Krystal Haddad
Orlando,FL
Summary
Automation & AI-focused Project Manager with 4+years of experience designing, implementing, and optimizing GenAI-powered customer support solutions at scale. Proven success building chatbot workflows, prompts, and agent assist tools; improving automation accuracy, deflection, and CSAT; and driving measurable revenue and efficiency gains. Deep experience partnering cross-functionality across Product, Engineering, Support, Analytics, and Finance to deliver AI solutions aligned to business outcomes.
Overview
14
14
years of professional experience
1
1
Certificate
Work History
PROJECT MANAGER, AUTOMATION & Ai
ASURION
Nashville, TN
07.2020 - Current
- Owned and optimized AI-driven chatbot and automation solutions supporting large-scale customer support operations across multiple enterprise clients.
- Designed and maintained chatbot conversation flows, intents, workflows, and prompt instructions for both customer-facing chatbots and internal agent assist tools.
- Led onboarding and implementation of AI automation for Chegg, Solo Stove, RBI, MANSCAPED, Princess Polly, driving automation revenue growth up to 58%.
- Increased Chegg’s chatbot automation ticket take rate from 50% to 70% by incorporating LLM-powered enhancements, improving accuracy and deflection.
- Acted as a strategic advisor to Product Support leadership on when and how to apply AI solutions to improve self-service, agent productivity, and customer experience.
- Built and enforced automation governance practices, including documentation, quality checks, performance monitoring, and ongoing optimization.
- Analyzed chatbot and automation performance using metrics such as deflection rate, CSAT, escalation rate, and contact rate, translating insights into tactical improvements.
- Delivered executive-facing presentations on AI strategy, integrations, and outcomes; recognized by CEO for leadership on enterprise automation initiatives.
Financial assistant
University of Central Florida
Orlando, FL
01.2018 - 05.2020
- Generated and analyzed financial reports using enterprise systems (PeopleSoft, InfoStar, ViewStar).
- Assisted in budgeting and reporting, optimizing processes to align with organizational goals.
- Collaborated with leadership to enhance operational processes and streamline documentation.
- Achieved promotion within 4 months by demonstrating strong analytical, operational, and cross-team execution skills.
Lead Certified Pharmacy technician
CVS Pharmacy
Orlando, FL
11.2011 - 12.2017
- Led frontline operations and supervised teams to enhance service delivery in high-volume, customer-facing environment.
- Gained deep understanding of customer experience and operational efficiency to inform service quality improvements.
- Supported onboarding and training to ensure compliance and adherence to processes in regulated environments.
Education
Bachelor of Applied Arts And Science - Business of Administration & Human Resources
Purdue University
Master of Business - International Business
University of Florida
Skills
- GenAI Chatbots & Agent Assist
- Prompt Design & Optimization
- Intent Training & Conversation Design
- LLM Feature Enablement
- Automation Governance & QA
- CSAT
- Deflection Rate
- Take Rate
- Experimentation & Optimization Frameworks
- Zendesk Explore
- Pivot Tables
- Data-driven Decision Making
- Help Center & Knowledge Management
- Zendesk (Admin-level workflows, triggers, views, reporting)
- Gorgias
- Salesforce
- Ticket Deflection & Contact Rate Reduction
- Cross-functional Leadership
- Agile Project Execution
- Stakeholder Communication
- Documentation
- Playbooks & Process Design
Certification
Section x Asurion ProfAI: AI Proficiency from Section
Timeline
PROJECT MANAGER, AUTOMATION & Ai
ASURION
07.2020 - Current
Financial assistant
University of Central Florida
01.2018 - 05.2020
Lead Certified Pharmacy technician
CVS Pharmacy
11.2011 - 12.2017
Bachelor of Applied Arts And Science - Business of Administration & Human Resources
Purdue University
Master of Business - International Business
University of Florida