Chat Personalization Tool
Improved answer rate at ADP by
30%
Product Portfolio
Product Management Leader
Building AI, customer intelligence, contact-center, and data products that turn complex business problems into measurable customer and financial outcomes.
Product leadership across enterprise AI, customer intelligence,
contact-center modernization, search, recommendations, and data
platforms.
Measurable Impact
Products that moved the numbers.
The through-line across my work is straightforward: identify a meaningful customer or business problem, build the right product, and measure whether it actually changed the outcome.
Customer Intelligence Platform
Helped drive NPS improvement at Blue Cross Blue Shield by
60 pts
Glass Claims IVR
Reduced annual contact-center costs at GEICO by
$1.5M+
Product Recommendation Platform
Generated attributed product recommendation revenue of
$80M+
Semantic Search
Reduced no-result searches for a Kyneticx client by
50%
Selected Product Work
Products, not job descriptions.
ADP
ADP Assist + Chat Personalization
Helped modernize ADP's conversational AI ecosystem by supporting migration from IBM Watson to a homegrown AI platform, then built a client-facing personalization capability that uses uploaded documents to extract and manage questions and answers.
Blue Cross Blue Shield
AI Customer Intelligence Platform
Built an AI-enabled product portfolio spanning an internal insights chatbot, semantic search, voice-to-text analytics, and closed-loop case management to help teams understand customer sentiment and act on low-scoring experiences.
GEICO
Glass Claims IVR Modernization
Replaced a legacy Glass Claims IVR with a modernized self-service experience designed to deflect calls, improve the customer journey, and reduce contact-center operating costs.
Kyneticx
Product Recommendations
Built a recommendation platform for client engagements and developed analytics to understand the commercial value created by recommendations across the customer journey.
Blue Cross Blue Shield
Voice-to-Text Customer Insights
Built AI-enabled transcription capabilities that converted customer interactions into text and transformed those transcripts into actionable customer-experience insights.
Blue Cross Blue Shield
Closed-Loop Case Management
Built a case management platform that helped operational teams follow up with members who submitted low survey scores and supported a more systematic closed-loop customer experience.
Kyneticx
Semantic Search
Implemented semantic content-search capabilities that improved discovery and reduced the percentage of customer searches that returned no results.
Kyneticx
Analytics & Data Platform Modernization
Helped clients migrate analytics from Power BI to Tableau, created a Monday CRM-to-Google Cloud Platform data pipeline, and shaped broader analytics strategy for client organizations.
Product Capabilities
What I know how to build.
AI & Conversational Products
- Conversational AI
- Chat personalization
- AI insights chatbots
- Transcript synthesis
Customer Intelligence
- Voice of Customer analytics
- NPS / FCR insights
- Semantic search
- Voice-to-text analytics
Contact Center
- IVR modernization
- Call deflection
- Sprinklr integrations
- Qualtrics integrations
Data & Discovery
- Product recommendations
- Analytics modernization
- Cloud data pipelines
- Tableau / Databricks
Career Progression
From data platforms to enterprise AI leadership.
The products changed over time, but the progression has been consistent: broader product scope, larger business outcomes, and increasing responsibility for enterprise platforms and AI.
2024 — 2026
ADP
Enterprise AI, ADP Assist, personalization, chatbot analytics,
Databricks, and AI platform modernization.
2017 — 2024
Blue Cross Blue Shield
AI customer intelligence, semantic search, voice-to-text,
closed-loop case management, and Voice of Customer analytics.
2013 — 2017
GEICO
Contact-center technology, Glass Claims IVR modernization,
call deflection, and customer-experience integrations.
2012 — 2013
Kyneticx
Product recommendations, semantic search, analytics strategy,
Tableau modernization, and cloud data pipelines.
Education
Education & Product Leadership.
Bachelor’s Degree, IT
Rutgers University
October 2013
Product Leader
Product School
September 2026