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R&D Innovation Lab Manager (North America)-- manage R&D Innovation Lab Proof of Concepts, maintain the innovation lab pipeline, develop strategy, implement change management, design customer journeys, and lead test and learns. Develop innovative approaches to delivering legendary customer experiences through Artificial Intelligence (AI) and disruptive FinTech innovations.
Enterprise Secure Chat with Advanced Routing: secure chat within the contact centre and advanced digital conversation routing (Dec 2015 - Feb 2017) [Successful PoC deployed into production.]
AI-Enhanced Guided Conversations: AI-augmented agent desktop tools that help guide contact centre specialists through complex sales and advice conversations with contextual information, prompts, and predictive analytics. (April 2016 - July 2018)
AI-Enhance Routing and Orchestration: applying AI-derived sentiment, emotion detection, and customer intent (March 2017 - July 2018)
AI Compliance Monitoring: real-time analysis of voice recordings and live calls using Cognitive AI audio analysis (February 2017 - July 2018)
TD corporate group (U.S. and Canada) that leads the organization and employees through market disruption and best practices in Continuous Innovation Management and agility.
Created and managed the TD North American Contact Centre Innovation Roadmap (U.S. and Canada). Developed the continuous innovation delivery strategy to complete effectively, innovate, and deliver a legendary customer experience.
Save money and control budgets using Internet of Things (IoT) devices and data.
Product managed the delivery of TD's North American mobile banking products and services.
Product managed a mobile platform to extend video, voice, and messaging across multiple screens.
Product managed an innovative Android home screen replacement and media player.
Program managed Microsoft / MSN communication and cloud services in Canada.
AI and Machine Learning Projects (2016-2018)
Product Manager- Mobile Team (2013 -2016)