Artificial Intelligence Powered Products

• Led the buildout of a Large Language Model (LLM) chatbot to facilitate post-disaster resource discovery (food banks, shelters, etc.). Implemented retrieval-augmented generation (RAG) utilizing a Feeding America food bank’s database, and agentic capabilities utilizing Copilot Studio & Dynamics 365. Minimized scope drift through stakeholder follow-ups, ensuring on-time launch in a resource-constrained setting.

Enterprise Products

• Led the turnaround of a call center software buildout, resulting in $2M implementation and $700M product sales. Established release rhythms & scope control, and successfully replaced legacy systems, leading to a 40% decrease in post-call handling times and a 10 point increase to the customer’s Net Promoter Score (NPS). Won award for exceptional impact, selected from a pool of ~300 candidates.

Data Analytics & Architecture

• Led cost containment initiative for 10+ state nutrition programs serving 1M beneficiaries/month. Directed a team of 10+ senior devs & designers to implement a pricing rules engine with stage-gated workflows on Databricks (10+ features / 100+ user stories). Authored 20+ reports to recoup overpayments, leading to reduced program costs by $8M/year. Drove discovery & alignment across 90+ stakeholders including state agencies, tribal agencies and vendors.

• Directed technical strategy and implementation for a US state government’s COVID-19 contact tracing web app (team of 10+ devs) for 1,500 contact tracers monitoring a population of ~8M residents.

• Co-authored a packaged vaccine registration & administration solution, and launched the site in 6 states.

• Shipped a return-to-work health attestation app in one 3 week sprint for a national supermarket chain.

• Built prototypes & demos for supply chain management apps that drove $10M implementation and $1M/year recurring revenue. Utilized rapid development tools (such as Power Apps) to demonstrate feasibility of Microsoft products for performing demand planning, shipment planning, and global capacity constraint optimization.

• Ran user research workshops & user acceptance testing for cross-functional teams in 5 countries, aligning executive-level stakeholders (VPs, directors, and managers) across supply chain, sales, master data, and IT departments. Discovered top needs and implemented feedback to improve customer satisfaction scores (CSAT) by +19 pts (from 62% to 81%) in a quarter.

• Guided customers through user acceptance testing (UAT) and 100+ end-to-end test scenarios, assuring quality. Served as an English-Spanish interpreter for the customer team.

• Launched an HR community site connecting 2000+ new hires with early-in-career mentors.