributed?" and "How is NPS calculated?"—empowering stakeholders with the knowledge they need to optimize customer experience initiatives and ensure alignment with best practices.
Leveraged Whisper's advanced voice-to-text capabilities to transcribe customer service calls accurately. The transcriptions are automatically sent to Qualtrics XM Discover for in-depth analysis, allowing for richer insights into customer interactions and enabling more effective tracking of key metrics like NPS, FCR, and CSAT.
Developed and implemented a comprehensive case management tool designed to immediately address low scores in NPS, CSAT, and FCR. The platform automatically generates a case when a low survey score is detected, assigns it to an appropriate agent, and initiates a follow-up call with the customer. Post-interaction, a follow-up survey is deployed to measure the effectiveness of the resolution and track improvements in key CX metrics. This closed-loop system ensures swift resolution of customer issues, enhancing overall customer satisfaction and loyalty.
Developed a robust DataMart within the Cloudera Data Platform that integrates CX data with operational data, significantly enhancing the depth and accuracy of customer insights. This centralized data warehouse enables more sophisticated analysis, helping to identify correlations between customer feedback and operational performance, and driving more targeted improvements in customer experience.