At JPMorgan Chase & Co., I use financial-services operating data to identify performance risks and prioritize improvements in customer experience and efficiency. I partner across workforce, quality, compliance and technology functions to strengthen service consistency in a regulated banking environment.
At PSEG Long Island / The Resource Collaborative, I supported operational readiness for a $30M Genesys-to-NICE CXone modernization serving approximately 2,500 agents and users. I contributed to approximately $5M in savings, 30% better response performance, 20% lower AHT, 12% higher FCR and 95% service-level performance.
At MSC Industrial Supply Co., I led customer-care operations encompassing 200+ employees and delivered approximately 15% cost savings. Across my work in banking, telecommunications, utilities and outsourced delivery, I’ve focused on business planning, budget management, workforce readiness and service transformation.
