• Managing the business analytics and reporting team supporting call center operations.• Developing analytical data models and dashboards in Tableau to support the evolution of the business analytics team.• Leading the analytics portion of a key strategic project.

• Owning sales call center productivity and capacity planning.• Coordinating the capacity plan with key stakeholders: finance, HR, workforce management and operations.• Building and managing a team of 8 analysts and managers to support real-time operations.• Act as a consultant for business initiatives impacting sales call center.• Co-presenting and assembling the Monthly Business Review (MBR) of call center productivity and sales.

• Managing sales forecast and quota setting process.• Owning the sales forecast for Smart Home Monitoring.• Supporting the development of sales channels plans and associated tactics.• Editing, coordinating and communicating weekly insights of sales leadership.• Developing statistical models of performance drivers of sales channels.• Summarizing and communicating insights from statistical models to a non-technical audience.

• Building SAS processes that automate data acquisition for analysis and reports. • Developing data models that connects call volume and customer transactions to support clients and sales analytics• Building business cases and conducting post-implementation reviews of projects impacting call center operations.• Producing and communicating weekly operational insights to senior management.• Proactively detecting saving opportunities.• Developing forecasts of sales, AHT and call volume.

• Building and designing monitoring tools for spectrum auctions.• Monitoring spectrum auctions and communicated auction results to c-level executives as part of the auction war room.• Developed forecasts of cable TV, Internet, fixed and mobile phone markets.• Built business cases for commercial strategies.• Researched information from worldwide telecom regulatory agencies.

• Teaching Microsoft Excel and Descriptive Statistics for the undergrad program.• Calculate economic impacts using an Input-Output model.