Sample Projects

AI-Powered Customer Support Transformation at Walmart

The Challenge

When I became PM of the Knowledge Base product Customer Care team, Walmart's customer support was struggling with an outdated self-service infrastructure. Customers couldn't find answers in the existing FAQ system, leading to overwhelming agent workload and frustration on both sides.

The numbers told a clear story:

40–60% of tickets handled in Enterprise Customer Relationship Management (CRM) were repetitive questions about product support, order status and returns
Only 20–30% of customers could successfully self-serve via Help Center and Conversational mediums
Agents wasted 30–40% of their time hunting through fragmented documentation in Agent Knowledgebase

My Approach

I partnered with cross-functional product peers on the strategy, design and implementation to enhance our CMS into an AI-first Content Management ecosystem (CMS) that addressed both customer and agent pain points:

1.Customer-Facing Chatbot

Collaborated with Self-service product team to build Walmart’s Generative AI chatbot powered by RAG (Retrieval-Augmented Generation) that understands natural language queries and provides accurate answers via content housed in Raven Content Management System (CMS) with source citations—transforming how customers get help.

2. Intelligent Help Center

Collaborated with HelpCenter product team to enhance the Help Center portal with semantic search and contextual
recommendations for content housed in Raven Content Management System (CMS), making information actually discoverable.

3. Agent-Assist KB Platform

Created an AI-powered support tool leveraging semantic search to deliver real-time answers and SOP documentation, enabling agents to resolve issues faster with increased confidence.

The Impact

$1.8M in annual cost savings through ticket deflection and efficiency gains
20%+ reduction in contact volume as self-service became genuinely effective
10% improvement in agent resolution time with AI-powered support
Measurably improved CSAT scores and agent satisfaction—reducing burnout while scaling support capacity

This project demonstrated how thoughtfully designed AI can simultaneously improve customer experience, operational efficiency, and employee wellbeing.

Omnichannel Contact Center Modernization at Walmart

The Challenge

Walmart's support operations handle millions of interactions annually across Sam's Club, People Services, and customer care—but were hamstrung by fragmented legacy systems. Each business unit operated in silos with disconnected voice and digital channels, resulting in:

Inconsistent routing that increased customer wait times
Agent frustration from juggling 5+ disconnected tools per interaction
Rising operational costs from inefficient workflows and platform redundancies

My Approach

I owned the end-to-end product roadmap and execution for migrating to NICE InContact, unifying Walmart's contact center infrastructure across multiple business units and channels while introducing AI-powered capabilities.

Platform Integration & Migration

Led the strategic planning and phased rollout of NICE InContact MPower across 20,000+ agent seats, coordinating across vendors, engineering teams, and operations leaders. Delivered on-time migration with zero downtime across all business units.

AI-Powered Optimization

Integrated Generative AI capabilities that transformed contact center performance:

Intelligent routing engine that improved first-call resolution by analyzing customer intent, history, and agent expertise
Real-time interaction quality analysis providing instant feedback and reducing QA review time by 40%
AI-enhanced self-service that deflected 15–20% of inbound volume before reaching live agents

Agent-Centric Design

Partnered with operations teams to consolidate 5+ legacy tools into a unified interface, reducing average handle time and providing contextual AI suggestions that improved agent confidence and accuracy.

The Impact

25% reduction in average handle time through streamlined workflows and AI-assisted guidance
30% improvement in first-call resolution via intelligent routing and agent tools
15–20% deflection of routine inquiries through enhanced self-service capabilities
$3M+ in annual operational savings from platform consolidation and efficiency gains
Improved agent retention with 18% increase in internal satisfaction scores—reducing training costs and maintaining institutional knowledge
Unified infrastructure now serving 20,000+ agents across multiple business units with consistent experiences

This transformation demonstrated that enterprise-scale modernization is achievable when you prioritize both customer outcomes and employee experience—turning legacy constraints into competitive advantages.

Raven CMS: Building Walmart's Enterprise Knowledge Platform from the Ground Up

The Challenge

Walmart's expanding digital ecosystem—spanning eCommerce, B2B partnerships, international markets (Mexico and Canada), and Supplier Centers—lacked a unified knowledge management system. Content was siloed, inconsistent, and slow to update, creating bottlenecks for teams trying to serve customers across diverse touch points and geographies.

My Approach

I led the 0→1 strategy, design and launch of Raven 2.0, Walmart's enterprise-grade content management platform built to scale globally and support complex, multi-channel knowledge needs.

Strategic Foundation

Conducted discovery across business units to understand unique content workflows, localization requirements, and pain points—then designed a flexible architecture that could adapt to Walmart's evolving needs.

Next-Generation Authoring Tools

Developed Odin (Content Authoring Tool) and CAT (Content Administration Tool)—intuitive interfaces to create, organize, publish content independently and manage user administration intuitively.

Cross-Functional Execution

Partnered closely with engineering, UX, and business stakeholders to build intelligent workflows resulting in 50% faster authoring cycles.

