Experience

DCM Services
• Netherlands
• IT Services and IT Consulting
• 1 - 100 Employee
• Sr. Manager, Speech Analytics

  • Mar 2021 - Present


Marriott International

• United States
• Hospitality
• 700 & Above Employee

• Manager, Customer Insights

  • May 2015 - Mar 2021

  Lead and coach team of Analysts focusing on development of KPI’s, actionable reporting, call studies, and categories/queries for Speech Analytics Enhance customer experience through voice analytics, using customer insight, identifying root cause and providing recommendation to improve processes and performance, targeted agent coaching and areas of focus to improve customer experience and loyalty. Provides actionable analytics on performance measures and continuous improvement… Show more Lead and coach team of Analysts focusing on development of KPI’s, actionable reporting, call studies, and categories/queries for Speech Analytics Enhance customer experience through voice analytics, using customer insight, identifying root cause and providing recommendation to improve processes and performance, targeted agent coaching and areas of focus to improve customer experience and loyalty. Provides actionable analytics on performance measures and continuous improvement opportunities Develop Nexidia and InMoment categories/queries to identify and quantify business issues, customer, Loyalty, and Reservations pain points, and potential areas for reducing call volume Validate and enhance sentiment analysis using key phrases indicating high effort Define key phrases for Tredence Topic Modelling, creating themes and subthemes Accomplishments: o Created call driver queries to analyze guest concerns with Starwood Integration (Certificate Issues, Merging Loyalty Accounts), Cancellation Policy and enhance cross-sell strategy o Discovered technology issues causing customers landing in home agents’ voicemail. Collaborated with Technology Leaders to disable Ooma voicemail; saving $5.2 million in revenue o Collaborated with Reporting team in developing self-service reporting to all stakeholders in reporting portal o Launched voice, email and chat Surveys, developed training document and trained Operations Leadership on NPS score calculation. Made recommendations for best practices getting results out of trending reports. Coordinated language translations into 14 different languages o Increased Bottom and Top Performers conversion increasing revenue by $137M o Decreased Non-Talk Time by 3.7 seconds that saved $677K o Reduced eligible Sales calls transfer to Care Services, resulting in $54K savings. o Created ROI reports on Sales Effectiveness, Non-Talk Time, and Transfer supplying insights on performance measures and improvement opportunities Show less Lead and coach team of Analysts focusing on development of KPI’s, actionable reporting, call studies, and categories/queries for Speech Analytics Enhance customer experience through voice analytics, using customer insight, identifying root cause and providing recommendation to improve processes and performance, targeted agent coaching and areas of focus to improve customer experience and loyalty. Provides actionable analytics on performance measures and continuous improvement… Show more Lead and coach team of Analysts focusing on development of KPI’s, actionable reporting, call studies, and categories/queries for Speech Analytics Enhance customer experience through voice analytics, using customer insight, identifying root cause and providing recommendation to improve processes and performance, targeted agent coaching and areas of focus to improve customer experience and loyalty. Provides actionable analytics on performance measures and continuous improvement opportunities Develop Nexidia and InMoment categories/queries to identify and quantify business issues, customer, Loyalty, and Reservations pain points, and potential areas for reducing call volume Validate and enhance sentiment analysis using key phrases indicating high effort Define key phrases for Tredence Topic Modelling, creating themes and subthemes Accomplishments: o Created call driver queries to analyze guest concerns with Starwood Integration (Certificate Issues, Merging Loyalty Accounts), Cancellation Policy and enhance cross-sell strategy o Discovered technology issues causing customers landing in home agents’ voicemail. Collaborated with Technology Leaders to disable Ooma voicemail; saving $5.2 million in revenue o Collaborated with Reporting team in developing self-service reporting to all stakeholders in reporting portal o Launched voice, email and chat Surveys, developed training document and trained Operations Leadership on NPS score calculation. Made recommendations for best practices getting results out of trending reports. Coordinated language translations into 14 different languages o Increased Bottom and Top Performers conversion increasing revenue by $137M o Decreased Non-Talk Time by 3.7 seconds that saved $677K o Reduced eligible Sales calls transfer to Care Services, resulting in $54K savings. o Created ROI reports on Sales Effectiveness, Non-Talk Time, and Transfer supplying insights on performance measures and improvement opportunities Show less



Asset Marketing Services, LLC.

