Product Management & Information System Architectural Design

I engineer scalable systems that empower AI in enterprises.

Specializing in CRM consolidation, automated resolution systems, and eliminating frictions.

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Featured Case Studies

Measurable Impact & Systems
Workspace Architecture Tier 1 & 2 Support

Customer Care Workspace Redesign

Unified 4 fragmented legacy databases into a consolidated dashboard, cutting context-switching and manual copy-pasting for 120+ active agents.

-28%
Average Handling Time
94%
Agent Adoption Rate
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Automation Engine Billing & Refunds

One-Click Refund & Dispute Engine

Engineered automated policy-verification rules directly within the ticketing queue, allowing agents to issue qualified credits safely without manual manager approvals.

400+
Hours Saved / Month
< 0.5%
Billing Error Rate
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Product Management & Operational Competencies

Discovery & UX

User Shadowing, Journey Mapping, Persona Design, Wireframing

Core Metrics

AHT Reduction, FCR, Escalation Rate, Agent CSAT, Adoption

Delivery

Scrum / Agile, Backlog Grooming, RICE Prioritization, PRDs

Tools & Data

Jira, Confluence, Figma, SQL, Mixpanel, Zendesk/Salesforce