Overview

I've dedicated my career to transforming operational bottlenecks into gateways for growth—always with a keen eye on maximizing the customer experience (CX). My passion for AI, ML, and process automation has consistently delivered faster resolutions, deeper insights, and measurable cost savings across BPO, healthcare RCM, and large-scale contact centers.

Why It All Revolves Around CX

Every solution I design—whether it’s advanced generative content or robust predictive analytics—fuses seamlessly with core CX principles: speed, empathy, and customer satisfaction. My approach harmonizes workflow acceleration with people-first innovation, ensuring that every touchpoint resonates with quality and efficiency.

Large-Scale Operational Transformations

By implementing AI-based workflows, I’ve turned complexity into efficiency. Key performance boosts include:

• Deployed MindMeld AI solutions generating $8M–$12M in annual savings per engagement.
• Scaled operations from 50 to 200+ agents while maintaining 90%+ CSAT under heavy demand surges.

Creative Content & Prompt Engineering

I merge brand consistency with minimal iterative overhead to generate creative content:

• Maintained ~95% token accuracy for creative outputs.
• Reduced manual iterations in text-to-video pipelines by ~60% achieving ~300ms cycle times.

Sentiment Analysis & Resource Optimization

My sentiment platforms and Apple Silicon-based LLM engines deliver real-time, efficient analysis:

• Handled documents up to 100MB and video frames at ~300ms latency.
• Optimized GPU and memory usage for near-instant analytics.

Recruitment & HR Analytics

Implementing predictive hiring trackers and workforce analytics empowers proactive recruitment and retention:

• Job screening with sub-100ms overhead saves ~$1,500 per agent annually.
• Accent neutralization reduces AHT by 8–12%, saving additional training costs.

Healthcare Denial Prediction & RCM

Leveraging AI to secure revenue and reduce manual tasks in healthcare:

• Secured $150K+ monthly in reimbursements with a ~4.8-month payback.
• Ensured full HIPAA, SOC 2, and GDPR compliance while optimizing costs.

Contact Center Optimization & CX Metrics

My contact center solutions combine real-time dashboards with strategic AI to enhance customer interactions:

• AHT reduced by 23% and customer retention improved by ~15%.
• Achieved a 70% increase in referral-to-appointment conversions.

Strategic Advantage & Custom In-House Models

By tailoring AI models, I consistently deliver a performance edge:

• Customized solutions adhering to HIPAA, PCI, and SOC 2 requirements without compromising ROI.

Leadership & Collaboration

My cross-functional leadership merges data-driven insights with human empathy:

• Collaborated seamlessly with Finance, Product, and IT, integrating payment platforms and ticketing systems.
• Developed real-time KPI dashboards (Power BI, SQL) that increased performance by 25%.

Skills & Certifications

My professional journey is bolstered by a wide range of certifications validating my expertise:

Professional Recommendations