Amy Farley Email and Phone Number

Evangelism for DataLabs, our full suite of AI data solutions from training data sets to prompt testing to benchmarking and beyond: https://www.pulselabs.ai/pulse-datalabsWorking with our clients to understand their problem areas to help our product team build better tools for AI/ML, Data Science, Product, and UXR teams.

Led expansion of our research operations team including UXRs, panel marketing, and operational support.Led public-facing research and publications about Generative AI user behavior: https://iq.pulsleabs.ai

I manage UX research operations including customer support, data analysis, and reporting for our automotive, voice, and mobile research platforms. My growing team helps developers and UX researchers at Fortune 50 companies study real-world use of auto infotainment consoles, mobile phones, and other smart devices.Over 3 years, led ted the Operations team through the successful launch and change management for 4 products.I was responsible for:- Owning customer support and research engagement planning for enterprise customers- Working with Product and Engineering teams to prioritize product improvements and determine operational and customer-facing requirements for new features.- Operational capacity planning, including end-to-end screening and hiring new team members.The team I led focused on:- Study participant acquisition and screening processes - Usability research study execution- Usability research reporting- Operational process improvements- Continuous feedback cycle with our product and engineering team to improve our tools- Physical item inventory, device configuration, and shipping processes

Volunteer position building Startup Community connections in Salt Lake City. We'll be hosting quarterly pitch events designed to help startup founders spread the word about their work, and connect tech and business enthusiasts from across the Salt Lake Valley. Interested in pitching your startup at one of our events? Let me know!

Managed implementation of cleaning and timekeeping software package, including staff and vendor training, which reduced unit turnover errors by 25% and to allowed management to gather key metrics and insights.Responsible for tracking progress on personal and team projects to ensure timely completion of deliverables.Implemented process documentation procedure and trained the team to document new and existing processes to help the business scale.

Created company’s employee meal program including ingredient ordering, cost reporting, and communicating weekly meal options to employees. Doubled volume of meals over 3-month period while reducing per-meal cost by 20%.

Founder of a social and sharing economy platform centered on sports.

Standardized Kindle Content's Executive Correction of Errors report process to reduce average handle time from 16 days to 11 days per report, saving the Kindle Content department 3,000 work hours per year with value of $135,000. This same project increased on-time delivery of corrective actions by 60%. Handled executive level escalations and sensitive customer service issues involving threats of legal action or negative publicity. Managed cross-team response (software engineering, product management, accounts payable, legal, etc) and root cause analysis for correction of errors. Wrote executive summaries for VP, SVP and CEO for high visibility/high impact customer service issues. Created and updated standard operating procedures for the team to ensure workflows were documented, optimized, and updated based on any organizational or technical process changes.Worked with Product Managers and Software Development teams to provide voice of the customer insight during planning phases of new features and roadmap planning to ensure that long-range plans included alleviation or elimination of common customer complaints. Worked with same teams to investigate systemic issues and provide recommendations on how and when to communicate changes to customer service teams.

Handled executive level escalations and sensitive customer service issues involving threats of legal action or negative publicity. Managed cross-team response (software engineering, product management, accounts payable, legal, etc) and root cause analysis for root cause analysis, correction of errors, and executive summaries for VP, SVP and CEO for high visibility/high impact customer service issues. Identified fraudulent credit card transaction vulnerability and created a transaction monitoring process to detect and cancel fraudulent orders, which resulted in $1.5-$3M in annual fraud reduction over a 3 year period.Led process improvement projects to help Customer Service Management and Quality Assurance implement training and/or resources to reduce customer service errors.

Provided second tier customer support for general escalations and complex issues while regularly exceeding department goals for contacts per hour. Trained Tier 1 support and new Senior Support Specialists. Led process improvement project that reduced average production issue investigation timeline from 5 days to 3 days.

Provided front-line phone and e-mail support for authors, video producers, and music producers. Created internal database of weekly emails from disc processing team. Coached new hires. Reviewed online training modules for accuracy. Completed special outreach and research projects at manager's request.

Managed permit review for state and national register historic properties to ensure compliance with city's historic preservation ordinance, and managed requests for variances/exceptions to local ordinance. Managed subdivision review processes, including compliance with state law regarding timely notification of nearby property owners. Provided additional support for zoning and sign ordinance administration.Presented city reports monthly at Landmarks Commission (historic preservation), Planning Commission, and City Council meetings.Researched and wrote historic preservation grant proposals, and administered existing grants for restoration of historic properties.Hosted 2008 Kansas 3-day statewide historic preservation conference, including contracting designer for printed materials, arranging speakers and event schedule, catering, travel arrangements, and administration for $15,000 state grant. Planned, received funding for, and executed a 1-day historic preservation tax credit workshop to educate property owners on state and federal tax benefits for rehabilitation of historic properties.Researched and wrote updated parking requirements that would result in lower cost for property owners and reduce paved surfaces for new construction by 8-15% to reduce strain on city’s storm sewer system and reduce water pollution.