Contract work for Expedia Group

Managed the entire Dell Adobe Analytics program globally, supporting multiple business units across IT, Client Solutions, Global Services, Global Marketing, Infrastructure Solutions, Global Sales and Operations, Finance, Security, Legal and Human Resources. Supported over 3,500 direct Adobe Analytics users across the company and several thousand more Dell team members using our downstream data from other analytics sources like Hadoop and Dell Data Lake (CIP). Implementation of hundreds of custom variables every year supporting data collection for new sites and site changes.• Established a Governance process for Consent-Restricted Data Solution, leading a cross-functional team and preserving Adobe Analytics status as an essential cookie, maintaining visibility of limited consent-restricted variables and ensuring compliance with GDPR and other regulations.• Consolidated two separate complex Adobe Analytics implementations for Dell and EMC after company merger, using dual tagging on EMC, resulting in no data disruption during this year long project• Managed vendor relationship with Adobe for Analytics and Target including strategic initiatives as well as support issues, feature requests and roadmap reviews• Partnered with our Procurement team, Legal and Vendor Management Office in negotiating multimillion-dollar contract renewals for Adobe Analytics and Target as well as Professional Services• Supported the Google Campaign Manager marketing migration, including new Adobe Analytics variables and classifications, resulting in improved tracking and more accurate insights for marketing• Assessed all new Adobe Analytics products and integrations, assessed proof of concept and investment ROI, determining which products would bring valuable enhancements like Customer Journey Analytics

Developed a new role focused on reducing website friction, prioritizing efforts based on negative impact to customer satisfaction (CSAT). Analyzed user behavior and data correlations to identify areas of improvement, recommended scalable solutions, and partnered with developers to enhance the online customer journey. Resulted in a significant increase in CSAT and improved overall customer experience.• Conducted groundbreaking analysis to quantify the negative impact of website errors and slow performance on customer satisfaction and support interactions• Collaborated in the creation of the End-to-End Frictionless Metric and weekly reporting in Adobe Data Workbench, tracking the percentage of site visits with no errors or performance events• Partnered with the Digital Tools Team to pull site error and performance event data from Tealeaf into Adobe Data Workbench to enable multi-channel analysis and weekly friction event exports• Developed multiple Data Workbench Dynamic Workspaces to identify areas of opportunity and prioritize site friction reduction; working directly with Engineers and Business Stakeholders to identify and reduce top customer impacting issues

Developed Global Public and Large Enterprise Care and Order Processing Planning Team – Site and Role Forecast Drilldown Allocation Process, supporting 2400 Agents and 8.8 million annual transactions• Created Federal order processing headcount optimization model which allowed the business to evaluate multiple staffing scenarios including costs and capacity balancing to proactively plan for the forecasted spike in demand in Q3; optimization model was highlighted in a conference in Boston • Worked directly with finance to provide a cost center breakdown of the Care and OPs forecasts, allowing them to link these totals to actual costs and reconcile numbers versus the financial plan

Supported the Global Large Enterprise and Public Marketing team, empowering them to make data informed decisions by providing them with extensive analytics, business insights, trend analysis, and recommending business changes. Set up and trained a new six-member marketing analytics team to support.• Helped the Premier merchandising team drive an incremental increase of $3.8 million of direct revenue and $0.8 million in margin through Premier planning and targeting in the first 6 months of this program. Q3 results were up 186% over Q2• Generated the eDell three-year business case for Large Enterprise Premier Merchandising, working with Public and Small & Medium Business to ensure a unified and combined methodology/view• Identified gaps in operational analysis and reporting to help drive lead and pipeline improvement and measure website performance

Directed Quality Team business requirements for process enhancements to next generation content management system of Dell.com including Next Gen Quarterly Headcount forecasting tool.• Conducted website quality audits during wip stage for product launches, articles and press releases• Developed Global Online Quality Manager capacity model and completed detailed time study• Created “Keep the Lights On” strategy for iPerceptions program support reduction

• Primary developer, administrator and sustainment manager for the entire Global Online customer feedback survey portfolio• Directed overall survey strategy for Global eCom and eSupport including survey revisions to make user feedback more actionable• Developed and established standardized publication of Global eCommerce and Global eSupport User Experience scorecards• Responsible for User Experience performance metrics goal setting in both eSupport and eCommerce• Represented Global Online organization as subject matter expert on the Global Customer Experience extended team• Completed eSupport “Could Not Find Solution” verbatim analysis, which was the foundation for the “Guided Path” initiative• Provided the Corporate Strategy Team and Board of Directors with customer experience trend performance numbers and analytics• Mentored Black Belt Six Sigma Project #29797 DHS World Class Ramp Reporting and Profitability Improvement, Project Lead - Chris Chaffin, Certified 12/13/2007, Savings - $3,125,208

• Partnered directly with the global reporting team to develop the Automated New Hire Ramp Reporting completed in Q1 of FY’06• Responsible for the weekly compilation and publication of the Executive Business Review and the Consumer Sales Metric Deck• Supported BSD transactional team New Hire Ramp efforts in an advisory role, sharing best practices, reporting and analysis• Developed the New Hire Ramp financial productivity methodology and weekly reporting including year over year comparisons • Created the first ever weekly Site Level New Hire Ramp Performance Reporting for Consumer Sales – FY’05• World Quality Day Semi-Finalist, Project 3118 - one of the top 17 Green Belt projects in the FY’05 Global BPI Competition• Mentored 5 of the 19 completed Green Belt BPI projects for Consumer Sales in FY’05, representing $4,069,230 in savings• Project Manager for the Call Every Customer Outbound Pilot – Q2 FY’05

• Green Belt Six Sigma Certification - Project 3118, Reducing New Hire Ramp Time FY’04 – Q4• Completed Comprehensive 100 Week New Hire Ramp Analysis including historical ramp modeling by location and sub-queue• Developed the management tool “Weekly Ramp Report Generator” for rep level ramp reporting and published on a weekly basis• Key developer and facilitator of Nashville’s New Hire Transition Queue program, validated ROI of program for all sites• Created the Sales Coach Weekly Recap to measure the financial impact of coaching, supported on a weekly basis• Responsible for the on-boarding and training of more than 40 Sales Coaches during tenure• Developed Sales Coach program monthly financials and validated methodology with finance team and statistician