Oversaw the end-to-end management of incoming customer data, ensuring its accuracy and reliability. Crafted precise calculations and visualizations for customer-facing dashboards, delivering actionable insights to stakeholders. Enhanced customer engagement and satisfaction by refining recommendation algorithms. Skillfully prepared and presented data for customer meetings, facilitating informed discussions and strategic decision-making.

Created queries and dashboards to explain user behavior in the customer service chatbot. Improved NLP understanding rate of users’ support requests from 57% to 82%. Led company-wide hackathon to find optimal locations for the chatbot.

Designed and constructed organization’s data infrastructure from various structured andunstructured data sources. Measured and co-created organizational topline goals. ImprovedSLA on verification workflows from 11% to 90% by identifying understaffed subteams.

Produced analyses for the Media Partnerships team at Instagram by building pipelines tocreate key data tables and producing ad-hoc analysis for specific partners and events.

Implemented new business intelligence platform, optimized customer retention, and balanced game mechanisms.