Chris Cammarata
@chriscammarata
I build AI-ready knowledge systems that improve agent resolution and support operations.
United StatesWhat I'm looking for
At AIQ, I design and operate AI-ready knowledge systems for Fin and Astro, improving Fin's resolution rate from 45% to 60%+ by correcting routing gaps and misclassified guidance.
I own conversational design, support taxonomy, escalation logic, workflow automation, AI evaluation, and the knowledge layer underneath two AI agents. I built a 42-simulation regression-testing suite, audited 120+ live guidance rules, modernized documentation for AI retrieval, and created data connectors that improve visibility into AI performance and customer intent.
Before AIQ, I spent nearly four years at Toast turning support escalations, survey data, and quality findings into prevention plans. I designed and maintained a production AI agent that classified live support chats into a three-tier issue taxonomy, helping Quality and Care teams spot emerging customer and agent issues in real time.
I work at the intersection of AI, analytics, content, and process improvement, partnering closely with Customer Success, Product, QA Engineering, and Operations. My work is grounded in continuous improvement, root cause analysis, and Six Sigma Lean Green Belt practices.
Experience
Work history, roles, and key accomplishments
AIQ (Alpine IQ) is a marketing, loyalty, and analytics SaaS platform serving 7,000+ retailers and brands, operating under SOC 2 and HIPAA governance.
- Improved resolution rate from 45% to 60%+ on Fin, Intercom's AI support agent, by diagnosing structural routing gaps and correcting misclassified guidance rules.
- Own escalation and hand-off logic for Fin across two platforms, redesigning a supp
Toast is a restaurant technology platform providing point of sale, payroll, and operations software to restaurants across the US.
- Led root cause investigations and cross-functional care-change projects on IVR routing and campaign workflows, building weekly deep-dive reviews of escalations and negative surveys to drive action plans that improved platform and Customer Care reliability and surface
- Conducted audits, calibrations, and coaching across frontline and BPO teams.
- Led BPO alignment through weekly calibrations, reinforcing quality standards.
- Strengthened onboarding by partnering with Training and Operations to reduce performance variance.
- Promoted to Employee Cloud Expert for strong performance and accuracy; acted as a senior escalation point for complex payroll cases, reducing repeat-case volume by 20%+
- Managed case queues and customer records in Salesforce, auditing payroll workflows and case quality to identify defects and improve end-to-end handling accuracy.
- Escalated system-level issues through Jira and Slack, acceler
- Led and coached a 100+ person front-end team, strengthening training and clarifying workflows to cut new-hire ramp time and make service quality consistent across shifts.
- Redesigned onboarding and coaching practices, simplifying process expectations to improve retention and performance.
Education
Degrees, certifications, and relevant coursework
University of Nebraska at Omaha
General Studies
2013 - 2016
Availability
Location
United StatesAuthorized to work in
Salary expectations
Job categories
Skills
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