At Symphonic Distribution, I built and manage Aria, a customer-facing AI chatbot that handles more than 11,000 conversations a month and answers 58.6% of support conversations without a ticket by a conservative count. I use conversation data to decide what Aria builds next and write the specs engineers build from.
I led Aria's redesign from a single Agent Builder flow into an orchestrator with four specialist agents. I also run controlled prompt experiments, LLM-as-judge audits, and human reviews to evaluate releases and turn reviewer objections into regression targets.
I led the operational rollout of the AskStylo Copilot Zendesk integration, formalizing workflows, training support agents, and tuning the platform. It reached a 95%+ draft acceptance rate and an estimated nearly 30% reduction in agent handling cost per ticket.
Earlier, I built automated back-office workflows at Acrisure and partnered with subject matter experts to identify automation opportunities. My personal projects include a Ruby resume-tailoring tool with claim verification and a Telegram chatbot powered by a self-hosted Ollama LLM.
