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• 10+ years experience in Data, Analysis, Process Improvement, Change Management and Project Management
• Create actionable strategies for organization with Speech Analytics using Verint
• Nominated to Carnegie Mellon’s Innovation Program
• Implement Speech Analytics best practices to reduce waste and enhance customer experience
• Create agent and program level performance scorecards using Speech Analytics to automate Quality Assurance program (increase bandwidth, reduce manual effort)
• Experienced Trainer with demonstrated success in leading diverse teams of professionals with strong track record in strategic planning with Lean Six Sigma coaching
• Passionate in motivating associate development through change management, to unite firm KPIs directly to personal goals
• Known as a go-to person within firm to resolve situations (Prioritization & Governence committees)
• Mentor / coach other associates, resulting in job promotions, recognition in the firm
• Hires and develop staff for Speech Analytics application to support service organization