Walter Duncan Email & Phone Number

South Jordan, Ut, Us

Sigma Gen Solutions was born from a deep commitment to empowering businesses through cutting-edge technology and data-driven strategies. With over 25 years of leadership in analytics, AI, and Lean Six Sigma, I recognized the immense potential of no-code and low-code solutions to revolutionize the way businesses operate. What started as a vision to amplify, automate, and accelerate growth has now become a reality. Today, Sigma Gen Solutions partners with companies to unlock their full potential, streamlining processes and driving sustainable success through innovation and expertise. We're committed to helping you make technology a key partner.

Dallas, Tx, Us

Lead Generative AI integration for Consumer Mass Markets.• Develop vision and strategy.• Optimize and enhance existing processes.• Identify and unlock new opportunities. • Manage Director teams in business strategy and technical execution.• Develop business cases for Generative AI focus and funding. • Create, collaborate, and consult on Generative AI use cases.• Implement targeted tactical solutions and enablement.• Manage vendor resources.

Dallas, Tx, Us

• Manage Director led teams in data engineering, analytics, data science, NLP, automation, and benchmarking.• Survey millions of customers per year to guide episode related CX and partner to inform product design tech.• Own insights, targets, and planning for top level CX metric: NPS• Create recurring Board of Directors materials for Customer Experience.• Manage vendor relationships for acquisition of data and delivery of programs.

Dallas, Tx, Us

Inspire, lead and grow a geographically distributed team of data scientists empowering AT&T Broadband with predictive modeling, segmentation, and other analytical insights. Support partners in product, strategy, retention, marketing, customer care and other vital business functions. Develop and scale operating models and processes. Uncover and socialize data driven insights. Deploy solutions both on-prem and in cloud. Develop and analytics strategy and roadmaps. Promote and enable digital transformation.

Dallas, Tx, Us

Hire and lead team of superstar data scientists empowering AT&T Broadband with predictive modeling, demographic/psychographic/behavioral segmentation, and analytical insights. Support product, strategy, retention, marketing, customer care and other important functions. Deploy solutions in both on-prem and cloud based platforms.Own reporting and analytics roadmap for Broadband organization. Organize and guide Broadband analyst community.

Dallas, Tx, Us

Hire and lead team of principal analysts, supporting Digital, Retail and Care with insights and predictive modeling. Specialize in regression, neural networks and other machine learning methods. Primary tools used are SAS, Python and R.Steer Analyst Community with over 300 members across multiple business functions. Organize hackathons, forums, development opportunities and networking events.Key Achievements Include:• Developed customer prospecting model and tool generating $100M per year in revenue.• Created model identifying 100k monthly customers with 80x background churn propensity.• Engineered model to quickly identify customers with increased churn propensity over next 7 days.• Organized two hackathons resulting in over $100M in identified profit opportunity.

Dallas, Tx, Us

Direct teams focused on analytical insights, A/B testing, customer satisfaction and statistical process control. Administer initiatives tracking and analysis program including methodological reviews, results evaluation and submission process. Provide team bench strength for difficult ad hoc problems. Coach and mentor dozens of projects per month. Oversee reporting and strategic insights for executive clients.Key Achievements Include:• Identified $50M per year in call center waste.• Identified $6M per year in call rerouting opportunities.• Created automated statistical process control analysis.• Developed repeatable root cause business intelligence for operations officer.• Conceived of and implemented use of AI for uncovering customer journey insights.• Improved initiative program efficiency by 93% and tracking accuracy by 100%.

Estero, Fl, Us

Analytics pro, directing insight and process improvement for $2B business unit.Direct teams of process improvement analysts across the largest region in the company. Over 100 improvement projects completed annually. Define strategic operational metrics and drive performance through business intelligence and data science. Create and implement process optimization tools. Influence strategy and corporate thought through service on executive committees. Oversee training in statistical analysis and process improvement.Key Achievements Include:• Broadly improved customer sentiment by leveraging NPS data and predictive modeling.• Trimmed $25M annually from rental lot labor through scheduling optimization.• Rapidly improved call center queue time using business intelligence and queuing optimization.• Mentored dozens of managers through Six Sigma Green Belt certification.• Oversaw program certifying 70 Six Sigma Yellow Belts in under 12 months.

