Builder of agent tools and self-service that scale I help large support organizations serve customers better—by equipping agents with great tools and empowering customers to self-serve. At Walmart, my products touch 20,000+ agents and tens of millions of contacts every year. I live where product, engineering, and operations meet.
I’ve led Walmart’s contact center platform across voice and digital, launching GenAI capabilities with partners like NICE to upgrade routing, interaction quality, and agent productivity—while expanding self-service and containment. I build roadmaps anchored in experimentation and cross-BU alignment to unlock measurable gains in efficiency and satisfaction.
Previously, I owned Knowledge Management and CMS for eCommerce, B2B, international, and Help Centers—delivering $1.8M annual ROI and cutting content authoring time by 50% through 0→1 tools (Odin, CAT). Earlier, I led CRM agent tools (CCA), driving automation and guided workflows for 20,000+ agents supporting 70M+ contacts. I also directed nationwide deployment of Walmart’s grocery pickup and delivery across 4,700+ stores, and before that, helped scale marketplace seller programs—foundations that inform my enterprise-scale product judgment.
