Cam Liao

Defined and executed a scalable solutions delivery strategy, reducing time-to-value and maintaining low churn. Served as the company's AI chat product expert, advising executive leadership on business planning and operational forecasting. Managed and developed a team of 12 analysts, fostering growth and launching a company-wide training program.

Led chatbot implementation and solution delivery for enterprise and mid-market customers. Reduced implementation time by 40% through workflow streamlining and building scalable support tools. Influenced product roadmap priorities by capturing and translating voice-of-customer insights into actionable requirements.

Managed and optimized AI chatbot performance across a portfolio of accounts, proactively maintaining dialog content and workflows. Analyzed usage data and behavioral trends using SQL, Power BI, and Google Analytics to surface insights and improve automation accuracy. Consistently exceeded SLAs through efficient issue triage and cross-functional coordination.

Answered 400+ inbound calls per month while managing emails, live chat, and prospecting calls. Developed comprehensive technical expertise across all product offerings, achieving a top 1% ranking in agent satisfaction and handling time. Collaborated with product and sales teams to use call-center data for identifying improvement areas.

Studied core principles and practices in public health. Focused on understanding health issues at a population level and developing strategies for prevention and intervention.

Completed a comprehensive certificate program in User Experience (UX) Design. Gained practical skills in user research, wireframing, prototyping, and usability testing.