Christopher Graves Email & Phone Number

Chattanooga, Tennessee, United States

Lead 5 teams across data science and decision support.

Chattanooga, Tennessee, United States

Lead the 3 data science teams: AI/NLP, Predictive Analytics, and ML Ops.These teams build and maintain Gen AI applications, NLP enrichment of unstructured data, disease and utilization predictive models, geographic modeling including site selection, statistical program analysis, among others.

Chattanooga, Tennessee, United States

••• Led design and development of recommendation system to recommend next best actions to members••• Oversaw creation of NLP models to identify diagnosis codes in medical records. Cross referenced against claims to find missing conditions for risk adjustment.••• Designed and implemented ROI platform, utilizing propensity scores to create quality matched control groups and evaluate program success against test groups.••• Oversaw creation of predictive model to identify members who are likely to have missing information in medical records.

Chattanooga, Tennessee, United States

••• Led team of analysts automating workflows and providing BI (Tableau, Power BI, Excel) to Call Center, Workforce, Sales, Claims, Finance, HR, and other areas.••• Managed project to reengineer reporting pipelines with automated SQL + Python + Alteryx + Tableau stack.••• Designed and implemented Oracle DB warehouse, creating snowflake schema with standardized dimension tables for millions of rows of calls and sales data.••• Built ETL pipeline + machine learning model to predict customer attrition on 7m policies (Oracle + Alteryx + Pandas/Numpy/Sklearn)••• Presented analytics to executives on CSAT and Claim details to drive improvements in service.••• Coordinated ad-hoc analysis for Directors/VPs, developing subject-matter-experts for Ops data, including Workforce, Call Center, Policies, Claims, and Service job data.••• Leveraged BI tools to deliver detailed KPIs for 500k+ claims/yr, 3m+ calls/yr.••• Guided creation of program to transcribe audio surveys with Google Voice-to-Text and write to SQL database for NLP.

Chattanoooga

••• Programmed CallMiner voice analytics API interactivity, enabling bulk searches of metadata and the ability to export call transcripts.••• Authored complex SQL and DAX queries to track Customer Journey through various calls.••• End-to-end reengineering of data entry, processing, storage, redesign reports/viz and distribution for Complaints, Shrinkage, Attrition, Surveys/CSAT, Telecom, QA, and other ops reports.••• Automated reporting tasks with Python + Powershell scripts (15hrs/wk).••• Programmed CallMiner voice analytics API interactivity, enabling bulk searches of metadata and the ability to export call transcripts.••• Provided cradle-to-grave customer call journeys, leveraging SQL skill and domain knowledge.••• Developed numerous analytical improvements, including adopting co-authoring and BI tools, process improvement, and developing detailed reporting around FCR, transfers, shrinkage, and complaints.••• Coordinated interdepartmental projects with members of Telecom, IT, Ops, Finance, HR, Legal, Marketing team.

Chattanooga, Tennessee Area

Economize scripting for the call center, and build data sets to identify and implement efficiency improvements and investigate root-cause challenges.

Advanced the vision of the community youth center.Also managed 1 night/wk for the center until 9/2017, coordinating volunteers and overseeing operations.

Assisted patrons with reference/research questions, supervised student workers, and provided interlibrary loan support.

Researched and wrote over 400 SAT, ACT, and GRE test items for industry-leading mobile test prep app.

Master Of Science - Ms, Data Analytics

Bachelor Of Arts - Ba, Political Science