• United States
• Retail
• 100 - 200 Employee

• Customer Intelligence Analyst

  • Jul 2012 - May 2015

  • Develop and evangelize a plan to use Speech Analytics to significantly improve QA process. • Educate each department on how to leverage SA’s capability. • Develop categories based on business issues. • Conducting call studies to enable Sales Management with information on products, customer feedback, and sales conversion. Assists Sales Managers with performance issues. • Work with Business areas to translate analytical results and strategic plans into actionable recommendations… Show more • Develop and evangelize a plan to use Speech Analytics to significantly improve QA process. • Educate each department on how to leverage SA’s capability. • Develop categories based on business issues. • Conducting call studies to enable Sales Management with information on products, customer feedback, and sales conversion. Assists Sales Managers with performance issues. • Work with Business areas to translate analytical results and strategic plans into actionable recommendations, reporting, and forecasting. • Proactively looking for research topics and make recommendations for improvements based on study results. • Research and evaluation of vendors offering customer profiling application – matching agents to customers to increase sales. Show less • Develop and evangelize a plan to use Speech Analytics to significantly improve QA process. • Educate each department on how to leverage SA’s capability. • Develop categories based on business issues. • Conducting call studies to enable Sales Management with information on products, customer feedback, and sales conversion. Assists Sales Managers with performance issues. • Work with Business areas to translate analytical results and strategic plans into actionable recommendations… Show more • Develop and evangelize a plan to use Speech Analytics to significantly improve QA process. • Educate each department on how to leverage SA’s capability. • Develop categories based on business issues. • Conducting call studies to enable Sales Management with information on products, customer feedback, and sales conversion. Assists Sales Managers with performance issues. • Work with Business areas to translate analytical results and strategic plans into actionable recommendations, reporting, and forecasting. • Proactively looking for research topics and make recommendations for improvements based on study results. • Research and evaluation of vendors offering customer profiling application – matching agents to customers to increase sales. Show less



BSC

• United States
• Non-profit Organizations
• 200 - 300 Employee

• Telecom Analyst II

  • Jan 2005 - Jul 2012

  Avaya Modular Messaging Voicemail system support: system upgrades, general troubleshooting. Built complete lab voice mail system, managed replacement of end-of-life Octel Voicemail system. Support MS Outlook Client.

• Telecom Analyst II

  • 2005 - 2007



Minnesota Life

• United States

• Telecom Analyst

  • 2000 - 2005

  Implemented new call centers using ACD, programmed Auto Attendant. Assisted call center managers with reporting and statistics, including training new agents and new employees on phone and voice mail system. SW/HW research to develop or enhance new and resident technologies (Voice Response (IVR), CTI, AVAYA/Audix, Call Accounting). Cost-benefit analysis, recommendation and implementation of new systems, system changes, enhancements, and additions. Project leadership to ensure… Show more Implemented new call centers using ACD, programmed Auto Attendant. Assisted call center managers with reporting and statistics, including training new agents and new employees on phone and voice mail system. SW/HW research to develop or enhance new and resident technologies (Voice Response (IVR), CTI, AVAYA/Audix, Call Accounting). Cost-benefit analysis, recommendation and implementation of new systems, system changes, enhancements, and additions. Project leadership to ensure successful and cost-effective implementation of services & technologies, managed project expenses and budgets. Managed implementation of new Call Accounting system including issuing and evaluating RFP. Coding, troubleshooting, and Tier 2 support of voice response applications (IVR, CTI) Troubleshooting for field office phone systems. Provisioning of circuits to field offices (T1, ISDN, and POTS circuits). Managed long distance and toll-free services including budget planning and reviews with the business unit. Show less Implemented new call centers using ACD, programmed Auto Attendant. Assisted call center managers with reporting and statistics, including training new agents and new employees on phone and voice mail system. SW/HW research to develop or enhance new and resident technologies (Voice Response (IVR), CTI, AVAYA/Audix, Call Accounting). Cost-benefit analysis, recommendation and implementation of new systems, system changes, enhancements, and additions. Project leadership to ensure… Show more Implemented new call centers using ACD, programmed Auto Attendant. Assisted call center managers with reporting and statistics, including training new agents and new employees on phone and voice mail system. SW/HW research to develop or enhance new and resident technologies (Voice Response (IVR), CTI, AVAYA/Audix, Call Accounting). Cost-benefit analysis, recommendation and implementation of new systems, system changes, enhancements, and additions. Project leadership to ensure successful and cost-effective implementation of services & technologies, managed project expenses and budgets. Managed implementation of new Call Accounting system including issuing and evaluating RFP. Coding, troubleshooting, and Tier 2 support of voice response applications (IVR, CTI) Troubleshooting for field office phone systems. Provisioning of circuits to field offices (T1, ISDN, and POTS circuits). Managed long distance and toll-free services including budget planning and reviews with the business unit. Show less


University of Minnesota
• United States
• Higher Education
• 700 & Above Employee
• Network Project Coordinator

  • 1999 - 2000