AI and Product Innovation- Leading the development and implementation of Generative AI use cases for Chase Travel products and service organizations. Leveraging AI to automate processes, generate comprehensive data, and consolidate actionable insights to reduce operational costs, enhance revenue margins, and unlock new revenue streams.Service Center Analytics- Serving as the analytics lead on a major project to revamp cxLoyalty’s call centers, focusing on elevating customer service levels. Reporting key performance metrics such as Net Promoter Score (NPS), First Call Resolution (FCR), and agent performance. These reports inform agent training, amplify customer feedback, and support executive updates for the Chase Travel's Chief Operations Officer.Product Marketing Analytics- Overseeing the creation of marketing analytics tools to measure user engagement with digital platform advertisements. Utilizing data-driven insights to guide strategic initiatives aimed at increasing click-through rates and conversion percentages.Data Science- Developing advanced personalization models that analyze flight and hotel search and booking histories to segment customers based on price sensitivity and destination preferences. These models enable cxLoyalty to offer tailored customer experiences and identify high-value luxury customer segments that drive significant revenue.

Lead analyst for United Airlines (UA) field sales generating over $4B in annual sales and supporting over 200 global corporate customers and travel agencies. Led cross-functional projects with network planning (NP) and revenue management (RM) to identify opportunities which allowed field sales to better engage and support corporate customers. Served as a key figure in driving a cultural change amongst field sales and shifting to a performance-based culture at UA. Developed corporate and agency performance dashboards that supported the sales organization and became integral in providing the analytical support for competitive business tactics, leading to market share improvements for UA. • Leading sales strategies in New York and Washington D.C. that resulted in increased market share.• Launched training programs for all field sales and successfully trained over 100 sales managers and sales directors on newly developed PowerBI and SpotFire reports highlighting market share and revenue performance. • Generated recovery trackers/models for corporate travel post COVID-19, which also assisted NP and RM in capacity planning and inventory management.

Managing United Airline’s travel program for 90,000 active employees, 30,000 retirees, and the executive team. Produced reporting tools on employee travel usage for senior leadership to analyze travel trends and its effect on displacement cost to control revenue dilution. Developed a new revenue forecasting model by analyzing employee travel patterns, historical revenue data, and adjusting for seasonality. Other responsibilities included: establishing interline contracts with 90 other airlines, managing vendors, and collaborating with corporate security to minimize abuse of travel privileges. • Led the development of a new forecasting model that managed $100 million in annual revenue and delivered a forecast variance lower than 2% in the first three months of implementation.• Automated 4 internal audit processes, which reduced abuse of travel privileges by 10% within 3 months. • Managed the interline travel program, which comprised 90 airlines working together to establish business travel programs for executive leadership.

Monitored over 40,000 flights to leisure destinations and high yield business markets to Central and South America. Identified and leveraged pricing and inventory opportunities to optimize the fare mix, defined market conditions to enhance the booking curve, and led the overbooking strategies. Implemented strategies derived by analyzing the competitive landscape and assessed pricing environment, capacity, and changes in demand.• Served as the leader of overbooking strategy for Latin RM to maximize Sold-Out Load Factor (SOLF) while maintaining Denied Boarding’s (DB’s) measurements below industry standard, which increased revenue by $55M annually.• Optimized the revenue strategy to improve fare mix, correctly forecast demand, and set overbooking levels, which increased year over year yield performance by 6-7%. • Improved Latin RM’s revenue forecast to optimize the booking curve for various hubs, leading to an increase in revenue by 8% and load factor by 1.5%. • Partnered with other departments, such as Network Planning, Sales, Marketing, and Operations, to coordinate key strategies, which increased year over year revenue by $18.5M.