At Inicio.AI, I investigated engagement with an AI-enabled debt resolution product, analyzing customer surveys, financial forms, and user sessions to identify barriers to completion. I found four predictors of engagement and emotional drop-off, informing improvements to the digital experience.
At Ernst & Young, I conducted process walkthroughs and interviews, led a team of five auditors, and delivered reports with recommendations that improved operational efficiency by almost 15%. I now publish evidence-based articles with the Center for Behavioral Decisions, connecting behavioral science research with practical applications.

