Pensacola Metropolitan Area
I lead an Analytics and AI support team at the intersection of operations, member experience, and emerging technology with a focus on turning complex data into scalable systems that drive real business outcomes. Let's connect and learn something from each other.
Leading a combined Business Intelligence and Data Science organization driving analytics, machine learning, and AI strategy for contact center operations. Directing a team of data scientists and senior analysts operating as a strategy and innovation hub, delivering both high-impact production solutions and forward-looking R&D initiatives Led development of hyper-personalized routing and cross-skilling models, reducing call transfers from 22% to 15%, improving member experience and operational efficiency Driving enterprise adoption of AI and agentic AI solutions, reducing time spent in performance management tools and enabling staff to focus on member interactions over manual analysis
• Uncovering new insights on our members and workforce using statistics and experimental design. • Driving those insights through enterprise scale production pipelines to realize quantifiable gains in efficiency and our member's experience. • Connecting to the right people to make the above two responsibilities possible.
• Solves problems using data-minded tools, statistical modeling and a desire to communicate. • Develops and deploys in-production models directly impacting member interactions with the contact center and encourage positive interactions. • Adept with both structured and unstructured pipelines for model development and deployment throughout a consistent development cycle. • Organized an Experiment Design Program that uses the agile framework to encourage different business units to lab operational ideas, champion new procedures and fail fast.
• Managed city-sized data sets used to characterize regional economies and identify effective compensation strategies. • Developed unique labor market solutions for cities, counties, and school systems using as many analytics add-ons as I could find with Excel and coding the rest by hand. • Created data visualizations to tell dynamic market and internal compensation stories. • Communicated those stories to City Managers, Council Members and State officials around the country.
• Applied powerful econometric techniques to the first large-scale rigorous evaluation of the Florida Bright Futures program. • Created reports that required joining of several disaggregate state databases.
• Applied powerful econometric techniques to the first large-scale rigorous evaluation of the Florida Bright Futures program. • Created reports that required joining of several disaggregate state databases.
• Collected nuanced labor market data to measure economic indicators for employment and utilization of energy efficient technologies. Internalized and concisely depicted the necessary information to business owners across the country. Modeled team efficiency of contract completion rates during projects down-times that led to shuffling team assignments.