At ITILITE, I own the Freshdesk Omni transformation for a 24/7 support operation, delivering production go-lives across ticketing, chat, calls, and reporting. I consolidated 169 legacy rules into 24 documented automations and shipped support metrics and dashboards.
I also own two live US hotel-operations products. By redesigning AI-led Folio collection prompts and conversation flows, adding retry logic and guardrails, and using hotel-local-time calling, I raised peak collection success from 36% to 58% and displaced about 80–120 agent-hours a month across Folio and CCA workflows.
After moving from ITILITE’s Founder's Team into Product ownership, I authored PRDs for CCA and Folio based on operating their live workflows. I’ve also built a Chat QA pipeline for support transcripts and a self-updating RAG support assistant in n8n.
