Machine learning that measured and improved customer service

Foundever (formerly SYKES) · 2012 to 2023 · Global Executive Director, Software R&D

Problem. A global customer-service company needed to know what was happening on every call and screen, at scale, without adding supervisors.

What I did.

• Led the R&D behind the OneTeam platform and co-invented five US patents behind it.

• Built and ran a team of 30: senior and junior developers, DevOps engineers, product owners, and technical writers across eight countries: the US, Canada, the Philippines, Scotland, England, France, China, and India.

• Machine learning that labels customer interactions and predicts long or problem calls. Sentiment scoring on live call audio. Image recognition for workspace checks. A knowledge bot for agents.

• Security built in: agent login verified by hardware ID and location, and automatic masking of Social Security and account numbers in every event and recording.

• Ran product roadmaps and high-profile client rollouts, and modeled cloud costs across AWS and Azure.

Result. OneTeam ran for 50,000 agents worldwide. Five US patents granted between 2020 and 2025, and a platform that cut fraud and raised operational efficiency. Ten years leading software R&D for a global company.