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.
Led the transformation of a legacy IVR into a cloud-native, AI-driven voice platform to improve customer containment and operational efficiency. Defined end-to-end IVR product strategy aligned to business goals, customer experience standards, and call center KPIs. Partnered with engineering and architecture teams to deploy scalable, secure IVR components supporting real-time voice interactions and intelligent automation. Leveraged speech analytics and AI-driven intent recognition to dynamically route callers and reduce friction across high-volume call flows.
Designed and implemented intelligent IVR routing models using customer intent detection, historical interaction data, and real-time decisioning logic. Re-engineered call flows to improve routing accuracy and reduce misdirected calls across complex service journeys. Integrated AI-based routing logic with backend systems to dynamically determine the best destination based on caller needs, prior interactions, and business rules.
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.
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.
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.
Built advanced analytics frameworks to measure IVR performance, routing effectiveness, and customer experience outcomes. Developed dashboards and reporting pipelines to track containment, transfer rates, call abandonment, NPS, and FCR. Leveraged call transcripts and IVR interaction data to identify failure points and optimization opportunities. Partnered with CX and operations teams to translate analytics into measurable improvements.
Led the design and implementation of post-interaction IVR surveys to capture real-time customer sentiment and voice-of-customer insights. Integrated survey responses directly into CX measurement systems to support NPS, CSAT, and FCR tracking. Optimized survey timing, phrasing, and logic to maximize response rates while minimizing customer friction.
Led product strategy and delivery of a Glass Claims IVR solution designed to automate claim intake and reduce dependency on live agents. Designed IVR flows that guided customers through glass claim submission, validation, and routing with minimal agent intervention. Partnered with engineering and claims operations to refine routing logic and improve accuracy.
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.