At Bank of America, I implemented a client contact management workflow tool in a proprietary collections and recovery application. The new functionality enabled higher client contact rates for agents and improved their experience.
At Wells Fargo, I acted as Product Owner for agile teams developing large language models to enhance complaint automation workflows. I partnered with data scientists to evaluate model outputs and prioritize roadmap investments, and led the integration of AI-based models and word recognition technologies.
Earlier at Bank of America, I managed the Mobile Downloadable Application and Enterprise Complaints programs, defining product strategy and roadmaps with budgets totaling $4M+. I also led UAT and test strategy for internal tools and platforms, and coordinated Salesforce release cycles.
