At American Express Global Business Travel, I owned end-to-end delivery of an Agentforce AI implementation, from discovery and requirements through go-live. The program achieved a 90%+ intent hit rate across defined use cases.
At the City of New York / Dept. of Social Services — Family Independence Administration, I built and governed the operating system for a distributed field organization, including SOPs, accountability frameworks, and workflow automation. I also built a real-time workforce tracking system that gave leadership live visibility into team efficiency and service delivery.
Earlier at the City of New York / Dept. of Social Services, I automated operational reporting, reducing a cycle that had taken a full week to a single day. I bring experience turning strategy into field-ready programs through governance, change communications, and performance reporting.
