Consulting & Career Services · Résumé
Also known as Mio · Portland, Oregon
Customer experience analytics. Clear business decisions.
I bring more than eight years of experience across Nuance, Microsoft, and HCLTech, connecting customer experience, data analysis, and conversational technology. My work spans call center and digital support experiences, SQL and Python analysis, KPI frameworks, and clear recommendations for business and technical teams.
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.
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.
