Terrance Holbrook

Led the collaborative development and release of a conversational AI chatbot on a healthcare mobile app, followed by concurrent releases to the secure web portal, SMS, and provider/broker market. The solution utilizes personalized data feeds, contextual recognition and intelligently transfers seamlessly to a live chat agent. The platform release included the services internal chat base tools, two different NLU’s, upgrading APIs across many data sources, SMS services and tools, and secure authentication methods.

The conversational AI platform is now a key player in cost reduction, user satisfaction, and a series of feedback methods for improving users' ability to self-serve for data and insight needs.

Developed the vision, architecture, implementation, scale-up, and planning for a truly paperless data collection system for production and manufacturing environments. The solution balanced quality systems and manufacturing systems while harmoniously collecting data from equipment, systems, and human elements. The new Mx solution drove information into a fully connected enterprise experience where data that has rarely been acted upon is now a robust and integral part of the enterprise environment. This new data merger between systems collectively provides a new environment of reporting, management, and control of product quality and customer satisfaction. The solution was the first to put the power of implementation into the client's hands through a patent-pending template builder and data collection builder while utilizing a patented installation and upgraded risk-based machine learning tool.

The data collection system also included a user-defined API system configurable to iPaaS systems or directed to other enterprise systems such as ERP, MRP, CRM, SCM, equipment systems, etc.

Designed, developed, and implemented an in-house solution for a large international corporation to solve a communication and production information void by defining user needs, service expectations, and information-gathering requirements to meet international regulations.

Implemented into a single division as a pilot test, successfully reduced information errors and cost and enabled analytics into the process, allowing for continual improvement projects to improve results and focus on the highest priority successfully.

Developed the researched strategy and user experience testing methods for the new cross-platform machine learning system. The system utilized correlations across the seven solutions and API integrations to other systems to identify and create analytics to drive executive and leadership daily decisions. The insights also provided a unique user experience based on the needs of the information and placement of processes within the organization. This provided a unique dashboard and daily interactions for users to help improve business process management and quality throughout the organization.

The insights planning utilized in-depth studies of users' daily information use, consumption, and disbursement to pinpoint the optimum points to interject process information and analytics to drive a lower rate of errors, non-conformances, and schedule interruptions.

With a goal to drive innovation, new processes, and faster delivery, I was assigned as the general manager and senior product manager over a new startup division. I led the new division and set out to build a new connected data information system and help define the new processes and development procedures for MasterControl's legacy labs division. A new Lean-Agile process was implemented with immediate and direct client involvement in the build process. This led to a continual loop of client feedback and delivery, promoting a steadily increasing velocity, a less than .001% defect rate, and high team morale.

A successful beta program and reference program led to adoption of the processes into a formal proposal. The Labs divisions successfully moved from a Waterfall environment with low client feedback to a high-velocity value-driven development process.

Developed and integrated the live chat marketplace for primary care physicians across digital integration, payments, billing, claims, legal, and compliance. Integration included an AI symptom checker tool used to narrow down to preserve the time with the physician and enhance user experience, storing member profiles, payment methods, and history, and integrating with SMS and device-level notifications.

As a startup company, Nutrix USA contracted me to design and implement a low-cost quality management system to satisfy both the ISO 13485 and FDA regulations. During the implementation, a successful document management system, training system, auditing, and quality events management system were implemented.

Later, I was again contacted to assist in the upgrade to a larger and more robust system which would now include a paperless manufacturing data collection system. I helped source, design, and implement the new solution sets successfully reducing errors, production and batch release time, and enabled analytics insights into their processes.

Worked with the FDA, international suppliers, and manufacturing experts to develop a lean manufacturing and information handling system, to enter into the medical device implantable market for Pedicle Parts manufacturing. Sourced materials, equipment and personnel while developing an electronic data management system for adherence to the FDA CFR’s and international standards.

Drafted contractual agreements for all suppliers, third-party processing, and client quality and services agreements.

Successfully launched the initial product line on-time, under budget, and up to the client’s expectations and specifications.

Worked with a 125-year-old company to upgrade a legacy CRM into an on-line order-based system. Developed pricing and discount model for frequent shoppers which increased loyalty and re-order by over 500%.

Crafted an automated pricing method based on market inputs, client patterns, internal direct costs, and suppliers’ contracts.

Led the procurement, partnership, and implementation of Agile PLM for an international ERP’s sister system. Collected supply chain, inventory, procurement, pricing, forecasting, development, scheduling, production, billing, and reporting requirements. Defined the MVP, and led the launch, scale-up, and expansion to Brazil, China, Germany, and Japan facilities.

A major international supplements manufacturer, distributor, and white label company converted a prototype warehouse robotics system into a new, fully autonomous, large-scale facility.

Self-developed robots, firmware, software, and intelligent belt systems.