• Achieved a 47.3% increase in total training time and 9.1% increase in training time per active user from 2023 to 2024 by implementing new strategies for multichannel notifications, targeted communications, multimedia content, and global webinars.• Managed the development of several core desktop and mobile application features, including a UI redesign of the lesson booking system that processes ∼90,000 bookings per month.• Implemented gamified push notifications across 26 languages resulting in a 40.5% increase in iOS application usage.• Scaled the team from 4 to 8 members across Madrid and Manila to meet increased client demand and ensure project success.• Leveraged generative AI solutions from OpenAI and Meta to enhance efficiency in team workflows and business processes.

• Developed systems utilizing Stripo and AWS Pinpoint to automate notifications and increase user activity on the platform.• Launched automated emails with user-specific recommended content, yielding an 11% click-through rate to the platform.

• Optimized a legal consulting firm’s “quote to cash” process by providing recommendations based on focus groups and interviews.• Performed quantitative and qualitative analyses to diagnose member experience process issues at a state-chartered credit union.• Researched statistics on the healthcare industry to assist with the business development of the firm’s new healthcare practice.

• Improved efficiency of the credit counseling team by defining key tasks, simplifying processes, documenting new quality assurance procedures, and restructuring work distribution resulting in a 45% increase in their amount collected year-over-year.• Coordinated the implementation of an external automated quality assurance solution by aligning vendors and stakeholders to meet business requirements, achieve on-time milestones, and enhance monitoring and reporting of customer experience metrics.• Conducted multiple operational tests to improve debt collections as a response to the COVID-19 pandemic including adapting new settlement strategies, doubling daily customer contacts on phone channels, and implementing an agentless dialer system.• Built IVR system reporting to increase the visibility of customer decision making when calling the contact center.• Assisted with the integration of the contact center’s Genesys Chat system by researching capabilities of the software, designing company-wide training documentation, and participating in pre-production testing.

• Directed quality monitoring programs and customer analytics operations in Australia, New Zealand, Czechia, and the UK to provide a medical devices company with actionable recommendations to improve their international contact center experience.• Led proof of concept for a services equipment provider by collecting consumer insights from call recordings, analyzing internal research information, and developing a deliverable to help the client locate customer experience weaknesses and opportunities.

• Constructed and assessed a strategy that identified a $0.9 billion cost-savings opportunity for a content distribution company by creating Tableau dashboards using client databases to highlight inefficiencies and operational gaps.• Identified ​$8.9 million​ annual savings for a Fortune 50 telecommunications company by analyzing call center invoice information.• Proposed a redesign of existing processes at a government-mandated corporation to improve efficiencies for financial activities.• Assessed a government agency’s consumer experience practices by analyzing surveys and creating customer journey maps.

• Organized lab equipment, gathered data, and provided assistance for researchers to conduct consumer behavior experiments.• Recruited participants and analyzed key survey metrics using the Qualtrics platform to properly sample in-person studies.

• Developed an eCommerce strategy to manage inventory, expand brand visibility, and increase profits at a small retail business.• Established consistent contact center metric definitions and calculations for two Fortune 500 cable companies to support consultants on a mergers and acquisitions project.• Provided analysis of a non-profit organization’s finances to support Board-level decision making.• Researched how to best create, implement, and collect RFP-related information for accounting and tax services and made recommendations to the CFO based on these insights.

• Analyzed US economic data for 2015-2018 and presented insights to C-Suite to assist with business strategy.• Interpreted legal documents and synthesized the information to make them easier to locate and interpret for CSO and CFO.• Participated in new product development by evaluating competitors' offerings to gain perspective on the market.• Collaborated with a team, including the CFO, to transition from an in-house software solution to a product by Verint Systems for storing valuable company information.• Researched new human capital trends and ways to implement them within an S-Corporation for the Vice President of Human Capital to use for company purposes.