Experience and Career Highlights:-Currently serving the Ohio Public Employee Retirement System by implementing and growing the Business Intelligence and Analytics functions-Previously responsible for directing the Interaction Analytics program for Teleperformance USA, working with multiple clients to provide analysis and performance management tools in order to improve operations-Over a decade of experience in contact center and customer service operations, from supervision of small teams to account management for multi-site programs with several hundred representatives-Extensive program and project management experience, ranging from implementation manager for call center programs to director of ongoing quality and analytics support programs-Experience, education and training around business and interaction analytics, utilizing tools and methods to understand and improve customer experience and efficiency-Direct experience with software and web development, maintaining products for self and clients as well as contributing to open source projects