Used causal inference expertise to lead experimental design and observational studies that measured the impact of enterprise scale call center performance initiatives. Enabled up to $3M in cost savings by building and maintaining email alerting systems that wrangled agent interaction data from disparate legacy systems. Identified $2M in wasted agent talk time by conducting analysis of automated phone system and CRM records.

I used neural network models to predict call volume for 5 queues 6 weeks out. Achieved performance goal 40-50% of the time, matching existing data-driven solution.

During one of my first startup experiences I leveraged international relationships in an attempt to connect people in the US with Tibet travel solutions. Working with a co-founder, we maintained a travel website and advertised via social media and word of mouth.