As a lead product manager for app loyalty, data & insights, I develop & help execute the measurement strategy to identify opportunities & assess the impacts of the efforts of 6 agile teams delivering enhancements to the My Verizon app.

As a senior data scientist on the experimentation team, I coordinated across teams to deploy experiments within Realtor.com's core buyer experiences on the website & native apps • Partnered closely with stakeholders across product & engineering to deploy feature experiments at a rapid pace, managing prioritization, dynamic timelines, and interaction effects between concurrent experiments on shared properties • Researched & employed different methods as appropriate for causal inference (e.g., bayesian methods, sequential testing, quasi-experiments, etc.) • Developed shared resources for the tech community such as paved-path documentation for successful feature configuration for experimentation, centralized code repositories, and derived analytical tables for easier deep-dive analysis

As an analyst on the bank omnichannel analytics team, I worked with digital and contact center partners to help improve USAA members' cross-channel experiences• Developed analytical contact dashboard in Tableau, illustrating and trending the top call drivers within the bank while explaining the digital activity (Adobe SiteCatalyst) that precedes them in support of a multi-million dollar contact optimization strategy• Led product acquisition forecasting efforts within the contact center, sizing and integrating anticipated impacts to channel performance from operational changes• Leveraged text analytics on call transcripts to identify the most common transactions representing the top opportunities for digitization

As part of the digital insights team, supported property & casualty's digital experience, providing insights driving optimization efforts within USAA's website and mobile app.• Delivered insights around members' digital activity preceding simple product servicing calls to prioritize call mitigation opportunities for the business.• Designed, developed and analyzed a dataset that facilitates prediction of member intent during digital sessions.

Worked with a team of decision science analysts, delivering business insights & building tools to empower our partners in product & client management.• Developed a ‘Sales Profile Tool’, a global SAS macro delivering users a summarized view of USAA members' acquisition behaviors for a given period of time - across products & channels.• Championed development effort of a D3 icicle chart visualization extension for SAP Lumira to provide insights around the product acquisition sequencing of different groups.• Led the redesign and report consolidation of USAA's enterprise sales funnel dashboard, adding new data elements and improving usability

As a summer intern at USAA, I was aligned with the business case analytics team to implement control plans outlining success measures & promoting measurability in projects being assessed for enterprise funding.• Developed an automated activity reporting tool which collected categorized calendar appointment details and provided insights for management on engagement and project statuses by line of business.• Refined team measurement control plan templates to make them more concise, clear, and useful for stakeholders.• Increased data integrity and reduced audit risk by rebuilding stakeholder detail forms in Microsoft InfoPath & connecting them to the enterprise Outlook address book.

As a spring intern in USAA's internal audit department, I worked with the finance & investments audit team to review processes & tools as an independent third party to reduce financial and operational risk.• Partnered and coordinated with process owners in different departments to quickly learn and analyze new tools and processes for risk in audit engagements, collecting information efficiently to complete comprehensive audits below budgeted hours. • Developed & conducted test steps for comprehensive measurement of controls surrounding user developed applications, federal & state regulation, and enterprise procedures.• Independently summarized processes, test steps, and findings, while noting observations & gaps in controls for official firm-wide reporting.

As a summer operations analyst intern at JPMorgan Chase, I partnered with corporate leadership on the mapping, implementation, and analysis of internal & regulatory processes affecting over 5000 FTEs in the firm's Community and Consumer Banking division.• Developed & scripted a supplementary toolkit which more than halved specialists’ time spent executing many common, lengthy procedures identified as top drivers of cost & call-length • Led focus groups collecting feedback on the implementation of new regulatory processes and developed a cohesive action plan that was quickly adopted by senior leadership and contributed to a drastic rise in process adherence and risk reduction that allowed the firm to exceed external audit specifications• Performed categorical analysis on 2000+ employee feedback survey responses and composed a list of the firm’s top strengths & opportunities that became the catalyst for an employee satisfaction program that was distributed across 6 domestic and international sites

Worked with experienced professionals in the market to understand how Facebook works with resellers and agencies in Korea, as well as the sales process and campaign operations.• Executed market & demographic research and recommended to executive leadership three companies in growing verticals that later became vital advertising clients• Critically evaluated live advertising metrics for companies like Budweiser and Hyundai and rewrote optimized copies that amplified engagement in real-time ad campaigns • Built a comprehensive collection of sales decks consistent with brand image that were applied by management in sales presentations throughout the following year in securing vital contracts