Leaders inspire, Thinkers imagine, Engineers create.
Solutions are found when we inspire each other to imagine what we can create.
Growing up along the beautiful Jersey Shore, I have always had many interests. During my time attending a STEM high school, I competed in robotics, acted in musicals, and earned my Eagle Scout award. While at Stevens Institute of Technology pursuing my Computer Engineering degree, I led the Game Development Club, served on the student senate, sang in the President's Ensemble choir, and traveled to perform comedy. After graduating, I accepted a temporary position at Wiley as a testing analyst.
Shortly thereafter, Wiley offered me a permanent role. Following an unsuccessful attempt by our technology team to build a custom push chat system, I researched Salesforce's Omni-Channel feature and worked with operations stakeholders to define a new business requirement for the chat implementation. The success of the chat delivery naturally set me up as the analyst to support the subsequent Cloud Telephony Integration between Five9 and Salesforce Omni-Channel. After playing a critical role in the project and travelling to Belize to oversee the off-sight launch, I was promoted to a lead position on the newly-formed Solutions team.
With this new role, I focused on accelerating our Service Cloud maturity as the Product Owner for the CRM Service team. As we adopted the agile framework, we spent several months rebuilding our processes using “out of box” components to minimize technical debt. Once we established strong foundations, we proceeded to launch 16 new self-service “Help” sites on the Salesforce Communities platform (now called Experience Cloud) as well as migrate nearly 400 internal users to Salesforce Lightning. With a scalable support ecosystem in-place, we leveraged our infrastructure to quickly integrate the company's influx of acquisitions into our core support workflow.
After gratefully accepting a promotion into management, it was time to start exploring more advanced capabilities. We launched and iterated on a chatbot designed to help customers quickly resolve their inquiries. To ensure quality, we implemented measurements that allow us to track performance and drive continuous improvement. We also developed a component that enables personalized and searchable knowledgebase for convenient self-service without the conversational format. In parallel, we deeply validated and deployed AI recommendation tools to aid support agents and allow them to focus on resolving the customer's issue.
In September 2022, I had the opportunity to share my AI experience at Salesforce's annual Dreamforce conference in San Francisco. Based on multiple co-pilots I have conducted with Salesforce, my primary session focused on my AI journey, validation process, and lessons learned. I also spoke briefly about how I am using conversational AI insights to reduce manual analysis in a session with Salesforce's AI Research team. Following the event in San Francisco, I spoke again at Salesforce World Tour NYC in December covering similar topics. Overall, I had a great experience sharing my story with other passionate service leaders and look forward to future events.
Dreamforce Session 1: Smarter, More Proactive Service with Service Cloud Einstein
Dreamforce Session 2: Unlocking the Power of Conversational AI and Automation
World Tour Session: Scale Service and Reduce Costs with Automation and AI
I am currently overseeing Technology & Solutions strategy for Wiley's Global Customer Service organization (Customer Care, Technical Support, Sales Support). To this end, I manage a cross-functional team that owns product roadmaps and application support for CRM, Help, RPA, Survey, and QA technologies. In partnership with leaders across Research, Education, and Global Operations, we design solutions to improve customer experiences, optimize process efficiency, support corporate initiatives, maintain continuity, and integrate new businesses.
In this role, I managed CRM and Contact Channel technologies on behalf of Global Customer Service. To this end, my team was responsible for both governing the product roadmap as well supporting BAU operations and escalations. My key initiatives 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. Specific AI & ML initiatives included 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 some examples:
When I get the chance to unplug for a bit, I also enjoy playing music, performing comedy, hiking, and skating.