Tim Worth Email & Phone Number

Georgetown, TX, US

Redwood City, CA, US

Develop solutions to enhance Player Experience, Employee Experience, and drive P&L results. Responsible for the management and fitness of data elements within EA WWCE. Align CX KPIs across organizations.

Redwood City, CA, US

• Work with the Worldwide Customer Experience Performance Analytics team to develop and support impactful analyses improving overall player experience.
• Collaborate with department executives and subject matter experts to design, develop, and test new and modified reports and analyses based on business needs and functional requirements.

Austin, TX, US

• Improved Financial and Clinical alignment and cost reduction through collaboration with Chief Strategy Officer to develop actionable and repeatable reports, data models, and detailed data analytics.
• Created detailed specifications for report development and deployment in SQL, SSRS, Crystal Reports, MS-Access, Excel, Information Builder, and ‘R’ statistical visualization packages.
• Trained executive staff in utilization of reporting and analytics applications, including SSRS, Crystal Reports, Information Builders, Excel, and ‘R.’

Houston, Texas, US

• Designed, developed, and implemented stand-alone custom business analytics applications and predictive solutions to complex process and data problems for Fortune 100 companies, including Microsoft, Dell, Cisco Systems.
• Directed end-to-end delivery processes from needs assessment to final product installation, ensuring on-time and under-budget delivery.
• Provided extensive support to Chief Executive Officer as an integral member of the Senior Management team of this growing start-up company, resulting in a $1.6M award from Texas Governor’s 2011 Emerging Technology Fund.
• Improved performance and reduced costs through enhancement of internal business infrastructure.

Newark, DE, US

• Researched, analyzed and developed improvements to customer service KPIs for multi-site, multi-channel contact centers.
• Coordinated cross-functional projects to meet departmental and corporate goals.
• Installed and supported an enterprise-wide implementation of NICE speech-recognition and analytics software.

Develop process improvement initiatives for small business, project management of installation and support of business applications

Round Rock, Texas, US

• Directed a skilled team of analysts and statisticians which forecasted customer contact behavior within 5% weekly MAPE for Global Sales, Technical Support, and Customer Service contact centers for 20K agents in 25.
• Designed and implemented cost reducing and revenue generating programs with an estimated annual OPEX and CAPEX savings of over $10M.
• Invented innovative strategies to accurately predict customer contact behavior through utilization of historical data, advanced math, software applications, and predictive analytics.
• Steadily advanced within the organization to positions including Call Center Engineering Program Manager, International Services Planning & Analysis Manager, Contact Center Operations Manager, Tech Support Operations.
• Received dozens of awards and honors, recognized by direct reports, peers and management as an effective, innovative and successful process and people manager.