At Verizon, I lead an enterprise automation and systems portfolio across porting, activation, credit, order, and service support. Workflow automation and system modernization have delivered eight-figure cumulative cost savings.
I championed agentic AI across IVR, chatbot, and voice bot channels, increasing deflection and reducing call-in rates. During a major system migration, I integrated AI-driven tools to streamline workflows and reduce customer onboarding friction.
I modernized RPA credit bots to API integrations, eliminating manual fallouts and delivering seven-figure savings. I also automated complex billing workflows to reduce manual dependencies and operating cost.
Earlier at Verizon, I produced operational reporting and behavioral analytics, automated dashboards, and led UAT and Tier I production support. I hold an MBA in Project Management, am PMP-certified, and am pursuing an Associate Degree in Artificial Intelligence.
