Developing Cutting edge AI products from our Anna Software, responsibilities include • Product development design to implementation• Data Science and AI• Behavioral Research Working in close concert to our clients and all internal constituents for product development and implementation.

Leading the talented team of Analysts and Scientists to research better communication paths and work flows in contact center operations.

Developing machines to take over the world. As leader of AI in the CallMiner Research Lab and for the company I am fortunate to work on the cutting edge of NLP and the AI of Human to Human interactions for a SaaS company. Some of the stuff i am doing right now includes:Leading the AI research arm in a SaaS company. This is probably one the most agile roles one can imagine. Not only do we need to see 18-24 months in the future, but also react to the industry today. Guiding the team to work on the revenue potential opportunities while forging strategy It is an incredibly rewarding role. Made even more so with such a wonderful team.Growing the Data Science Consulting Services practice. This is our team that takes the AI to the streets, consulting with our clients to build bespoke models, uncover insights, and help our clients succeed in new ways through our expertise and intelligence.Also, I am proudly the executive champion of the Diversity, Equity and Inclusion initiative. Working with a diverse group pf people to help evolve our company from the inside and out.

A global operations team leader responsible for five main areas of operations which all converge on improving operational performance across all sites and geographies.Speech Analytics: Changing the DNA of our operations through an analytical team that leverages speech analytics technology to drive operational change, increase modeling effectiveness, and drive behavior change for optimal outcomes. Responsible for more than $12 million in revenue increase in 2016. Recognized for innovation and leadership in the speech analytics industry receiving four awards for innovation and excellence in 2016 and 2015.Help Systems: Designed and implemented a WIKI based help system which had changed knowledge sharing in the organization. A 21st century solution designed for millennials, which can deliver relevant information on demand to our operations that increase compliance and offers best practice sharing in a real time environment. Leadership Development & Coaching: Built and lead a large team skill based coaches that is growing our line and mid-level leadership skill in our India site. Driving leadership change through strong operational leadership skill, this team leads by example, and has been very successful. In 2016 increasing performance of focus teams key metrics by approximately 40% Operations improvement: Manage the largest revenue producing function in our operations, increasing performance in 2016 by more than 20% through leadership, management, and approach to work flows. Building a sustainably optimized environment that consist over performs expectation. Resource for complex operational changes: Go to resource for complicated operational issues that need a sustainable resolution. Selected to create medium to long term solutions for complex operational needs. Involving inventory, assets, and operation performance, to change behaviors, approach and improve KPI’s.

Skip Tracing and Data Acquisition: Developed improvements in our data acquisition strategy and process, adding new data vendors, improving compliance and reducing error rate through better data. Solving for compliance in TCPA and FDCPA dialing through better data modeling and robust data scrubbing across nearly 500 million unique records. Led to a 4x improvement in contact ability and Right Party Contact rate.Speech Analytics: Procured and launched the Speech Analytics team in Encore. Created the award winning approach to achieve ROI through call text analytics and pattern detection. Delivered over $4 million in revenue improvement in first year.Operational Initiative Leader: Provided strategic direction to seven operation improvement initiatives, guiding and tracking the project’s success to achieve a 50% improvement in entire organizational effectiveness which is on track to grow collections revenue by a gross 42% by 2018

Designed, built out and led the quality assurance team. Built a strong and unique QA team that was seen as a partner to the business, resulting in substantial increase in compliance through collaboration and partnership. From inception to today the compliance rate improved from ~30% to a sustained 98.4%. Seen through external issuer and regulatory audit as an industry beacon, and a strength of the organization.Designed statistical sampling model, and call testing schema that ensured absolute compliance while providing feedback in a collaborative way.Changed the nature of the entire enterprise from revenue first to a balance between revenue and compliance, with no collections impact.

Led domestic operations in multiple geographies accounting for 30% of the total collection of the company.Grew Collections in Debt Settlement collections team from $20M in 2011 to over $55M at its highest point. Performance and cost improvement resulted in a cost to collect of ~3% of the overall cost to collect. Created a Consumer Credit Counseling collection team that resulted in $3.6M in collections in the first year.Managed cost reduction from 25% in 2011 to less than 15% in 2013 in part though improving performance, stronger compensation plans, and appropriate moving of specialty business to lower cost sites.

Tapped to lead the effort to transform Accent from a call center to an Engagement Marketing company. Created a successful approach to leverage and integrate social medial, call center, and brand management to create a robust data driven approach.

Leader of the global sales division for electronics, and consumer goods. Won large $8M contract for global support of a major computer manufacturer. Guided the launch of support in two off shore facilities.

Led the publicly traded 1,400 employee organization, at the time one of the largest business process outsourcers in South Africa. Expanded the international customer base by adding 5 new off shore clients in 3 geographies.Reduced cost structure by renegotiating contracts on IT and leasing entities.Developed a first world servicing strategy that was seen as a beacon for domestic clients helping to develop several new business lines including Political, Internet, and Transportation.Restructured the business to increase efficiency and run in a more lean and nimble fashion.

Managed the call center network for credit card acquisition in the prime and super prime business lines. Assessed the supplier network for performance gaps, removing under performing suppliers and securing new partners. Created ongoing inspection of suppliers through a strong audit process. Managed annual operations budget of over $20M.Improved acquisition for 35% to 60% in six months through a targeted strategy of new suppliers and dedicated team to drive performance using a champion challenger model.Delivered 107% of revenue targets and exceeded new accounts targets by 20% Managed global supplier network from Asia, domestic to South Africa.

Promoted to manage the marketing and analysis of the operational aspects of multiple lines of credit card products including insurance, credit reporting and account merchandising.Improved product performance through operational analysis of card activation calls from $300M to $1B annuallyLed supplier network in multiple geographies.Created merchandising strategies to double the NPV of the statement insert business.

Led a team of 30 call center agents and two supervisors to exceed all targets consistently top team in the site in every KPI, including account cross sales.

Led the Del-Mar-Va region in the acquisition and funding of residential mortgages, top 10 producer nationally, recognized sales leader.

Managed a branch with $12M in receivables, from acquisition to collections with full P&L responsibility.