Verizon Wireless
Verizon is a global leader in telecommunications and technology, providing innovative solutions across wireless, broadband, and enterprise digital services. During my time at Verizon, I worked across enterprise B2B digital platforms, driving initiatives that enhanced customer experience, improved efficiency, and delivered measurable business value. I contributed to the redesign of Verizon’s B2B e-commerce platform, which improved satisfaction scores from 2.7 → 4.2 and supported $34M in new product revenue. I also supported release management processes that ensured 99.9% uptime and helped streamline operations across multiple business units. I recevied 3 SpotLight awards as recognition of the business impact I delivered. These experiences gave me the opportunity to lead cross-functional teams, manage complex stakeholder needs, and strengthen my expertise in both technical and product-driven problem solving. Most of my work is confidential but selected work details can be shared upon request or in personal calls.
Roles:
Verizon’s B2B customer service team was overwhelmed with millions of incoming client emails, leading to long turnaround times and delayed resolution of high-priority requests. Service representatives were bogged down by repetitive, low-complexity requests, leaving limited capacity for urgent or complex issues. This inefficiency hurt both the customer experience and the business, creating an urgent need for a scalable digital solution.
As the product lead, I collaborated with architects, UI/UX designers, engineers, and senior leaders to design an automated system powered by NLP and ML. The solution analyzed incoming emails, categorized request types, and generated personalized responses with self-service links, guiding customers to simplified, easy-to-navigate flows tailored to their needs. I developed wireframes, drove the product roadmap, and led a cross-functional team of 3–4 through the entire lifecycle from ideation to production launch. Despite the ambiguity of building a new model, I worked closely with stakeholders to align on scope, prioritize features, and ensure the solution enhanced but not replaced the customer experience.
The product delivered $3–4M in annual cost savings, reduced turnaround time by 25%, and brought more customers online through self-service. This freed up service representatives to focus on high-priority issues, improving both efficiency and customer satisfaction. For my leadership and contributions, I was awarded Spotlight recognition for innovation from Verizon’s CIO.
Reflection
This project sharpened my ability to lead in ambiguous, cross-functional environments and to leverage technology to solve customer pain points at scale. It reinforced my belief that automation, when designed with empathy, not only drives business efficiency but also elevates the customer experience.
Passionate about product management, creative design, and crafting seamless user experiences.