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.