At Warner Bros. Discovery, I direct global onboarding, QA, social support, and AI quality strategy across a broad network of agents, vendors, languages, and service channels. I built an automated Asana intake and portfolio system that centralized ownership, milestones, resources, and training schedules.
I own global QA for generative-AI support and coordinated reviewers and conversation evaluations across country-language combinations. That work contributed to global AI CSAT growth from the 30% range in 2025 to the 50% range in 2026, alongside a 74% containment rate.
As Senior Product Manager, I redesigned the global omnichannel QA scorecard used across vendors and agents. I replaced frequent blanket calibrations with targeted interventions for underperforming vendors, sites, and language markets.
Earlier at Warner Bros. Discovery, I created interactive curricula for HBO Max launches and built a SCORM e-learning series for social-support training. At the National Society of Leadership and Success, I designed and facilitated learning programs and managed a portfolio of colleges and universities.
