I create clarity from complexity. By investigating, mapping, and reframing challenges, I empower cross-functional teams to deeply collaborate, co-create, and move forward with shared vision.
Designed two customer journey maps to empower 10+ cross-functional teams to align around a shared source of truth grounded in the customer experience, identify key reactive signs of churn, and foster long-term systems thinking.
Reimagined FedEx's communication system to provide real-time visibility and intuitive updates for 15M+ packages a day during weather-related disruptions, reviving customer confidence and reducing costly service calls.
Built custom LLM, leveraging OpenAI Whisper to help 33 million Americans with limited English proficiency, tackle health literacy. Automatically records appointments, generates transcription, and translates medical jargon into everyday language to empower personal health management.