At US Mobile, I authored 44 production procedures for Zendesk AI agent assist and launched email drafting that covered 6,000+ emails a month within two weeks. I also redesigned troubleshooting drafts as stepwise diagnostic paths and introduced live QA; the first audit found 59 defects, addressed in one coordinated release.
I reworked Smart Reply’s production system prompt and helped scale it from a 30-agent pilot to all 300+ agents, working with NYC engineering on model choice and caching. I built deterministic decision-tree skills in Nest Skill Studio, led a 24/7 support floor, and handed the AI program to three team leads with reusable skills, test sets, and changelogs.