The Impact

Unified content operations across eCommerce, B2B, international markets, and supplier networks
50% reduction in content creation time through streamlined workflows and smarter tooling for critical deliverables
Increased organizational agility for updating customer-facing help content in real-time by incorporating write once apply
anywhere functionality
Reduced the number of tools needed down from 8 to 3 to reduce complexity and expedite delivery

Raven 2.0 became the foundational infrastructure for Walmart's knowledge operations, proving that thoughtful design and technical collaboration can transform enterprise workflows at scale.

Nationwide Fulfillment Infrastructure Deployment: Scaling Walmart's Pickup & Delivery

The Challenge

Walmart needed to rapidly scale its grocery pickup and delivery services across its entire U.S. footprint—4,700+ stores—to compete in the accelerating online grocery market. The challenge wasn't just technical; it required coordinating massive operational readiness across diverse store formats, local regulations, real estate constraints, and last mile logistics—all while maintaining business continuity.

My Approach

I directed the end-to-end deployment strategy and execution for rolling out fulfillment infrastructure at scale, transforming Walmart's physical stores into a nationwide omnichannel network.

Scalable Deployment Framework

Built comprehensive implementation playbooks that standardized processes across store formats, regional variations, and operational complexities. These frameworks reduced deployment time by 30% while ensuring consistency and compliance across all locations.

Cross-Functional Orchestration

Led coordination across real estate teams (store readiness , store operations (training), last-mile logistics (back-end configuration), and engineering teams (technology rollout and testing). Established governance structures that kept 4,700+ parallel workstreams aligned and on schedule.

Operational Readiness at Scale

Developed training programs, compliance checklists, and readiness criteria that empowered local teams to execute independently while maintaining quality standards. Created feedback loops that captured learnings from early deployments and continuously refined the playbook.

The Impact

4,700+ stores enabled for online grocery pickup and delivery across the U.S.
30% faster implementation cycles through standardized playbooks and streamlined processes
Nationwide fulfillment network, positioning Walmart to compete effectively in online grocery
Operational compliance maintained across diverse regulatory environments and store configurations
Foundation established for Walmart's omnichannel leadership—enabling billions in online grocery sales and setting the stage for future innovations like Express Delivery and InHome

This project proved that with the right framework and cross-functional alignment, you can execute enterprise-scale transformation across thousands of locations while maintaining speed, quality, and operational excellence.

Core Skills

Domain Expertise: Enterprise Customer Service Platforms, Knowledge Management Systems, Contact Center Solutions, Agent CRM Tools

Strengths: Product Management • Cross-functional Team Leadership • Offshore Resource Management • Operational Efficiency • Training & Development • Product Vision & Strategy • Stakeholder Alignment • Data-Driven Decision Making • AI/Automation • Global Scale Rollouts

Tools: JIRA, Confluence, Figma, SQL, Tableau, ServiceNow, ChatGPT, Canva, MS Co-Pilot, Airtable, Google Analytics, SalesForce CRM, Oracle CRM

Professional Experience

Product Manager – Omnichannel Contact Centers | Walmart
I led the strategy and execution for Walmart’s omnichannel (voice and digital) contact center platforms, introducing GenAI-powered capabilities with NICE InContact that improved routing, agent productivity, and self-service. This work supported diverse business units like Sam’s Club and People Services, delivering measurable improvements in both customer and agent experience.

Product Manager – Knowledgebase CMS & Internal Platforms | Walmart
I drove the product lifecycle for Walmart’s enterprise CMS and launched next-gen platforms that cut content authoring time in half. By aligning stakeholders and partnering with engineering, UX, and data, I delivered $1.8M in annual ROI while improving agent experience, CSAT, and reducing burnout from repetitive tasks.

Product Manager – Customer Care Agent Tools | Walmart
I launched automation and workflow improvements that reduced handling time for 70M+ annual contacts by 20% across a 20K+ agent workforce. By building KPI dashboards and integrating feedback loops, I created a more efficient and engaging environment for agents.

Deployment Project Manager – Online Pickup & Delivery | Walmart
I directed the deployment of grocery pickup and delivery infrastructure across 4,700+ stores, building scalable playbooks that cut implementation time by 30%. This role required cross-functional execution with real estate, engineering, ops, and last mile teams, enabling Walmart to scale a nationwide offering.

Program Manager – Marketplace Partner Integration | Walmart
I optimized seller onboarding and integration, improving time-to-market and partner satisfaction. By translating seller insights into product requirements and building KPIs to track adoption, I strengthened engagement and shaped the tooling roadmap.

Associate Program Manager – Marketplace Onboarding | Walmart
I streamlined seller onboarding, reducing time-to-launch from 7 to 3 days. I also built dashboards to track funnel health, ensuring scalability and operational visibility as Walmart’s marketplace expanded.

Seller Support Analyst – Marketplace Operations | Sears Holdings
I managed a support team resolving marketplace seller cases, cutting escalations by 40% through better processes and documentation. I also trained global teams and partnered with internal stakeholders to drive systemic process improvements.

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Sample Projects