• Currently working with key business and technical stakeholders from a portfolio of 15 companies and partners and across customer organizations to determine a core set of measures to assess digital performance and objectives for all digital properties (Desktop and Mobile).• Support and develop measurement strategies for key performance indicators and monitor existing properties to ensure all tracking and data-collection works properly.• Develop client relationships and deliver solutions based on advanced analytics for customers across a variety of industries (Retail, FinTech, Travel, Finance, Media)• Provide insights into customer experience in the front-end channels where less than optimal outcomes may be driven by multiple causal factors including confusion, design concerns, or systemic problems/broken or missing functionality by leveraging knowledge with various web and analytics solutions.• Mitigated risk factors through careful analysis of financial and statistical data. Anticipated and managed change effectively in a rapidly evolving global business environment.

* continued from above *Research and Data Analytics ▬▬▬▬▬▬▬▬▬▬▬▬▬✓ Analyze information to identify operational issues (new and existing) and establish methods for tracking issues which directly or indirectly affect customers.✓ Assist with strategic input on projects involving business changes that address visibility to processes and outcomes.✓ Supported IT Operations with near real time reports and alerts designed to draw attention to, and allow for assessment of potential issues as they are developing. Such tools allow for faster response times, quicker diagnosis of issues and deployment of fixes. ✓ Communicate requirements of the monitoring tools to Design and Development teams and IT Operations personnel to ensure that system architecture is designed with necessary reporting in mind. ✓ Determine if proposed system/flow changes will impact existing reporting and require changes in reports and alerts, or force changes in reporting strategy, and bring such issues to the attention of the business.

Accountable for creating an exceptional customer support experience with company’s portfolio of products using Voice of the Customer feedback and active pre- and post-launch customer advocacy. Emphasis on providing customer support for apps, digital and social media platforms, and our company support sites. Lead a global team of 30 operational research staff, voice of customer, web research team and impact team, as well as project and program managers, including both on-and-offshore resources, focused on digital customer self-service support. Hold direct responsibility for the business side administration of key monitoring tools.Customer Experience Initiatives and Impact Analysis▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬✓ Implemented more than 100 changes that have resulted in a savings of more than $50MM.✓ Contributed to new customer acquisitions and customer retention in excess of 500K per year.✓ Manage department response to research requests to provide feedback for customer impacting issues and remediate issues.✓ Provide insights into customer experience in the front-end channels where less than optimal outcomes may be driven by multiple causal factors including confusion, design concerns, or systemic problems/broken/missing functionality.✓ Maintain operational monitoring with established metrics and thresholds, which reduce the turn-around time for identification and resolution of system and/or provider issues, thereby increasing automation rates, and reducing agent intervention. ✓ Review requirements for all projects that affect system behavior/flows in customer facing channels and back-end validations, to determine impacts of changes on existing reporting and information needs. ✓ Utilize tools and maintain relationships with IBM, Splunk, Glassbox, Avaya, and Nuance.* continued below *

Key member of the project team responsible for ensuring seamless implementation of business process improvements that positively impact the bottom line and increase the customer experience. Areas of accountability encompassed workflow analysis, gathering requirements, recommending improvement initiatives, risk and impact analysis, project planning/management, report analysis and development, evaluating business requirements, change management, testing, validations, training and ongoing support. ✓ Served as a liaison between business owners, technology teams and support teams, responsible for the coordination and completion of projects requirements gathering.✓ Understood, supported, and converted critical business requirements strategies into functional and implementable specifications and product definition documents. Planned and scheduled change requests from different business units.✓ Provided assistance to senior project managers during requirement gatherings and discovery sessions. ✓ Conducted weekly meetings with business owners to analyze requirements, provide status updates and escalate issues as needed.✓ Prevented accumulation of change requests to avoid aging and expedited delivery across the SDLC until released into production.✓ Established and maintained solid communication channels with business owners and other internal teams (PSI, SQA, IT Dev) to ensure expedition and delivery of initiatives for both projects and changes requests.

Tasked with researching escalated calls and proactively identifying issues to prevent similar future customer complaints. Conducted extensive data mining and research, statistical analysis, forecasting, and transaction monitoring for 25MM customers.Customer Experience Initiatives and Impact▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬✓ Improved operational reporting to focus on items with highest impact to customer experience to continually improve the business.✓ Analyzed business requirements, processes, and system functional specs using interviews, workshops, and group sessions. ✓ Created advanced events, hit attributes, dimensions, and top movers on IBM Tealeaf to generate reports for business owners.✓ Served as Tealeaf Event Administrator managing 800+ events ranging from basic, session compound to advanced JavaScript events with dimensions, tracking customer behavior and core processes conversion in web, IVR/Speech and Webcsr for all company brands.Staff Leadership▬▬▬▬▬▬▬✓ Led teams across broad technical, financial, and business disciplines. Focused teams on business objectives and tracked progress to ensure project milestones were completed on time, on budget and with desired results.✓ Worked with IT Dev and IT Ops to ensure business continuity with operational and performance reports and alerts.✓ Effectively guided the work of technical teams. Articulated project goals and scope, translated business needs into technical terms, prepared detailed work breakdown structures, and instilled shared accountability for achieving project milestones.*continued below *

* continued from above *Research and Data Analytics▬▬▬▬▬▬▬▬▬▬▬▬▬▬✓ Mitigated risk factors through careful analysis of financial and statistical data. Anticipated and managed change effectively in a rapidly evolving global business environment.✓ Developed advanced reporting to identify the types of errors/system issues affecting our business.✓ Created and maintained a vast array of custom reports, dashboards, scorecards, top movers, KPIs, schedules, and alerts. ✓ Supported the business in the BCR and project lifecycle by identifying, troubleshooting, and testing operational issues.✓ Provided User Acceptance Testing (UAT) validating that all systems and processes and the product readiness for production.

Initially hired to provide customer support and problem resolution regarding business needs or complaints.✓ Worked as part of a team and shared best practices to continually improve processes.✓ Performed tasks as a subject matter expert for all company brands and products. ✓ Prepared and presented reports using SQL to gather analytics data and present to management.✓ Sold specific products and services to consumers. Demonstrated products and showed consumers how to maximize features.