Senior Manager, Data Analytics

Influenced the cancellation of a proposed ~$3M customer outage-credits program by showing it would not produce a net-positive NPS effect.

Reduced analysis of 120,000+ customer calls from one week to one afternoon with an in-house LLM summarization workflow

Produced enterprise NPS insights by joining survey data with outages, service calls, tenure, geography, and product mix; used the analysis to target and qualify customers for a 5G-backup router pilot that improved NPS and reliability CSAT.

Formalized requirements and KPIs for ~40 service-reliability initiatives and secured stakeholder sign-off.

Lead 1 manager, 3 analysts, and seasonal interns across enterprise NPS, customer experience, and service-reliability work.

Led analytics work connecting service reliability, technician interactions, pricing changes, satisfaction, and retention while managing two analysts.

Identified self-install policy changes projected to eliminate 55,000 customer calls annually through repeat-call analysis. Reduced a streaming-device troubleshooting contact driver by 22% by tracing black-screen failures and changing support guidance.

Built R-based driver-isolation models to remove confounders and identify underlying repeat-call patterns.

Owned sales reporting used by the EVP of Sales for staffing and campaign decisions.

Rebuilt fragile Excel and Alteryx reporting processes, reducing an executive reporting workflow from half a day to 30 minutes. Automated validation and exception callouts for executive reports.

Coached colleagues on Power Query and DAX to increase team self-sufficiency and strengthen reporting practices.

Supported a billing-system conversion by validating more than 30 reports using a hybrid SQL and Python QA approach.

Improved daily ETL reliability by replacing a fragile VBA process with Python and rebuilt a critical month-end process as a documented SQL workflow.

Created approximately 10 runbooks and self-service guides that remained in use after the role ended.

Built a Python ingestion pipeline to cleanse and load daily customer CSV files into SQL.

Created a SQL regression model to fill incomplete usage data and support next-year capacity forecasting.

Delivered urgent analysis for vice presidents and wholesale-energy planning during the company acquisition.

M.S. in Physics.

B.S. in Physics