Scalable solutions require the designer to look past what can be and imagine what can become.
In my current role, I work 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 serve as a liaison between business and technology owners and am responsible for overseeing key initiatives from problem definition to continuous improvement. Recently, these initiatives have 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 further expanded my interest through web development projects: focusing on metadata analytics and working with REST APIs. Using Twitter as a subject for my pursuits, here are two of my recent creations:
When I get the chance to unplug for a bit, I also enjoy playing music, performing comedy, hiking, and skating.