• Implement and manage NLP/NLU systems across customer channels• Lead analysis on key CX data points, including NPS/CSAT, complaints, contact drivers, and other customer feedback• Build a CX program and inculcate a culture focused on identifying opportunities to improve the customer experience and business outcomes• Partner with multiple business functions to eliminate disparity across the org and create a unified approach to CX

• Accelerated Scarlet Health growth through improved experiences using data, analytics, insights, and customer feedback• Launched new client facing dashboards on patient performance, educating clients how Scarlet Health is closing the gap in healthcare, providing an unrivaled industry service• Established a CX program with multiple listening posts across the journey to help the business maintain an NPS of 90+

Formerly Topbox CX - acquired January 2021 by Khoros• Topbox was a CX software startup I joined after using the product for ~3 years with Nike to create their CX program. I enjoyed the journey of building a CX program so much I left Nike to repeat that success for companies throughout the globe

• Drove the establishment of relevant KPIs and tracked the performance of the DTC Planning teams against those KPIs at both the global and geo level to identify areas for improvement.• Worked closely with the leaders of to identify & quantify opportunities for incremental optimization of planning process.

• Developed and managed the Nike Voice of Consumer Program using Natural Language Processing (NLP) solutions that analyzed consumer calls, chats, emails, product reviews, surveys, and social interactions with topic modeling, sentiment analysis, and keyword association to disseminate insightful information and consumer frictions points to product owners across the company.• Led and generated the development of an analytics model linking the financial value of Net Promoter Score (NPS) to a consumer’s future behavior as well as identified the opportunities of value in the Customer Experience organization.

• Managed a global Business Intelligence team that analytically supported over 3,000+ global employees with analytics.

• Focused on improving the Nike.com consumer journey by analyzing clickstream data with the goal of removing friction and optimizing engagement, experience, and performance.• Recommended optimization improvements to Nike.com resulted in an increase of over $100M in sales in less than two years. •Led the creation of a Natural Language Processing tool that categorized over 5,000 voice of consumer records per day and identified anomalies using over 50 KPI’s to ensure consumers experiences with Nike were premium.

• Analyzed and documented global impact of online marketing tactics, A/B and multivariate tests, as well as strategic drivers of web visitor behavior.• Created and lead analytics training courses for global eCommerce team, with custom dashboards, analysis, and user guides.• Lead the selection team and decision-making process for analytics tools. Worked directly with front and back end developers in determining the best solution for the eCommerce team.