Skilled analytics leader with 17 years of proven success influencing data-driven business decisions by providing quantified analysis findings and actionable recommendations to improve the customer experience, enhance operational efficiencies, and maximize self-service containment.LEADERSHIPManage a team of Customer Experience Analysts responsible for leveraging Nexidia speech analytics technology and transactional data to produce analytic insight and provide advisory guidance to senior leadership with quantified results, including multi-million dollar savings and increased customer satisfaction.ADVISORY CONSULTATIONActively consult with senior executives, operational leaders and other key stakeholders throughout the organization to guide decisions, influence policies and practices, and drive improved business results.DATA ANALYSISFacilitate methodical investigations, analyses and documentation of business data; recognize and examine trends and anomalies; and determine root cause of identified activities, behaviors, and outcomes.Specialties: 2017 Presidents Circle Award winner at Alliance Data for a proactive IVR non containment analysis that saved the business 9 Million dollars a year.2017 Marketing Foundation Award winner for customer experience improvements within IVR and contact center improvements.Customer experience focused using Nexidia and NICE to provide insights and actionable recommendations that drive the business.Provided multiple proactive analyses to save AOL over $1.8 Million.Responsible for the management, performance and timely completion of monthly presentations or reporting projects.Ran multiple special projects from start to finish with great reviews.Launched Third Party Verification Monitoring, trained monitoring team, developed monitoring form and reporting.