10+ years leading platform transformation, CCaaS delivery, and applied AI programs across BFSI, BPO, and transportation — architecting the business case, building the solution, and proving the value after go-live.
I'm a Senior Business Analyst and Cloud Consultant based in the Chicago area, working across BFSI, BPO, and transportation clients to architect platform transformations, CCaaS deployments (Genesys Cloud CX, Amazon Connect, Twilio), and RPA automation — then staying through go-live to prove the business case was right.
My work is grounded in a simple discipline: define the metric before the project starts, build the solution with the people who'll actually use it, and measure the real outcome after launch — not just the projection. That pattern shows up across an $10M+ wealth management platform transformation, a 17-language AI customer service program, and roughly 15 production automation bots built end-to-end.
Outside client delivery, I stay hands-on with applied AI daily — building my own tools rather than just recommending them to others.
Every engagement below started with a defined target and ended with a measured result — not just a delivered project.
Barita needed to modernize its wealth and treasury management infrastructure across 11 distinct asset classes — with no unified requirements picture and a C-suite that needed a defensible investment case, not a vendor pitch.
Led an 11-BRD requirements program, mapping business rules and system behavior asset class by asset class, then built the financial model and business case from the ground up to support an $10M+ investment decision.
Recommendation presented and adopted at the C-suite level — the platform transformation moved forward on the strength of a business case built to withstand executive scrutiny.
Metrolinx needed to handle roughly 500,000 annual customer interactions across a linguistically diverse ridership, without ballooning live-agent headcount — and needed a proven, measurable self-service target going in.
Architected an AI-powered virtual agent spanning 17 languages, defining the self-service deflection KPI upfront — a 70% target — before any part of the platform was built.
Post-launch value-realization tracking confirmed the platform beat its own target — delivering measured savings, not just a projected one.
Manual, repetitive workflows across supply chain operations were absorbing staff hours that could be redirected to higher-value work — but only where automation was the right fix, not just the available one.
Mapped 12 core workflows into specifications the development team could build directly against, then built the resulting bots hands-on rather than handing off a spec and walking away.
Owned performance reporting and go-live sign-off across the full program, from first workflow map to production deployment.
Chronological, because the trajectory matters as much as any single engagement.
Leading platform transformation, CCaaS delivery, and applied AI programs across BFSI, BPO, and transportation clients — including Barita Investments, Metrolinx, Beacon Roofing Supply, Bayer, Banfield Pet Hospitals, McDonald's, RCN, Astound, and Ambit Energy. Built 100+ process maps and led requirements programs spanning 11 to 12 concurrent workstreams.
Analyzed vendor and product performance data across a B2B distribution and drop-shipping operation, partnering cross-functionally with sales, operations, and technology teams to streamline fulfillment and vendor onboarding workflows.
Practical proof that the AI fluency on this page isn't theoretical — skills built and applied directly.
Designed and built an AI-powered web platform end-to-end — full-stack development, hosting, and deployment — as hands-on practice shipping production AI tools.
A Python-based agent integrating the Adzuna API for sourcing and the Claude API for AI-driven fit scoring and orchestration — built to deepen hands-on fluency with agentic workflow design.
Open to Senior Business Analyst, AI Transformation Consultant, and Pre-Sales / Solutions roles — always happy to compare notes even outside an active search.