Featured Engagement - Exelon

At Exelon, I worked on the Start, Stop & Move platform responsible for residential utility-service changes. Working within a large, globally distributed team taught me to approach development as much through discovery and collaboration as implementation—working directly with developers, product stakeholders, business teams, and users to understand the problems behind the requirements.

I identified and helped address systemic failures in customer-to-service address matching, combining data remediation with request-level retry and pattern matching to achieve an approximately 25% improvement in successful matching and reduce related call-center activity.

I also independently developed a proof of concept using SignalR and Azure Cosmos DB to capture and visualize a customer's active web-session context, giving call-center representatives visibility into what the customer had experienced before contacting support. The concept progressed from prototype to presentations with technical leadership and senior business stakeholders.

The engagement shaped an important part of how I work today: understand the problem broadly, engage the people closest to it, and use technology to solve the underlying problem—not simply the ticket in front of you.