• Led the development and operation of a generative conversational AI bot to support Gap Inc.’s global workforce of approximately 150k employees worldwide.

• Successfully evaluated 10+ AI/ML platforms and conducted proof of concept exercises to select the optimal solution.

• Achieved an 80%+ resolution rate on all interactions, ensuring a seamless employee support experience.

• Implemented a proactive conversational employee experience, resulting in 100% engagement and increased adoption rates.

• Reduced ticket volume by 80% for high-traffic inquiries, freeing up support agents for more critical tasks.

• Also responsible for managing core employee tools, optimizing support, and evaluating new solutions for enhanced productivity.

Joining Gap Inc. has been an incredible journey, and I’m proud to contribute to shaping innovative solutions for our diverse workforce.

Management of 6 - 9 off-shore engineers in 4+ countries.

Managed 10+ product launches in agile development environment.

Established multi-department processes to maximize efficiency, improve

release timelines, and streamline communication.

Defined & executed product roadmap linking goals, data analytics, and KPI’s

to product prioritization across verticals.

First technical product manager at Off the Grid. Conceptualized and grew

product team, including developing all internal product process, from

requirement gathering to value validation.

Created and launched Off the Grid’s proprietary internal software tools,

which currently has a reach of serving 11 thousand meals per day.

Analyzed the City of Austin’s municipal building portfolio and energy efficiency practices and created an Energy Use Intensity (EUI) Index for more than 200 City buildings, performed level-1 facility audits and conducted in-depth interviews with over 30 City employees who are key players in the City’s energy efficiency practices. This work helped gain alignment with the City’s Climate Protection Plan, which sets a goal of carbon neutral City operations by 2020.

As a result of this work, Heras has recommended four system-level energy efficiency strategies designed to improve the implementation process of energy efficiency projects for City-owned buildings:

• A robust Reporting and Communication strategy that tracks and reports building energy data;

• A Capital, Finance and Budget strategy that highlights Life Cycle Cost analysis and Net Present Value of energy efficiency projects;

• An Operation and Maintenance strategy that integrates stakeholder input and plans for ongoing training of building operators, and

• A proposed set of City-wide energy efficiency educational campaigns that would aim to reach all 12,000 City employees and promote more energy efficient behaviors.