At Verizon, I lead customer experience metrics, executive scorecards, and leadership narratives that align business units around customer priorities.
I've built Voice of Customer reporting, digital session analytics, and KPI governance frameworks across Medallia, Glassbox, ContentSquare, Qlik Sense, SQL, Python, and R. My work contributed to a 40% improvement in operational efficiency and strengthened consistent tracking across 25 KPIs.
I’ve also delivered Chat/NLP automation that reduced manual analytics and operational workload by 60%, while building reliable enterprise data feeds with 99.9% uptime. I translate customer friction, sentiment, and operational data into practical recommendations for senior leaders.
Across Verizon teams, I’ve led FTEs, vendors, PMO workstreams, and offshore knowledge transfers, including bringing four critical applications under end-to-end India ownership. I enjoy combining CX strategy, product delivery, and technology transformation to improve customer journeys at scale.
