Scalable solutions require the designer to look past what can be and imagine what can become.
In this expanded role, I oversee CRM and Contact Channel technologies on behalf of the global Customer Service department (customer care, sales support, technical support). To this end, my team is responsible for both managing the product roadmap as well supporting BAU operations and escalations. We are presently focused on increasing the adoption and maturity of artificial intelligence (AI), machine learning (ML), embedded support, customer 360, and other digital capabilities to optimize both the customer and agent experience. Specifically, recent AI & ML initiatives include automatic case classification for live and discrete channels, knowledge article recommendations to assist support agents, and chatbot iteration.
During my tenure as a Solutions Lead, I worked directly on the Customer Service global technology strategy with a primary focus on CRM and contact channel solutions. As a Certified Scrum Product Owner for the CRM agile team, I collaborated with both business and technology owners and was responsible for overseeing key initiatives from problem definition to continuous improvement. These initiatives included the launch of several self-service support communities, the integration of an AI augmented chat tool, and the implementation of chatbot and embedded chat services.
As a part of my first corporate position, I enjoyed a variety of routine responsibilities including escalations support, UAT design and execution, and business process improvement. In service of these responsibilities, I supported both internal and external platform launches as a super user and primary escalation point. Later in my tenure, I shifted towards project work and played a significant role in the delivery of our Omni-Channel chat and softphone implementations.
Everyone starts somewhere, and during my time at The Innovation University ® I became the Founder and CEO of a game development startup. Our three-person crew worked with various outside partners on several projects, but ultimately focused on one mobile application for Android which offered challenging puzzles for players to conquer. The puzzles in our games were not the only challenging part of managing a startup, and today we are able to appreciate the lessons learned as we bring our experience to new places.
In contrast to my day-job, which focuses mostly on the product vision, I spend many of my evenings working on side projects where I get to be both designer and developer. As the former President of the Stevens Game Development Club, I initially groomed my passion for programming through the unique lens of game design. Recently, I have focused my interest on web development projects that deal with metadata analytics and REST APIs. Using Twitter as a subject for my pursuits, here are a few recent examples:
When I get the chance to unplug for a bit, I also enjoy playing music, performing comedy, hiking, and skating.