As a senior software engineer on the efficiency engineering team, I design and build software for the Communications business unit as well as maintain and support existing software for support operations. Currently, I'm part of a project team focused on developing software and systems using generative AI and ML capabilities.
As a software engineer at Twilio, I was involved with building impactful support operations software and had experience leading a team of engineers.
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Developed and released a support entitlements system, applying SLA and ticket routing attributes for tickets representing 16-18% of total monthly volume.
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Replaced a third-party chat system we were using for SendGrid with a custom-built experience, boosting chat support adoption for SendGrid users to 30% while maintaining a CSAT >4.
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Implemented chat transfer to product team functionality within our chat support system stack.
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Led a workstream team of engineers, collaborating with stakeholders to refine requirements, set sprint priorities, manage timelines and help unblock teammates.
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Contributed to a winning team in the 2020 annual internal hackathon.
As an Associate Software Engineer in a dynamic agile team at SendGrid, I played a key role in building and enhancing internal software for support and compliance operations.
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Helped design, develop and release an internal web application that improved defect and bug tracking for >$4M in MRR.
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Developed and released support help center UI improvements, such as specialized request forms that improved time-to-resolution for approximately 5% of monthly requests, as well as a callback request form that became a new support offering for paid customers.
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Collaborated with cross-functional teams to refine a compliance rules engine, bolstering automated account actions and flagging based on suspicious account behavior.
