2010 Census DRIS project:Worked as an independent consultant for an IBM GBS project with Lockheed Martin to assist the US Department of Commerce conduct 2010 Census Data Quality and Follow up Operations. My role was responsible for implementation and deployment of Cognos solution to 11 contact centers totaling 7000+ resources. Manage team of 13 consultants providing business intelligence solution for associate level reporting and business dashboards and scorecards. Provided design, development, solution support, analysis, and daily briefing to client.

Provide analysis and recommendations for improvement of Medicaid, Medicare, and customer experience metrics. Measure success of business process improvements across contact center, claims, provider operations, and enrollment divisions. Produced balanced scorecards to executives of key financial and operations performance results and insights to drive innovation.

Provide strategic and tactical leadership support for six contact center sites (1800+ agents) in support of The Home Depot’s sales, fulfillment, service, and eBusiness support organizations enabling improved customer experiences, increased revenue, and reduced operating expenses.