Led end-to-end CX automation strategy including AI agent integration alongside chat and phone support rollout. Reduced time to resolution by 32%, tripled productivity, and lifted CSAT by nearly 5%.

AI Agent Integration: Deployed a 24/7 support agent that resolved 2,200+ tickets without human input.

Voice & Chat Channels: Launched Gorgias Voice + AI Chat for faster service.

Google Review Uplift: Tripled 5-star reviews; rating rose from 4.1 to 4.6 in 6 months.

Global Incident Management: Created a 24/7 framework for outages with quick detection, cross-functional response, and customer communications strategy to reduce harm to brand. Decreased speed to incident detection by over 50% and resolution time by 11% while increasing CSAT on incident tickets 30%

AI Trust & Safety Governance: Developed a DMCA-aligned framework for managing reports of AI-generated content infringement, working closely with Legal and Engineering to minimize organization risk with new product rollout.

Reimagining Success Metrics (Performance measurement improvements): Rolled out performance metric overhaul across CX Americas. Led change for 50+ people, improved productivity output in agents substantially (over 20%) while keeping eNPS >80.

Return to Office Program: Guided post-COVID office reintegration, improving collaboration, reducing onboarding time, and increasing eNPS by 8%.