Philip Kranyak Email & Phone Number

Indianapolis, In, Us

Indianapolis, Indiana, United States

Indianapolis, Indiana, United States

Indianapolis, Indiana, United States

- Collaborate across internal and external client teams on end-to-end project NLU design, delivery, client training, and live production performance.- Build natural language understanding architectures for conversational AI to classify between hundreds of customer intents using tools like Regular Expressions, Excel, LLMs / ChatGPT, Python, & SQL.- Construct training & validation data sets for linear regression and deep neural network NLU AI models to achieve 90%+ intent prediction accuracy.- Analyze model precision and recall in production data to capture unexpected or new customer intents to further drive contacts to our virtual assistant.- Identify, isolate, and document bugs in NLU features to contribute to platform fixes.

Indianapolis, Indiana, United States

Indianapolis, Indiana, United States

Indianapolis, Indiana Area

Indianapolis, Indiana Area

Indianapolis, Indiana Area

Indianapolis, Indiana Area

Bespoke database analyst for the underwriting analysts. Wrote SQL code to automatically populate new tables of monthly required data reports that could then be accessed in hours instead of days.

Chicago, Il

Campaign analyst in a new division of the department. Worked on a structured team with sales, account management, and data ops to manage client campaigns.- Owned and optimized 80 – 100 concurrent digital advertising campaigns.- Queried for ad hoc campaign reporting through MySQL and Hive SQL for Hadoop.- Build campaign insights decks for client performance/strategy meetings.- Conduct 1x1’s and mentor members of the Central analytics team.

Greater Chicago Area

GrubHub Customer Care had numbers.Seamless Customer Care had numbers.I helped put them together to make magic.

Chicago, Il

Data and workforce analyst, in charge of everything that was, seemed like, or could one day relate to a number.- Developed standard productivity metrics and ongoing or one-time reports to measure all aspects of our call center. These reports draw from MySQL queries of our internal database, Salesforce, Google Analytics, and reporting tools from our phone and chat platforms.- Rebuilt and souped up our yearly staffing budget model. Constructed all forecasts for metrics necessary to identify staffing needs for the multi-million dollar budget.- Created forecasts and built all agent schedules in order to maintain daily and monthly KPIs.- Conceived of and constructed balanced agent scorecards to measure teammate success and progress across five different areas.

- First official customer service trainer; built the program from the ground up.- Designed, coordinated, and presented a training program that brought on over 60 specialists in 2011 and over 100 to date.- Built and authored a departmental wiki.- Installed, built, and administered a learning management system.

- Solved problems. These problems were often lapses in communication or mechanical/clerical errors.- Made sure shifts ran smoothly.- Acted as the unofficial co-trainer for much of 2011.

Chicago, Il

- Joined when the number of specialists was still in the single digits so I was able to help define the department as it grew.- Answered high volumes of phone calls, emails, live chats, and tweets from restaurants and customers.

Chicago, Il

Led shifts