Manage an international team of Data Engineers, Database Administrators, and Data Stewards who support Marriott’s global customer care and support, Business Analytics, Guest Quality, Property Support, Cloud data platforms, and Customer Privacy divisions.Developed and led warehousing redesign resulting in 90% storage reduction, 65% faster query times, and robust data pipelines.Led key initiatives including: Reporting platform cloud hybridization with PowerBI, Call Management System migration, Property Support Services billing restructuring, Legacy dataset migrations, Custom data lineage mapping systems, Cross-department engineering training, Master Data Management, Data Services ethics and standards guidebooks, Customer contact NLP & AI integration.

Design, create, test, and maintain scalable data management, processing systems, and machine learning models for the Marriott Customer Engagement Centers while working closely with stakeholders and other analytical solutions teams. Train Data Stewards and lead data platform initiatives.• Lead and trained teammates on peer review, schema design, and ETL best practices• Lead on data warehousing standardization and optimization initiatives• Partnered with enterprise IT for data pipeline authentication modernization

Design, create, test, and maintain scalable data management, processing systems, and machine learning models for the Marriott Customer Engagement Centers while working closely with stakeholders and other analytical solutions teams. Subject matter expert for Telecom, Scheduling, Forecasting, and Privacy datasets and sources• Conducted interviews alongside leadership for new data Stewards• Developed and taught training courses for ETL development, schema design, and data warehousing best practices• Developed and maintained a Natural Language Processing (NLP) platform including automated key phrase tagging, document vectorization using BERT, and LDA modelling all available customer contact channels• Trained teammates on ETL development using sources such as SQL, AWS, Azure, Netezza, Informix, Nexidia, NoSql, REST API, InContact, NICE NDE, flat files, and Salesforce• Developed and presented statistical and data science solutions for KPI discovery, auto-ML approaches for classification models, LDA content modelling, and correlation studies. • Developed and managed data warehouse ETLs, architecture, and end user interface applications for call management system, IVR, scheduling, definitions, forecasting, payroll, and billing datasets• Developed and maintained forecasting models for global call volume for call centers• Primary technical resource for Voice of the Customer research program• Lead on multiple automation projects eliminating the need for manual reporting and maintenance, saving thousands of hours per week for management and agents• Lead on multiple inhouse efficiency and standardization initiatives for Data and Reporting Services• Lead on modernizing legacy data pipelines and manual processes• Received associate of the quarter for Q2

Cultivated, analyzed, and developed reporting tools for Customer Contact Centers management and agents, while providing analysis concerning agent incentive programs, guest fraud detection, and Key Performance Indicators.• Received a Gold STAR for best in class performance• Designed and produced the “Insight” file, a centralized agent statistic repository that contained multi-tiered metric reporting, enabling peer to peer comparison and team call, email, and chat trending alongside attendance and productivity while tying into incentive programs. This enabled agents and management to easily grasp, understand, and communicate about metrics and trends• Developed reports and analysis measuring quality trending, center KPIs, guest fraud detection, and agent incentive programs

Received and managed service cases for guests and hotels, working both independently and as part of a larger team.• Redeveloped guest compensation plans focusing on future stays, which led to greater guest satisfaction while keeping costs low• Received multiple guest and property commendations for both my interactions with them, and their satisfaction with the final resolutions

Monitor and control global call, email, and chat traffic for Customer Contact Centers. Develop and maintain reports for agent attendance and productivity• Developed and maintained real time traffic control application and monitoring software, as well as automated attendance tracking tools, and web-based overtime and downtime sign up, enabling the creation of a global and centralized Intraday team, and saving 800+ hours weekly• Created and supported the agent scheduled change request web application and database, enabling North American agents’ schedule requests to be submitted and processed in an efficient way. This saved 200+ hours weekly

Supervised, coordinated and trained a team of 15+ people in food preparation, while also forecasting, setting staff schedules, maintaining equipment, performing stock orders and acting as management’s health and safety representative.• Received best in class awards for kitchen efficiency, presentation, and cleanliness under Famz foods 3 years in a row. These were representative of our strong contributions to our restaurant’s consecutive growth• Routinely taught training sessions and performed inspections at other Swiss Chalet and Harvey’s locations operated by Famz foods, allowing for best practices sharing while setting standards across all 14 restaurants