Consulting & Career · Résumé
Digital Optimization Strategist · Also known as Mio · Portland, Oregon
Digital optimization strategy. Better customer journeys. Clear business decisions.
I’m a Digital Optimization Strategist with more than eight years of experience across Nuance, Microsoft, and HCLTech. I connect customer experience, data, conversational technology, and practical AI to identify friction, measure what matters, and turn evidence into better digital experiences and business decisions.
Average handle time (AHT), first contact resolution (FCR), contact volume, resolution rates, and agent performance. Understand how the measures relate, including the tradeoff between a shorter interaction and a resolved issue.
Customer satisfaction (CSAT), Net Promoter Score (NPS), and feedback from surveys and conversations. Connect what customers say with what happens in their support journeys.
Ask the right business questions, examine drivers and patterns, and turn findings into recommendations. Use IVR, routing, speech recognition, and conversational AI knowledge to interpret the experience.
Python, SQL, Power BI, automation, data workflows, conversational AI and AI-assisted web development are tools in my broader digital optimization practice. They support customer-experience investigation, measurement, diagnosis and implementation; they are not a separate engineering service line or professional title.
Built and used Python, SQL, Power BI and data workflows to investigate production behavior, automate recurring analysis and translate technical evidence into recommendations for customers, product and engineering teams.
Built neal-vazquez.com and related tools with AI assistance using TypeScript, React and Next.js, including analytics dashboards, contact flows, data integrity checks and player-facing utilities.
With Codex, isolated a concealed required-field failure, verified a normal-UI workaround and documented the observed state, expected behavior and regression checks for a provider development team.
2025–2026
Enterprise conversational AI and customer-experience analytics. Dialog, intent, and NLU evaluation, topic modeling, KPI frameworks, and executive communication.
2023–2025
Customer-experience analytics and Power Platform adoption. Power BI reporting, Python automation, data workflows, and adoption and engagement measurement.
2018–2023
Analytics and optimization across virtual assistants, live chat, IVR, call routing, voice biometrics, and speech recognition. Measurement strategy, SQL and Python workflows, and reporting that connects customer interactions to business decisions.
2017–2018
Combined LA / Westside MLS · Beverly Hills, California
Collaborated with marketing, product, R&D, and systems teams to deliver marketing assets, social media content, and high-visibility real-estate insights & reports for real estate professionals in the Combined LA / Westside MLS region.
Master of Information and Data Science
2024
Berkeley profileBachelor of Arts, Philosophy
2014
Windsor.ai
2026
Windsor.aiExplore a synthetic contact-center case study covering AHT, a seven-day first-contact-resolution proxy, missing data, and follow-up windows, alongside website SQL and data integrity checks.
View the SQL showcaseBackground across contact center technology, customer engagement, analytics, and executive communication.
Explore my experienceAn approach to defining useful metrics, understanding customer friction, and turning analysis into practical improvements.
Explore my approachEmployer and university names and marks identify my professional and academic history. They do not imply endorsement, sponsorship, or a current employment relationship. Dates are shown by year.
