At Expertflow, I lead delivery of a multi-channel CX platform implementation for a Tier-1 telecommunications operator, coordinating six digital channels, chatbot/NLU, mobile integration, and Cisco UCCX through UAT, production deployment, and stabilization.
I also manage enterprise banking migrations and security remediation, coordinating requirements, technical feasibility, QA, UAT, and production deployment. For customer Change Requests, I take work from clarification and scope definition through estimation, development, testing, and deployment.
Before becoming Project Manager, I managed enterprise incident operations at Expertflow, handling more than 100 support tickets per reporting period via OTRS while sustaining approximately 93% SLA compliance. I introduced structured service reporting and initiated a self-service knowledge base.
