At Winnow, I configure and test Zendesk’s AI agent and redesigned the issue taxonomy across 80+ categories to improve root-cause analysis and reporting accuracy. I also own the Help Center that serves as the agent’s knowledge base, covering both its content and UI.
I’ve rolled out real-time AI voice translation for multilingual customer calls and am currently working on automating our proactive support processes aimed at catching issues before the client notices, thus reducing the risk of a client churning.
Previously, at Wolters Kluwer, I worked as a Business Analyst on projects involving a web-crawling engine and an LLM that enhanced records with client-specific summaries, saving up to 60% of the team’s time.
