• Leads team of analysts working on business problems such as reducing digital fallout, improving customer experience, and employee process optimization by utilizing mixed-methods analysis to create solutions based on root cause identification.• Rebuilt Claims Member Satisfaction program strategy to expand self-service tool usage, reduce redundant reports, and provide quantifiable impacts leading to multiple implemented ideas to improve Claims process and experience.• Manage and Develop team expertise through hiring and addressing skill gaps using coaching and mentorship resulting in a 2X reduction time to build recurring reporting.• Established engagement model with various stakeholders and peers in the Digital and Analytics space to ensure correct workflow for requests, prioritization amongst teams, and alignment on strategy.• Ensure metrics created to measure Claims call center performance align to Claims and Enterprise Workforce Management standards and are sourced from the most appropriate dataset.

• Delivered project involving a cross-functional team of data scientists, analysts, and engineers working to streamline and improve the call center forecasting process using compliant and IT supported regression models, tools, and business intelligence reports while to produce improving or maintaining forecast accuracy.• Scanned and identified potential risk and compliance adherence gaps resulting in the registration and governance of two User-Developed Applications and the restriction of IT Software Developer roles in granting access to non-owned Business Objects universes.• Collaborated with business partners to develop analytical product strategy and gains alignment from peers and executives for sign-off on scope and methodologies for Major Incident Reporting, Risk Appetite Metrics, and Contact Center Data sources.• Encouraged innovation through both emerging and existing methodologies, such as an opportunity to use naïve modeling methodologies to speed time to market when faced with limited historical data and modeling approaches. • Scans and identifies potential Model Risk Management and compliance adherence gaps resulting in the registration and governance of two User-Developed Applications and one model not previously identified by business partners. • Coaches business partners to develop analytical product vision and gains alignment from peers and executives for sign-off on scope and model selection. • Encourages innovation and collaboration which led to proposal for naïve modeling methodologies to speed time to market when faced with limited historical data and modeling approaches.

• “I feel she genuinely cares about my career progression and proactively looks for ways to help my grow”. – Gallup Employee engagement in the 90th percentile. • Built strong partnership with customers by meeting each week to prioritize work requests, reducing escalations and missed requirements. • Established domains of ownership for analysts to drive accountability resulting in 64% increase in completion rates with 89% in Service-Level Objective. • Coached employees using weekly one on ones and immediate feedback leading to two employee promotions and one spot-bonus.

• Initiated, planned, and hosted an inaugural 2-Day Data Hackathon with the results being used to fund investments in Hadoop, and new digital capabilities. • Created design of experiment and analyzed large data sets in SAS using cross-channel analytical database to measure impact of employee education efforts on customer channel usage. • Bridged gap between data and agile teams to ensure measurability written into acceptance criteria bringing about a redirection of funding to more impactful efforts.• Briefed Bank and Contact Center Executives on identified gap in business knowledge of drivers for bank calls leading to reprioritization of Bank Digital efforts.

• Agile Product Owner for multiple projects with budgets exceeding one million dollars including adding a self-service functionality serving over 9500 customers over a ten-week run time• Established data quality standards and reports to measure channel success allowing leaders to quickly identify and refocus team efforts on highest value opportunity.• Led effort to improve Natural Language Processing (NLP) utilized by IVR system through tuning resulting in a 1% increase in overall accuracy across menus

• Utilize Verint Speech Analytics platform to data mine calls for relevant information around customer experience and process improvement opportunities. • Partner with various organizations across the company to change policy and procedure based on voice of the customer, both internal and external.• Contributed to process improvement recommendations for a potential savings of over 400 FTE in the past two years.• Coach and mentor group of analysts. • Assist in long and short-term planning for the area, metrics and reporting, and execution of directives from management.

• Facilitated expansion of Quality Control tools and processes across banking call center while actively seeking opportunities to refine and improve processes within the department. • Assisted in implementation and expansion of quality program across the company. • Participated in projects across the company related to quality including the implementation of Verint Quality Monitoring and Speech Analytics software.

• Resolved moderate to complex escalated member situations.