Sr. Director - Analytics And Ai
CurrentSenior leader responsible for a team of 100+ FTE and Contractors leveraging Speech Analytics to build predictive models, determine customer intent, drive improvements in Customer Experience (CX), and create the foundation for leveraging the data output to perform analysis; dirving solutions focused on improving key performance indicators (KPIs): AHT, ASR, CR, RGU Sell-in, Close / Retention rate, etc. Manage a yearly budget of $10M+ to create innovate solutions for 26+ Line of Business ranging from CustOps to Sales/Retention, including Spectrum Community Solutions, SMB across 2 Languages: English and Spanish. Create full end-to-end product rollout and implementation strategy while partnering cross departmentally to ensure proper change management. Maintain a strong vision for the future while driving continual learning throughout the organization; focused on developing team members. Meet with Senior VP+ staff to present status readouts focused on value creation. Document, train, and maintain best data practices while working to migrate department from Hadoop datalake environments to AWS Snowflake. Develop governance, security protocols, and database management maintenance and monitoring to ensure data hygiene. Launch Microsoft Azure and Amazon AWS environments to conduct real-time speech to text proof of concept. Leveraging NLP to train and deploy custom machine learning (ML) models, agent assist actions are presented live to course correct activities while agents are communicating with customers.o Real-time anomaly detection models were created to identify customer impacting issues based on the context of conversations in real-time.o Sentiment analysis dashboards built to display trending throughout the day; replacing after-call surveys and conducting real-time coaching.o Contextual knowledge-based articles prompted to Agents by determining customer intents; building advanced Machine Learning (ML) models while using NLE and entity recognition.
