Dashboarding/Data Visualization Experience▪ Developed company-wide voice of customer dashboard theme and documentation utilizing Travelers brand guidelines to effectively display survey and closed loop customer feedback in a meaningful way for cross-functional teams across the company.▪ Built over 250 dashboards within Qualtrics for business partners.▪ Led the review and update of key customer relationship and journey touchpoint dashboards that are used regularly in the CX transformation work.▪ Developed a text analytics dashboard template that was used across multiple programs to provide novel insights from open-end customer feedback.Text Analytics Experience▪ Developed multiple text analytics models in collaboration with CX managers from other business areas.▪ Designed a custom automation to pull text analytics data from Clarabridge to an in-house database to enable analysis from multiple departments.▪ Managed vendor relationship with Clarabridge.Customer Experience▪ Collaborated on Survey and Dashboard design to ensure all necessary data was being captured and included in relevant analytical processes.▪ Designed text analytics models centered around the Customer Experience Journey.▪ Completed Travelers Insurance Customer Journey Enablement Program through MIT Sloan School of Management.▪ Led key integrations of new tools to gather and analyze social media and app store review data.

Enterprise Planning Experience Led the annual development of the FAA Weather and Human Factors roadmaps to plan out future system and infrastructure enhancements and investments to modernize the NAS. Facilitated collaboration between FAA stakeholders and other contractors to provide the best level of support for my clients. Led the annual review of FAA research activities to ensure an accurate record of all funded research and that those research activities supported strategic FAA objectives.Enterprise Analysis Experience Performed an analysis between FAA’s Research and Development Activities and Project Level Agreement (PLA) Milestones to explore new linkages between data artifacts to help the agency better understand how their research helps to improve the NAS. Conducted an annual review of the operational readiness and feasibility of the FAA’s Operational Improvement Increments to plan and prioritize future work. Forecasted FAA investment plans to give a budget realistic plan for the next 15 years of projects, to help in shape the future of the NAS. Presented analysis and recommendations to FAA Leadership.Data Analytics Experience Manipulated NAS system wide information management (SWIM) data using Elasticsearch into an easily digestible Kibana dashboard.

Creating and managing a budget of more than $300,000Supervised the finance team Served as a leader for about 150 students