At Verizon, I led an enterprise-wide AI-powered customer support transformation, moving frontline tooling from manual to AI-assisted across support channels. The work reduced average handle time by 7% and improved first-contact resolution by 5%.
I also built Verizon’s first Agentic AI strategy from concept to launch, identifying proactive support use cases with $40M+ in potential annual impact. For the Google GECX and Verizon partnership, I shaped product strategy across IVR, chat, and RCS, driving 21% incremental call deflection.
At Vector Consulting Group, I led customer support and product strategy engagements for e-commerce and technology firms. My work included a ride-sharing app roadmap and go-to-market plan that increased revenue by 15% and NPS by 10%, along with process automation and operating model transformations.
