Head of global support analytics focused on NLP for CX, program effectiveness, and technology enablement in Customer Service- Created and executed a global 3-year strategy for Customer Experience and Employee Life-Cycle data analytics that specialized in value capture, program effectiveness, and machine learning for support functions, like training, quality, and engagement.- Applied machine learning, digital experimentation, data visualization, NLP, LLM application, and tool enablement to optimize programs.- Designed and reported a holistic, executive metric that measured the overall health of Wayfair's customer service and served as the reporting metric for the COO and Board of Directors. - Transformed and operationalized the analytics team, comprised of 9 data analysts and engineers to function in an agile/scrum working model.

Head of global quality programs specializing in data science and behavioral analytics to enhance customer experience.- Created and executed a multi-year quality and data strategy by leading a team of 60+ employees that utilized machine learning, expanded headcount, and natural language processing to provide 20,000 real time insights per month. - Increased employee NPS by 275% and maintained positive attrition, despite company's 40% attrition rates, by focusing on career progression programs, job autonomy, and skill development.- Improved stakeholder buy-in by leveraging data science and story telling to show correlation between controllable actions with desired outcomes.- Commissioned 20 programs with internal go to market strategies including training, analytic reporting, program testing that impacted over 3,500 internal employees and became the 3rd most used data dashboard in Wayfair.- Collaborated with senior leadership to build reporting design requirements that reduced time required for effective manager coaching sessions by 40% and led to an increase in customer satisfaction scores up to 4.5%.

Class - System Design Thinking for Complex Systems

Superintendent for $50M marine and bridge construction firm- Directed 20 individuals for 2 marine construction projects each $2M at budget and implemented strategic operations by leveraging team expertise and third-party controls to reduce direct cost of operations by $500K.- Optimized forecasted schedule and operating budget utilizing production data and inventory allocation to decrease total cost on a $500K pile driving operation by 75%.

- Managed an interdisciplinary team of 15 individuals on the Brooklyn Bridge for a $36M contract, completed 20% under the original budget.- Negotiated a $2M contract and reduced initial estimates by 33% utilizing strategic KPIs and previous operation cost in order to gain leverage over the subcontract.