▪ Served as 1 of 3 senior leaders for Customer Service (CS) department (300+ staff, 1500+ outsourced)
• Managed a team of 11 data analysts, software engineers, and researchers
• Shaped multi-year strategy that reduced CS cost from 7% to < 1% of revenue over 6 years
• Owned roadmap and delivery of 50+ data and 7 technology products to increase efficiency, decrease cost, and improve customer engagement
▪ Oversaw data and analytics efforts that saved >$70 MM in annually recurring costs
▪ Supported change management to OKR framework by developing processes and infusing data
▪ Amplified customer feedback from Audible Plus global rollout to senior leaders across the company
▪ Presented customer experience insights to C-suite

▪ Led team of 11 and build out of 3 functions, supporting Global Customer Service Operations
▪ Spearheaded overhaul of Customer Service (CS) measurement framework into a balanced scorecard
▪ Collaborated with Data Science to evaluate incremental customer Lifetime Value of CS interactions
▪ Conceived and oversaw development of a "Next Best Action" platform for CS
▪ Pioneered "Intelligent Routing" technology to personalize contacts and optimize costs
▪ Built a "Voice of the Customer" program serving 400+ across Product, Engineering, Marketing, and more
▪ Oversaw migration and adoption of Tableau and AWS QuickSight, and build out of 100+ dashboards

▪ Managed $2.7 MM of revenue across 3 workstreams and owned senior client relationships
▪ Led project teams of 3-10 to assist small and large financial clients with data problems
▪ Defined and negotiated project scope, timeline, deliverables, and pricing with clients
▪ Prepared presentations for Chief Risk Officer
▪ Client Projects: operational risk management, risk data aggregation, data modeling, org. transformation
▪ Internal Efforts: 100+ interviews, 25 sales proposals, led 12 trainings, managed summer intern program

▪ Executed projects for financial services clients by applying expertise in risk, data analytics, data visualization, and executive communication.
▪ Client Projects: vendor management, financial disclosure creation, trade record reconciliation

▪ Ensured timely delivery of commercial jet engines to customers, within promised performance levels
▪ Led analysis of engine performance to ensure quality to mitigate financial and safety risks

▪ [Volunteer] Knowledge Management Consultant: As 1 of 3 evangelists for a new company-wide Knowledge Management solution, drove Wiki adoption from 70%. Led training workshops, identified high impact use cases, and transformed business requirements into Wiki solutions.

▪ [Volunteer] Process Improvement Team Lead: Led team of 7 to streamline business processes by gathering and analyzing process

▪ Conducted system-level performance analysis of in-service commercial jet engines
▪ Evaluated engineering changes to optimize fuel consumption and reduce manufacturing costs
▪ Supported engine control design, analysis, and validation