Work
Every system, written the same way: the leak, the constraint, the system, the number, and what I would do differently.
In production
- Property title research, automatedThe legal team's thirteen-year ownership search across state registry portals, run by a system that knows every portal step by step.Hours per case to minutes
- Call analytics for collections and supportEvery call transcribed, scored and classified, so team leads coach from evidence, risky loans surface early, and conduct problems are caught the same day.100% of calls reviewed, not a sample
- Cloud cost intelligenceAn eight-figure annual infrastructure bill that nobody could attribute or forecast, turned into a savings engine with an owner for every resource.Seven-figure monthly saving
- Support dashboard and the knowledge base it producedWhere support requests come from, how long each one really takes and who was waiting on whom, read from the conversations themselves. Six months of that data became the platform's first documentation.Time to resolve, split by who was waiting
- Ticket and satisfaction analysis for customer serviceThe customer-service team drops in its ticket and satisfaction exports and gets a month-on-month analysis by channel, category and turnaround, with the findings written up, as a signed desktop application.Monthly analysis in minutes
- Access removal for people who leaveWhen someone leaves, the user-access team used to hunt through sheets and pivots to find every account they held. Now the leaver notice is parsed and every access is one list, with what is already removed and what still needs a hand.Every access, one list
- Engineering time, by process, person and estimateBuilt for the technology head, from the raw work logs in the ticketing system, to show where engineering time goes, by business process, team and person, and how estimates compare to what the work actually took.Estimate against actual, per team
Rolling out
- KYC document checks, on the deviceBlur detection, OCR, masking, watermarking, liveness and face match moved from paid vendor APIs to the customer's own phone, with face match on the company's own servers.Per-call cost to zero
- Document intelligence for lending paperworkOne pipeline that learns a new document type, classifies what arrives, extracts the fields operations needs, and says how confident it is about each one.Per-field confidence on every extraction
- Policy assistant inside the loan origination systemAn assistant that answers sales and credit staff from the right knowledge base, drafts the support ticket when a person is needed, and shows the policy team where training is failing.Tickets drafted, training gaps shown
- Underwriting assistant for the personal discussionA field agent interviews the customer; the system transcribes live, fills the hundred-question form section by section, flags the gaps, and runs the eligibility and policy checks.Section-by-section autofill