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Work Background
CollabryBusiness Anayltics Consultant
Jun. 2024Austin, Texas, United StatesPython, AI data-mining, Process Engineering
CVS HealthManager - Business Analytics
Mar. 2023 - Apr. 2024
MetaSenior Workforce Planning Specialist
Jul. 2018 - Oct. 2022Develop and implement novel technologies and processes for a 40k+ network of human content reviewers + automation technology. Leverage deep understanding of customer experience, contact center operations, and six sigma process improvement, to drive innovation.
DellSenior Customer Experience Consultant
Jan. 2011 - Dec. 2017Round Rock, TXLead Business Intelligence / CX consultant from industry award winning team, responsible for strategic insights driving customer-focused growth strategies with proven ROI analytics in B2B and B2C; Voice of the Customer, Employee Engagement, customer journey mapping, customer lifetime value. #BI #CX #ROI #NPS #EnterpriseIntelligence
DellSenior Planning Manager
Nov. 2006 - Mar. 2011• Managed operations forecasting team for back-office headcount planning, customer service forecasting, and budgeting.
• Led continuous process improvement initiatives resulting in a 15% increase in front-line productivity.
DellProcurement Specialist / Vendor Manager
Nov. 2004 - Nov. 2006• Managed tech support outsourcing for Dell, selecting vendors, negotiating pricing & contracts, and delivering 10+% incremental savings two years in a row.
• Developed & implemented a 'time per resolution' model to improve service partner resolve rates and enhance customer experience.
• Achieved significant cost savings and improved service quality through strategic vendor management.
EDSForecasting & Planning Manager
Jan. 2000 - Dec. 2004• Developed workforce management model using Erlang C and operational parameters to size helpdesk outsourcing bids for entire Company.
• Utilized subject-matter expertise to properly scale new business proposals.
• Achieved cost savings and increased efficiency through accurate forecasting and planning.
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