At AMMD by Amy Myers, MD, I led customer-operations modernization across AI support, service performance, knowledge, and customer-facing platforms. I owned Ada’s post-launch optimization, configuring customer journeys, agent guidance, and handoff rules.
I established production testing and release governance with weekly conversation reviews, adversarial and regression tests, and required live-agent handoffs for adverse reactions and product-quality concerns. AI support sustained approximately 79% containment and 60% autonomous resolution, while live-agent ticket volume fell approximately 25%.
I also designed a Customer Intelligence model with 15 to 20 dashboards and automated 20 to 30 cross-functional tasks per month through Zapier. A phased Zendesk-to-Klaviyo Service migration generated $30K ROI in three months and $74K in annual operational savings.
Earlier at AMMD, I established a governed knowledge strategy and published approximately 200 customer education resources, reducing support demand approximately 20%. At Nordstrom / Nordstrom Rack, I led service and sales teams, improving digital service adoption and growing sales through forecasting, analytics, and customer-focused initiatives.
