At Dialpad, I led CX enablement and operations across learning, product introduction, tooling intake, support operations, and quality assurance. I scaled the L&D organization from 3 to 28 people across four functions.
I redesigned Tier 1 onboarding from 10 to eight weeks, reducing time to proficiency by three weeks across two new-hire cohorts. I also built the New Product Introduction function to prepare customer-facing teams for new features.
I helped teams build 14 AI agents for QA, calibration, and content workflows, and deployed three customer-facing AI chatbots that achieved 71% deflection and 98% accuracy. I grew Dialpad University and self-service traffic 125% while reducing ticket volume 15%.
Previously, I founded and led a three-person content team at Dialpad and managed distributed support teams and knowledge bases at LIVEABOARD.COM. I focus on practical learning, knowledge management, and quality improvements that help teams and customers get more from products.
