I led the design of eBay's global customer experience (GCX) Self-assist and Agent-assist applications to be more efficient and user-friendly, aligning with long-term business goals and customer insights through a North Star design approach.

One of my key accomplishments was designing a Single Pane of Glass (SPOG) application for eBay's 24x7 customer support agents. This innovative tool incorporated Generative AI, aiding agents in swiftly and effortlessly resolving customer issues, thereby substantially reducing the average handle time (AHT). As a result of my designs, substantial operational savings and the work of eBay’s global customer agents were accelerated.