Lead UX strategy and technology design for a global contact center serving40M+ customers annually across 9 locations and 6,500+ frontline employees. Direct a cross-functional team of 15+; drove $100M+ savings opportunitythrough enterprise service experience redesign. • Inherited an undefined experience function with no playbook or precedent;ran discovery, defined the problem space, and built the UX framework,stakeholder alignment process, and measurement model from scratch. Nowthe standard operating model across 10+ global partnerships • Identified ~$20M annual revenue risk through user journey analysis andservice blueprinting across Korean Air and AF/KL partnerships; redesignedspecialist UI and simplified complex workflows; closed the gap with 2incidents since implementation • Designed and built a dedicated escalation model across 7 global partneraccounts, simplifying a fragmented process that reduced abandonmentfrom ~45% to ~7% and achieved first contact resolution in the low 90sacross ~15K monthly interactions • Lead end-to-end UX design for Delta’s conversational AI and agentic serviceplatform; co-lead cross-partner AI working group (AF/KL, Virgin Atlantic) oncontainment strategy, human-in-the-loop architecture, and loyaltyidentification • Apply the LUMA System and Mural daily to run discovery sessions, designworkshops, and stakeholder alignment across 15+ lines of business,translating user research into product decisions and experienceimprovements • Monitor experience health across partner portfolio using behavioral data andstakeholder feedback; build mitigation plans for at-risk relationships,reducing escalation volume 40%+ and sustaining executive-levelengagement

End-to-end product owner for Delta’s global in-flight beverage strategy — 242destinations, 52 countries, 6 continents. Managed annual roadmap and ~$135Mbudget across 10+ cross-functional teams. • Produced 4% YoY gross profit growth through product roadmapoptimization and industry trend analysis • Led COVID-19 product recovery strategy, simplifying service models andpivoting UX frameworks; contributed to 38.2% YoY C-SAT improvement • Built and launched a global digital enablement portal for 6,500+ frontlineusers, improving access to tools, training, and product resources whiledriving adoption of standardized practices

Developed and activated customer experience strategy across Delta Sky Clubluxury lounges — 52 locations globally. • Drove ~$3M in cost savings and 7.9% revenue growth YoY through a 9-month service experience redesign; increased CX scores 2% • Established the integrated UX design lens for guest-facing and employee-facing experiences that defines current organizational practice • Managed ~8 strategic service partners ($60M portfolio); led cross-functional RFP process driving contract optimization and experienceimprovements

• Managed ~$30M budget across 48 locations; sourced 30+ regional vendorsdriving ~16% product volume increase • Developed procurement systems and vendor standards adopted across thebroader account network, establishing repeatable frameworks at scale

Led operations and customer experience across the higher education sector;directed 7 managers across 10 operations with ~160 team members. • Delivered 52.9% revenue increase vs. previous provider in first year; grewrevenue 10% and EBIT 188% vs. plan • Managed $30M+ annual revenue across multiple accounts; recognized with5 fast-track promotions for consistent top performance

Bristol, TN

Knoxville, TN Minor: Business Administration