• Managed a team of four analysts while being responsible for the growth and execution of the Global Complaints Tuning Program. This program was based on using analytics and AI Tech to successfully eliminate the manual complaints process while saving over $3M in its first three years. • Managed team performance on a weekly basis by tracking KPIs.• Responsible for the advancement of team skills, technologies/tools, and processes.• Developed a high performing global team that created and maintained analytics queries in Nexidia to support the identification of relevant words and phrases to improve the complaints tuning process in both speech and text.• Managed business continuity plans for the business analytics team.• Provided reporting on a weekly basis to leadership to monitor accuracy of complaints models.• Completed validations to support complaints models to ensure accuracy remained stable.• Performed validations on chat/email/social media interactions to train text algorithm models.• Leveraged Medallia and Qualtrics to identify additional complaint drivers.• Managed relationships with vendors to ensure that goals and deadlines were being met.• Provided guidance and feedback to drive vendors to achieve continuous improvement.• Ensured SOP processes followed CFPB standards.• Member of global engagement team – provided volunteer and learning opportunities to team.• Planned out global recognition awards to recognize employees who are highly engaged.

• Used Speech Analytics technology as the primary tool to provide VoC Analytics • Cleanse and analyze large data sets in order to provide actionable insights to recommend improvements to the operational business model• Provide business partners with root cause analysis and resolution of contact drivers• Prepares and presents Power Point presentations to tell the story of data collected• Produces daily/weekly/monthly analytical reports based on business needs• Prioritize the efforts of the team on items that drive the most opportunity for improvement for the core enterprise objectives (Contact rate reduction being the primary KPI)• Partner with various product teams to ensure the data collected is detailed and actionable• Managed and trained a vendor team of 40 + researchers to ensure quality and data collection accuracy skills • Take actionable insights in order to improve processes and improve the overall customer experience• Assists in the development of troubleshooting flows to improve process improvement initiatives • Created use cases models and road maps upon updates to existing products/services

Acquired by Charter Communications May 2016

• Own, architect, and develop the product features associated with Verint speech analytics and desktop process analytics applications• Ensure valid and dynamic call recording transcription process• Design categories, queries, filters and checkpoints to identify known call categories such as repeat calls, transfers, and high cost service calls and unknown categories as new trends/issues in performance emerge• Identify and validate the turning point and/or critical issues in customer interactions that highlight satisfaction or dissatisfaction• Utilize speech technology to identify operational efficiencies and enhance insight into the customer experience• Validate the accuracy of speech analytic categories and adjust the design as the dynamics of customer interactions change• Created and implemented a speech analytics user network across the customer service organization• Partner with contact system information and vendor to ensure all customer service reps are being recorded on Verint recording platform• Conducts focus groups in contact centers to get voice of the customer feedback• Leveraged speech analytics in order to identify process gaps and training opportunities• Assisted in creating project charters and identifying project milestones• Assisted in creating use cases for new contact center technology• Used Six Sigma methodology to improve existing processes• Assisted in creating and validating Medallia Text analytics categories

• Develop, maintains and generates regular reporting through Nexidia speech analytics tool• Develop ad-hoc queries and investigates opportunities for improvement through Speech Analytics• Responsible for training and administrative access for the Speech Analytics tool• Gather detailed data through speech analytics listening studies• Conduct listening sessions with client on various topics for process improvement• Make recommendations for process improvements based on the analysis and findings through the Speech Analytics tool• Responsible for maintaining Speech Analytics SharePoint site• Was responsible for vendor management to ensure client’s needs were being met

• Responsible for maintaining daily regional breakdown to ensure proper distribution for all regions• Analyze locations on a weekly/monthly basis to determine how many calls are needed to reach targets• Assist managers with hiring procedures and screening of potential candidates• Handle appeals from client in timely fashion• Conduct coaching sessions with analysts to ensure calibration with client• Responsible for keeping data records up to date• Identify the trends that analysts need coaching with in order to stay calibrated with clients’ needs• Compile information to keep FAQ reference documents up to date • Managed and trained team of 10-15 quality assurance analysts • Made sure analysts were utilizing all tools in an efficient way to enhance productivity