Kevin Crawford

At Westgate Resorts, I built and deployed a Copilot Studio resort knowledge assistant department-wide across 21 resorts, replacing manual lookups and improving response consistency.

I identified a production AI tool-parameter issue and implemented request-versus-response validation. I also designed a three-agent operational audit prototype and the AI Knowledge Base Readiness framework across 30+ business domains.

At Westgate, I authored AI governance guidance covering authoritative-source checks, two-stage QA, traceability and human oversight. I also lead discovery for a customer-service platform replacement, documenting workflows and requirements across seven case families.

Previously, as a Product Analyst at Westgate Resorts, I coordinated platform enhancements, releases and API integrations. At Loews Hotels & Co, I redesigned ServiceNow workflows, reducing ticket resolution time by 35%; at Cerner Corporation, I coordinated application deployments whose workflow and documentation improvements reduced delivery time by 13%.