Us

Regional Business Unit Quality Manager providing Lean Six Sigma, data science, internal consulting services and project leadership for fixed route public transportation company.Direct and develop all initiatives designed to improve the quality of services offered by the regional business unit. Facilitate regional business unit planning with the development and maintenance of strategic analytical tools including predictive models, simulation, and optimization. Define, measure, and analyze critical metrics to drive business focus. Collaborate interdepartmentally to make strategic recommendations regarding definition of new markets, pricing policy, and customer satisfaction. Manage projects in fundamental business areas including on time service reliability, budget, and operational excellence. Gather and incorporate user requirements into new and existing tools. Serve as business and analysis consultant to other regional business units and departments. Advise in planning and structuring activities. Develop training curriculum.Key Achievements Include:• Achieved $60k annual savings by reducing service interruptions 28% through Lean Six Sigma.• Realized 11% service increase by employing no cost solutions discovered through data analysis.• Recovered over $90k annually through 30% claims reduction driven by business analysis.• Saved $100k annually by realigning scheduling to match demand through optimization. • Conceived and developed innovative connectivity measure and created software tool user spec.

Salt Lake City, Utah, Us

Provide service leadership for large privately owned transportation company operating over 2000 units and generating over $500 million in revenue.Lead national service operations to meet on-time commitment. Manage national customer service team. Supervise call center operation. Oversee escalated problem resolution teams. Proactively coordinate with other departments to mitigate new account startup issues. Serve on Management Action Committee. Develop and execute strategic planning and restructuring. Oversee training curriculum. Manage multiple projects in the areas of technology, claims, and continuous process improvement.Key Achievements Include:• Managed IT project reducing electronic data transmission errors by over 75% at no cost.• Added $325k in annual profit by developing protocols to retain new customers.• Optimized service delivery to raise levels by 5% pts in under 2 months at no extra cost.

Bonn, De

General Manager ensuring operational excellence of the largest DHL service cluster in the Western U.S.Lead highly successful performance of multisite service center operation with $30M operating budget and P&L responsibility. Direct 200 pickup and delivery drivers. Leverage data to drive business results. Facilitate important safety, security, and regulatory compliance programs. Manage vendors and facility maintenance. Direct 4 operations managers, 1 office manager, 13 bargaining unit office & call center personnel, and 21 bargaining unit dock personnel. Manage projects with notable achievements in international shipment analysis, capacity-planning, and regional improvement of service delivery.Key Achievements Include:• Grew revenue 20% in less than 12 months from San Fernando Valley to Ventura border.• Quickly cut defective delivery attempts by 14% regionally through use of monitoring and metrics.• Dramatically improved station audit performance from 60% to 90% during consulting assignment.• Invented freight mix logistics analysis tool used throughout company for aircraft size optimization.• Improved pickup & delivery service reliability by more than 30% across multiple service centers.• Facilitated integration during merger of Airborne Express and DHL.• Created process and measurements for international shipment monitoring during merger.Prior positions held:Field Services Supervisor

Atlanta, Ga, Us

Supervise facility engineering of 300 thousand sq ft warehouse with over 600 drive and belt systems.Responsible for facility related operations of the Salt Lake City hub, airport, and satellite buildings. Control purchasing and manage multi-million dollar inventory. Supervise facility maintenance and mechanic workflow. Research and develop improvements to shipment cycle through building. Design, present and manage plant-engineering projects. Manage vendor compliance. Act as liaison to operations and industrial engineering departments. Ensure environmental, OSHA, and other regulatory compliance. Focus solutions around design improvements.Key Achievements Include:• #1 rank out of all 64 districts on monthly scorecard for several months of 2000 and all of 2001.• Used process analysis and inventory techniques to reduce annual cost by over $80,000.Prior positions held:Sort Operation SupervisorIncompatibles Operation SupervisorSort Team LeadLoad Team LeadLoader

Master Of Statistics, Business Statistics

Bs, Mathematics