At Wells Fargo, I built and led the enterprise Workforce Optimization product function supporting 40,000+ internal users across approximately 30 contact centers and business lines. I set portfolio strategy and established governance for products covering workforce management, quality, recording and transcription, and performance management.
I built a 15-person product team and partnered with engineering, user acceptance testing, business teams, and vendors. I led the program’s first major cloud migration, affecting approximately 2,000 agents and support staff, and launched workforce management capabilities for 700+ back-office employees.
At Coloplast, I led a patient support program serving 60,000+ consumers annually and served as North American product owner for patient-support Salesforce workflows. A clinician engagement pilot increased patient enrollment 79%, with targeted outreach outside the pilot delivering a further 75% lift.
At Hennepin Healthcare System, MNsure, Target Corporation, and Three Deep Marketing, I worked across patient access, contact center operations, service transformation, and Salesforce administration. I also provide part-time subject matter expertise to an artificial intelligence company through Independent Consulting.
