Products
A collection of my work promoting innovation and user experience.
Agent X Console
New Product Development & Innovation- Total savings FY26 Forecast of $7.1M
- Average Handling Time (AHT) Savings: 1.5 minutes over two years
- Effective Usage: 84% (16% YoY growth)
- Call Driver Coverage: Increased from 90% to 95%
- Agent CSAT Improvement: 12.5% YoY
- Repeat Dispatch Reduction (RDR): 9% YoY improvement
TechDirect
Commercial and Managed Experiences- 67K Companies enrolled
- 202K User accounts
- 6K Channel partners enrolled
- 729K Technical support requests annually
- 1.28M dispatches per year
- $5.4M CSG, $1.17M ISG, $2.5M automation savings
Management Portal
Device Management- Product Engagement Score (PES) of 61.7 (Industry avg: 42)
- 8500 unique account visits (~6M devices)
- Monthly Active Accounts (MAA): 2,051
- Unique Visitors (180 days): 12.9K
- BIOS configuration median time: 13 minutes
- Self-resolution shift: Unassisted WO rose to 30%
FitFuel
AI and UX (AX)- AI as a collaborator/enabler
- Adaptive AI Personalization
- AI-driven microcopy
- AI integration workflows
- AI driven journeys
- AI assisted wireframes and prototypes
- AI assisted research, personas and usability testing