• Joined operations team as customer contact analytics expert in support of their contact center digital transformation to Amazon Connect (AWS) • Identified major barriers to analytics process and worked across organizations to make previously siloed data available to operations management • Built simple dashboards to answer key business questions; solved perennially open questions in weeks • Aided data engineering team in solving data retrieval issues from data lake; creating both short-term work arounds and long-term solutions • Created a practical analytics roadmap to quickly move analytic work from desktops to cloud using the concept of minimum viable product (MVP) • Embedded myself with contact team to understand their processes and problems, identifying and documenting areas where analytic insights were most necessary and achievable • Empowered and facilitated operations teams to get involved in data exploration and visualization, allowing data scientists the opportunity to focus our skills and better communicate across teams • Worked as part of a team to classify text transcriptions of customer calls • Self-taught key Natural Language Processing (NLP) skills for project, going from limited large text experience to competent practitioner in weeks • Manually built an ontology of “call types” and associated key phrases and words • Cleaned, organized, and structured call transcripts for NLP analysis • Created Latent Dirichlet Allocation (LDA) topic model to classify call transcripts by call type. • Supported design of prototype chat bots using previously built ontology to generate responses and text transcripts to simulate real customer questions and responses. • Designed and administered A/B tests for contact mailers, emails, and customer portal features. Analyzed and delivered results regularly.

Goji | Jan 2018 - Nov 2018

Data Scientist

• Part of a small team that worked directly with leadership and C-level stake holders • Worked and managed a variety of analytics projects from inception to completion across the organization • Created pricing model to help with the purchase of high-quality customer leads in personal insurance • Deconstructed insurance lead and customer data to identify valuable customers and sales trends • Built segmentation models to identify cross selling opportunities with already existing customers • Analyzed employee productivity and psychometric data to improve sales and retention • Designed rules and regression algorithms to predict lead and sale volume to improve business performance in real time • Supported and mentored junior members of the analytics team

Liberty Mutual Insurance | Oct 2014 - Jan 2018

Data Analyst

• Helped business clients develop technical requirements for new reports and analyses • Turned business requirements into accurate and high-quality functional data sets and reporting tools • Communicated across and between business and technical teams daily to reach consensus • Modeled new data from disparate sources and integrated that date into larger data warehouses • Supported the design and construction of a data warehouse for predicting and investigating fraudulent claims • Tested, supported, and maintained data warehouses across claims and other business portfolios in personal insurance • Worked in a flexible agile environment in various roles with a wide range of responsibilities (ETL development, QA testing, data modeling / design, data analysis, and project management) • Aided in the adaptation of new Big Data and NoSQL technologies and workflows into existing processes and data systems • Solved complex data problems using a variety of creative tools, techniques, and technologies

My Education

Take a look at my formal education

University of Massachusetts Lowell

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