I work on the customer experience team, which is our internal voice of the customer. In this role I use operational and survey data to identify customer pain points and drive actions to improve the customer experience across the business:- Customer journey work using data to map a customer journey and identify pain points within it- Identified repeat callers that were churning at a high level, lead trial to improve retention- Designed trial for multiple initiatives aimed at improving broadband self-install rates, improving customer experience, reducing cancels, and improving OpEx- Identified issues with current U-Verse repair order process, helping to create multiple work streams to improve processes and leading work stream aimed at reducing duplicate dispatches- Perform customer impact analysis on proposed trade-in offer to delay roll-out until back-end systems can better support offer- Analyzed NPS survey (large customer survey with 25k+ responses/month) to identify trends among our customers and our competitors customers- Helped redesign parts of the NPS survey to better understand current TV environment- Partner with operations, marketing and product teams to improve strategic decision-making- Serve as the voice of the customer within AT&T

Member of the Business Analytics team, working to support the Entertainment Group marketing team at AT&T. Responsibilities include:- Statistical modeling- A/B test design- Spend optimization- Call forecasting- Customer value scoring- Pulling and analyzing data from big data warehouses- Ad hoc research requests

Lead project to improve legal operations at Adobe. - Analyzed spend data to consolidate outside counsel- Identified firms to change fee structure to fit with Adobe's strategic goals- Identified opportunities for more efficient spending, including changing process related to eDiscovery

Provided company, industry and market research to internal Morgan Stanley clients. Created custom research packages, primarily in support of the investment banking team, covering an array of companies, industries and geographies.

- Create and maintain databases for use in economic research projects- Perform statistical and econometric analysis by writing code in SAS and other software- Lead the development of Philadelphia Fed's Community Outlook Survey- Review literature and research on research topics and create literature reviews- Write reports, create tables, charts and slides for use in research projects, reports and presentations- Provide support for various department projects

- Member of the change management team within the finance code (department)- Managed CFO Review Charts process analysis to improve efficiency- Compiled data on financial reports produced by Business Warehouse into a sortable spreadsheet