Impact, backed by evidence

Built the strategy and execution roadmap to reduce counterfeit and unauthorized marketplace leakage by tightening identity, authenticity signals, and detection. Designed the delivery roadmap so impact shows up in brand trust, takedown speed, and revenue protected.

Converted a fragmented budgeting and forecasting process into a governed planning app with auditability by consolidating hundreds of disconnected files into one controlled planning process with measurable speed and accuracy gains.

Reduced incidents and service demand by automating high-volume workflows and tightening governance.

Shipped an AI recommendations system that replaced generic journeys with ranked, personalized content and offers. Delivered measurable lift through controlled experiments and continuous tuning.

Co-built the ERP and EAM modernization business case, supported vendor and SI partner selection, and defined the implementation and operating model plan to modernize core operations with controlled execution, clear ownership, and measurable efficiency gains, delivered with PwC partnership.

Modernized service operations by redesigning Zendesk end-to-end and deploying an AI self-service chatbot that deflected repetitive demand, standardized answers, and improved resolution speed. Result was meaningful capacity released, lower cost-to-serve, and a measurable CX lift.

Upgraded the loyalty platform and introduced orchestration middleware to remove integration fragility, cut latency, and standardize journeys across 350+ brands and 100+ physical stores. Result was faster APIs, fewer incidents, and partner onboarding that scaled without rework.

Modernized customer notifications by replacing high-cost SMS with orchestrated WhatsApp and in-app push, improving deliverability and reach while enforcing consistent journey rules and tracking end-to-end performance.

Consolidated operational and maintenance data across 92 utility plants into a single data warehouse and command center, then deployed predictive analysis to detect asset failure risk early. Result was less overtime, fewer reactive interventions, stronger asset health visibility, and lower operational cost, delivered with Siemens partnership.

Built a CDP that unified customer identity and events across channels, then activated real-time segments into journeys. Result was higher conversion, less wasted spend, and faster campaign execution with trusted data and consent controls.

Reduced loyalty points leakage by detecting misuse patterns early, scoring risk near real time, and operationalizing a standard triage and investigation workflow with clear actions and audit trails.

Reduced privilege sprawl and improved compliance by deploying IAM and PAM, enforcing role-based least privilege, and automating access approvals with audit-ready evidence and continuous recertification.

Built and operationalized a full GRC policy foundation to enable enterprise trust, reduce regulatory risk, and standardize security, privacy, and AI governance with ownership and evidence readiness.

Modernized a heavily customized, fragmented CRM into a standardized Salesforce operating model across service and digital channels. Delivered a single customer record, faster agent handling, consistent case journeys, and a scalable foundation for personalization and AI-enabled service.