AI-enabled customer experience
Directed conversational AI, recommendation capabilities, service escalation paths, and human-centered digital experiences for large customer populations.
Resume Portfolio
AI, product strategy, service design, and creative systems leadership.
Career Impact
Enterprise credibility with hands-on consulting range.
My background connects strategy, technical execution, experience design, automation, and creative judgment. That range is especially useful when companies need AI to fit inside real operating models instead of sitting on top of them.
Product leadership at scale
Led discovery, roadmap ownership, funding narratives, stakeholder alignment, Agile delivery, technical requirements, and adoption planning across complex portfolios.
Service architecture and workflow design
Mapped end-to-end services, redesigned operating models, and built workflows that connect digital tools, human judgment, business rules, and measurable outcomes.
Creative and visual systems thinking
Brings visual communications, UI/UX, brand design, staging, web production, and design craft into technical transformation work.
Skill Portfolio
Skillsets organized around the problems companies actually need solved.
AI Strategy & Automation
- AI readiness and use case prioritization
- Human-AI workflow orchestration
- Conversational AI, chatbot, and voice experiences
- AI recommendation engines and personalization logic
- Power Platform automation and workflow intelligence
Product Strategy & Delivery
- 0-to-1 discovery, problem framing, prototypes, and launch planning
- Product roadmaps, backlog strategy, user stories, and acceptance criteria
- Funding narratives, ROI framing, prioritization, and executive alignment
- Agile delivery across engineering, product, business, and operations teams
Service Design & Research
- Service blueprinting, journey mapping, and experience architecture
- Generative and evaluative research, A/B testing, and continuous discovery
- Operating model design and multi-channel service systems
- Research-informed decision frameworks and customer feedback synthesis
Platform & Technical Fluency
- Salesforce CRM, Netcracker CPQ, Jira, Clarity, Asana, and Smartsheet
- Python, SQL, APIs, AWS, Azure, HTML5, CSS, and web production
- CRM/CPQ integration, platform modernization, and data flow translation
- Architecture tradeoff communication for business and technical leaders
Creative Experience Design
- UI/UX, Figma, prototyping, journey visuals, and visual communication
- Adobe Creative Suite, Canva, SketchUp Pro, brand identity, and web graphics
- Digital pattern creation, portfolio sites, landing pages, and marketing assets
- Interior design, staging, space planning, and client-facing experience strategy
Leadership & Consulting
- Director-level team leadership, mentorship, and player-coach delivery
- Cross-functional influence across sales, IT, marketing, operations, and engineering
- Vendor partnership, budget management, stakeholder alignment, and operating rhythm
- Consulting frameworks for discovery, scope, delivery planning, and post-project review
Career History
A career path that moves from engineering depth to product leadership to AI-enabled consulting.
2025–Present
The Fig & Dane LLC
Founder & Product / Experience Strategy Consultant. Built a consultancy model using discovery, service blueprinting, roadmap planning, client engagement systems, digital marketing assets, and performance feedback loops.
2025
Charter Communications / Spectrum Business
Senior Product Owner, Consultant. Led CPQ transformation work across Salesforce CRM and Netcracker CPQ, translating sales, pricing, operations, and product catalog needs into technical requirements and synchronized workflows.
2022–2024
Comcast Corporation
Director of Software Technologies, Technical Product Owner / Program Management. Led product and program management across a $9.3B commercial portfolio spanning business mobile, UI/UX platforms, cybersecurity products, sales systems, and enterprise planning.
2018–2022
Comcast Corporation
Director, Technical Product Management. Owned digital customer experience platforms serving 30M customers and 30K employees, including web applications, self-service tools, Xfinity Assistant, recommendation engines, and internal intake automation.
2015–2018
Comcast Corporation
Director of Quality Delivery. Reduced X1 On Demand error rates by 51% through discovery research, root cause analysis, customer feedback synthesis, and targeted engineering initiatives.
2008–2015
Comcast Corporation
Principal Engineer. Designed technical strategy and architecture for critical Video On Demand systems, including a multi-platform content ingest, transcode, and delivery system that reduced capacity and storage requirements by 28%.
Selected Outcomes
Proof points worth surfacing in client conversations.
- Comcast Business Mobile launch serving 500K+ users.
- Product strategy for platforms supporting 30M customers and 30K employees.
- Managed 200+ quarterly feature requests across enterprise product portfolios.
- Led CPQ transformation for Spectrum Business across Salesforce CRM and Netcracker CPQ.
- Reduced X1 On Demand error rates by 51% in nine months.
- Led architectural work that reduced VOD capacity and storage needs by 28%.
Credentials
Education, certifications, and patents.
B.A. Visual CommunicationsAmerican InterContinental University
AI For Business SpecializationWharton / University of Pennsylvania, 2024
Certified ScrumMasterScrum Alliance, 2024
Six Sigma Green Belt2017
Licensed Tennessee RealtorResidential buyer and seller strategy with staging expertise
4 US patents / applicationPersonalization, interactive media access, video start-over, and content delivery call management
Resume Meets Consulting Portfolio