•Developed innovative features (mobile & web) from concept to launch. Led cross-functional teams of 7–10 members to deliver new mobile and web features: managed the product backlog, contributed to IT architecture definition, and coordinated project goals, launch, and continuous product improvement. •Implemented a scalable digital platform and 20+ conversational AI solutions (chatbots/voice bots), automating 20% of support volume. • Translated business requirements into structured product requirements (user stories, acceptance criteria, KPIs). •Prioritized and managed the product backlog based on business value, user impact, and technical feasibility. •Drove the design of technical solutions, APIs, and system integrations in close partnership with development teams. •Identified optimization opportunities by analyzing system architectures and dependencies, and implemented improvements to enhance performance and scalability.

•Maintained detailed records and lifecycle documentation of work requests, creating a knowledge base that improved team efficiency by 15%. •Mentored a team of 15 junior agents, resulting in a 15% faster resolution time for complex inquiries. •Analyzed recurring technical issues and collaborated with product managers to suggest and implement product upgrades, directly enhancing product reliability and user satisfaction. •Provided on-site technical support post-implementation, gathering immediate user feedback to relay to the product team for future iterations.

•Advised junior team members on handling complex customer inquiries. •Identified potential areas for improvement to enhance the customer experience. •Tested new software applications before deployment in the company's infrastructure, assisted customers in resolving technical issues such as software installation, hardware setup, and network connection problems.

Supported 5 non-native speaking students in 15-person classroom as volunteer language assistant, bridging communication gaps and enabling smoother lesson delivery