Experience

• 

  Higher Oak

  • Baltimore, Maryland, United States

  • Customer Experience (CX) Advisor

    • Mar 2024 - Present
    • Baltimore, Maryland, United States

    I advise and lead CX implementations for clients, including Text Analytics and Social Media products.

• 

  Medallia

  • United States
  • Software Development
  • 700 & Above Employee

  • Data Analytics Solutions Servicing Lead, North America (Director Level Role)

    • Feb 2023 - Mar 2024

    I led client servicing for Medallia's Artificial Intelligence products (Text Analytics, Action Intelligence, Social) for the NORAM region. Leading a team of 11 full-time employees, I focused on generating client value by delivering customer insights and driving operational excellence by developing guidelines to streamline account servicing processes. Through the development of best practices, I empowered our clients to make informed data-driven decisions that drive business outcomes.I played a key role in partnering with the product team to shape the evolution of our AI products based on customer feedback. By contributing insights and requirements, I helped ensure these products met the evolving needs of our clients.

  • Senior Manager, Data Analytics Solutions

    • May 2022 - Feb 2023

    Text Analytics and Social Media servicing lead for US-East and Canada accounts, managing a team of 5 FTE.

  • Text Analytics Program Manager, Professional Services

    • Feb 2020 - May 2022

    Text Analytics Subject Matter Expert for public sector clients, delivering analyses, guidance and best practices on deriving actionable insights from customer feedback. I led the implementation of 3+ Text Analytics projects concurrently, ensuring the seamless execution and satisfaction of our clients.

• 

  Prime 8 Consulting

  • United States
  • Business Consulting and Services
  • 100 - 200 Employee

  • Product Manager (Rapport)

    • Nov 2016 - Feb 2020

    Product Manager of reporting analytics for Rapport, a SaaS-enabled application designed to facilitate continuous engagement between companies and their employees through survey data. Collaborating with a multidisciplinary team consisting of UX researchers, survey experts, and software engineers, I aligned the product roadmap to customer feedback and business objectives. My responsibilities spanned the product life cycle. Working with data engineers, we shaped the database schema to support our reporting requirements. Additionally, I helped refine Machine Learning (ML) training sets for natural language processing (NLP).

  • Reporting and Analytics Manager

    • Nov 2016 - Feb 2020

    I led reporting and analytics for Microsoft's annual Keynote conference. I informed strategic decisions aimed at maximizing conference attendance and revenue by developing and measuring Key Performance Indicators (KPIs), generating revenue forecasts, and crafting data models and reporting visualizations in Power BI.

  • Data Analytics Project Manager

    • Aug 2015 - Nov 2016

    I led data analytics initiatives for marketing campaigns promoting Microsoft Products. Leveraging my expertise in data analysis, I developed dashboards and conducted analyses to assess the effectiveness of marketing campaigns to inform strategic decision-making. I developed KPIs for ROI assessment, building dashboards to visualize campaign performance metrics, and providing actionable insights to stakeholders.

• 

  Accenture

  • Atlanta, GA

  • Senior Consultant

    • Feb 2012 - Jul 2013
    • Atlanta, GA

    Team leader on an engagement at a national bank, focusing on enhancing the efficiency of their Loan Modification Program. Through daily collaboration with client teams and building detailed process mapping including identifying operational bottlenecks, we recommended measures that resulted in improvements to program efficiency.

• 

  PwC Consulting

  • McLean, VA

  • Experienced Associate, Financial Services

    • Jun 2009 - Feb 2012
    • McLean, VA

    As a lead member on FDIC Assisted Failed Bank Acquisitions engagements, I developed and implemented processes for tracking and reporting banks' reimbursable loss activity in accordance with FDIC contracts. This involved analysis of financial data and collaborating with multi-disciplinary teams to ensure accuracy and compliance. Additionally, I participated in responding to RFPs, contributing to the team's success in securing multiple wins.

• 

  BearingPoint

  • McLean, VA

  • Analyst

    • Jul 2008 - Jun 2009
    • McLean, VA

    While consulting for a Government Sponsored Enterprise (GSE), I developed training materials on the Home Affordability Modification Program (HAMP) for bank servicers to ensure accurate management and reporting of pool and loan level activity. Additionally, I supported the client team in implementing a new loan management platform, contributing to the successful adoption of the new system.

• 

  Nortel Networks

  • Cary, NC

  • Marketing Analyst/Intern

    • Jun 2007 - Aug 2007
    • Cary, NC

    Leveraged data analysis to enhance the effectiveness of marketing campaigns, identifying key insights to optimize targeting and messaging strategies. Additionally, I helped with content creation for campaign deployment, ensuring that messaging resonated with target audiences across various channels. I also worked on policy manuals, aimed at standardizing marketing efforts among employees, partners, and customers, fostering consistency and alignment across marketing activities.