Greater Philadelphia
A seasoned, results-oriented leader with deep experience in leading AI, ML and Analytics teams to deliver positive business outcomes. Have an excellent execution history in building smart, Generative AI-powered chat bots to optimize Contact Center operations. A strong track record of inclusive leadership creating a dynamic, collaborative team environment. Expertise in Generative AI and accelerated Cloud computing technologies. Pioneered innovative strategies to enhance self-service capabilities, resulting in improved customer experience (CX). Key Accomplishments: - Worked with cutting-edge technology partners, such as Google, NVIDIA and Open AI, to fine-tune LLMs using SFT and RLHF to improve containment rate in Xfinity Assistant at Comcast - Led a team of ML Researchers and Engineers to deploy a Reinforcement Learning model to maximize margins for the Comcast Wholesale Voice business improving profitability by 30% (~$500k /year additional Margin and $1M /year additional Revenue) - At JP Morgan Chase, deployed ML models to deliver ~$3 million in Net Credit Losses annually for Collections
Lead a team focused on applying Gen AI and Agentic AI frameworks and Data transformation within Lincoln Financial.
Develop the roadmap and strategic vision for the Infrastructure and Data Platform for VLM/VLA powered AI modeling for all three Robots and Orbit AIVI teams. Lead a team of Machine Learning Engineers to provision & manage the GPU clusters for all RL/ML training workloads using the latest NVIDIA H100, GH200, B200 and L40S/RTX6000s. Manage the centralized Data Platform team for all of BD's Machine Learning pipelines and a SOTA annotation tool using SAM3, Co-tracker, YOLO and Foundation Models to increase the velocity of annotations.
Lead a 30+ global team of ML Researchers and ML Engineers in deploying Generative AI powered solutions in the Xfinity Assistant, IVR and Xfinity App. This game changing technology is the corner stone of our strategy to improve business metrics via the MOSAIC program. Leading the efforts to transform CX using SOTA solutions from Google, Open AI Azure and AWS.
Led a team of Machine Learning Researchers and ML Ops Engineers in Applied AI and Discovery, focused on the AIQ platform, aiming to improve customer experience. We develop innovative solutions using ML modeling, RL based Recommendation and Personalization solutions, NLP/NLU and the latest Generative AI technology to enable customer self-service via the Xfinity Assistant and Xfinity App.
Led a team of Data Scientist Associates and VPs to solve some of the most interesting AI and Machine Learning problems in the Financial Services industry. Extensively used a distributed computing architecture (Hadoop, HIVE) to handle Big Data and run ML models, expertly wrangle data with tools like Trifacta and utilize cutting edge solutions in Speech To Text, NLP and Deep Learning. Led several innovation projects to enhance specialist performance with a view to improving the customer's experience.
Used Omni channel VoC, machine learning and text analytics to drive systemic customer issues to resolution. Established the ROI for CX programs by tying improvements in CX to business benefits. Managed the customer experience at both the Relationship and Transactional level for all three Tier 2 P&L's: Onshore Wind, Offshore Wind and Hydro. Identified the most effective ways to communicate with customers and eliminated customer pain points.