Experience

• 

  Accenture

  Jan 2016 - May 2023

  • Led project innovation effort to reduce return mail rates for thousands of monthly state Medicaid customers• Spearheaded collection of business requirements and devised functional designs for an enhanced web chat flow focused on efficiently obtaining up-to-date mailing addresses• Collaborated closely with offshore team to ensure timely delivery of conversational, Salesforce, and RPA components, managing deployment calls and offering comprehensive UAT support• Collaborated closely with client to identify monthly target population for initiating SMS campaigns; launched campaigns specifically targeting up to approximately 17,000 customers• Conducted analysis of campaign statistics to identify and implement metrics gathering and subsequent application enhancements aimed to increase user response and optimize campaign outcomes Show less • Managed application infrastructure and was subject matter expert for Accenture Virtual Assistant Platform (AVAP)• Developed chat bots using Node.js, React, Python, AWS, IBM Watson, and Robotic Process Automation (RPA), alongside an admin dashboard for stats and client maintenance• Delivered maintenance support for 6 front-end, 3 back-end, and 3 dashboard applications across 3 client projects• Trained chat bot conversations to increase response accuracy and consistency based on user feedback analysis• Onboarded and trained junior level resources by providing smooth knowledge transfer sessions• Led effort to upgrade all AVAP applications with retired platforms to meet company security standards Show less

  • Senior Business Analyst

    Jan 2022 - May 2023

  • Application Development Specialist

    Feb 2021 - Jan 2022

  • Application Development Senior Analyst

    Dec 2018 - Feb 2021

  • Application Development Analyst

    Dec 2016 - Dec 2018

  • Application Development Associate

    Jan 2016 - Dec 2016