•Automates existing listening efforts to allow for reallocation of current listening resources.•Provides regular validation analysis of speech analytics output by reviewing developed categories to keep them updated with the current business and customer lexicon.•Analyzes recorded audio and audio-based data sets for critical insights, patterns, and trends for continuous improvement opportunities.•Explores customer interaction experience data and evaluates the cause-and-effect relationship of operational change on customer experience. •Communicates analyses and proposes solutions to the call center.

Assists in research under the mentorship of Dr. Pamela Wisniewski performing systematic literature reviews, collecting qualitative and quantitative data, and using collaborative software to conduct analyses and co-author a submitted but not yet published peer-reviewed publication.

Used electronic media and EF-developed courseware to teach 8131 English lessons to children aged 5-14 by giving remote, one-on-one instructions to an average of 56 students per week. Evaluated student progress and provided ongoing guidance for improvement to both students and their parents.

Responsible for the oversight, training, and leading of student researchers through game user experience research operations. These include the iterative and continuous application of user research, employing observational, experimental, quantitative, and qualitative methodologies to form an understanding of the users’ product requirements in the context they will be used and provide actionable feedback to development teams within agreed-upon timeline and budget constraints.Duties include:-Participant recruitment and vetting-Experimental design using quantitative, qualitative, observational, and experimental methodologies-Actively facilitating usability and playtest sessions-User profiling-Usability assessments-Data analysis-Writing and delivering exceptional reports to clients

Under supervision from QA Lead executes and ran test plans for Cubic software; manually tested audio, visuals, functionality, etc; tracked software defects in the bug database using Jira; participated in scrums and supported the development and production teams as needed; generated status reports and other low-level reports for supervisors or project teams; and applied basic computer hardware knowledge to assist team and project development processes.

Helped work various talks, shows, and workshops throughout the conference. Provided aid to fellow CAs on other events during off time, creating an excellent experience for all GDC attendees.

Answered client questions by identifying opportunities that can enhance user understanding of the products through designing and executing think-aloud usability and quantitative test plans. Ensured client requested demographics by recruiting and vetting 716 participants. Performed analysis and authored 17 reports by collecting data from 255 tests through video recording, retrospective interviews, surveys, questionnaires. This includes biometrics such as eye tracking, facial recognition software, Galvanic Skin Response, Electromyography. Managed defects by tracking, analyzing, labeling, and assigning defects to personnel.Worked on multiple projects including:• Two Undisclosed FPS Games (Jan 2018 – May 2018)• One Racing Game (Apr 2018)• Hack and Slash RPG (Apr 2018)• Launcher Usability Testing (Mar 2018) • Undisclosed MOBA Game (Nov 2017 – Jan 2018)• Real-Time Strategy Game (Aug 2017 – Oct 2017)• Arial Combat Game (Aug 2017)• Educatonal Application (Aug 2017)

Stationed on the USS Michael Murphy, DDG112 out of Joint Base Pearl Harbor Hawaii. Lead and worked with a team of five people dealing with the maintenance, troubleshooting, operation, and network security of the Aegis Computer Suite. • Entrusted with a leadership position directly overseeing the training, qualification, and daily direction of five personnel in the identification, troubleshooting, preservation, and problem correction of workspaces and equipment, leading to a 100% qualified work center.• Scheduled, tasked, and performed the safe, successful, and timely completion of the preventative maintenance on the computer network for the ship’s primary air and surface search and tracking radar and missile system capable of detecting, tracking, and engaging, 100+ simultaneous targets at distances greater than 100 miles.• Managed the budget and logistical procurement, inventory, and issuing of repair parts and supplies.• Organized and lead 300+ personnel in ensuring their personal physical capabilities complied with the Naval fitness standards.