Resume

EXPERIENCE

EchoStar

Business Operations Analyst II (OCT 2023 - Aug 2024)

Created and enabled the tracking of customer satisfaction scores and language trends through sentiment analysis by leveraging Python to construct sophisticated Natural Language Processing (NLP) models on call transcripts for internal customer data analysis

Achieved savings of $250k per month in enterprise value by integrating commitment-based customer offers into agent tools, optimizing operational efficiency

Improved customer experience and enabled business decisions by calculating customer and agent trends by utilizing SQL

Led the development and adoption of the XM Discover dashboard using LLM to analyze trends through call transcripts per each agent specialities, and onboarded team members to utilize trends and set up alerts for theme anomalies 

Partnered cross-functionally with  finance and sales to prioritize strategic initiatives aligned with company KPIs

Enhanced data governance through improved 100+ data definitions, metrics and structured reporting across the Retention department

University of Michigan NCAA Men’s Hockey

Research and Analytics Intern (OCT 2022 - APR 2024)

Collect previous and current player statistics and provide analyses based of past performances via Excel to present to Head and Assistant Coaches.

Create weekly face-off coaching reports/analyses for future opponents based on past analytics using SQL to organize the output csv from SportsLogiq. Presented analysis to Head Coach, leading to this year’s team winning the Big10 Championship and competing as Frozen Four finalists.

Analyze previous Frozen Four teams and run statistical analyses on a team’s winning formula through attempted shots on goal, experience level, and time of possession.

Research potential recruits and collect, organize, and analyze their performance data to find trends via Excel.

Paramount Global (CBS News)

Project Manager Intern (JUN 2022 - AUG 2022)

Revolutionized CBS News' UK team operations by migrating tape storage to Amazon Web Services (AWS), ensuring instant digital cloud storage for new tapes and significantly enhancing ease of access and efficiency

Ensured the IT team had a successful year through leading the onboarding to Asana for CBS news and successfully facilitating the merger between ViacomCBS and Paramount.

Reduced project delivery time by 15% by implementing agile methodologies which improved team collaboration and project adaptability.

Informed company strategy and enhanced user experience by implementing AIML tech to analyze product utilization and interactions, allowing the team to make data-driven decisions

HP inc.

Product Manager Intern (MAY 2021 - DEC 2021)

Developed product roadmaps and identified product requirements for three unreleased products; HP Engage One Essential, HP Engage Flex Mini, and HP Engage Go 10", to improve customer experience and create operational efficiencies within the organization, resulting in a streamlined launch of each product release. Saw three products through product development and launch.

Researched and presented to designers and engineers from global product teams on emerging trends and product/market gaps, providing an in-depth understanding of a variety of verticals, ultimately kickstarting new ideas that provide an optimal customer experience and quick time-to-market.

Analyzed the competitive landscape of the retail point-of-sale market, to identify product gaps within the market, and created a user-friendly dashboard to filter criteria and display results.

Created marketing collateral on the HP retail portfolio to educate sales team on updates to marketing strategies, increasing efficiency and navigation of HP projects.

Conducted due diligence with external key parties, to build relationships and gain an understanding of customer needs, resulting in case studies on HP Engage Flex Mini, and HP Engage Go 10", with a refined product vision.

Organized early evaluator program on three products for customer and stakeholder testing, sent product to 200+ partnering companies/clients, and received feedback on product features. Collaborated with Supply Chain to resolve shipping issues. Created data analysis presentation based on feedback and presented to leadership to evaluate which features to prioritize and revise to improve CX.

Ran a sustainability analysis using Excel on the retail market competitors as well as in-house products to see if the company is on track to meet recycled plastic percentage goals per product. Presented these statistics to retail leadership. 

episode 8, inc. (Startup)

Growth Marketing Intern (APR 2020 - AUG 2020)

Designed interface prototypes via Figma for this startup’s newly launched mobile app, to accelerate development of the platform, providing users with a seamless experience

Conducted A/B testing to evaluate and optimize key features on the new app, resulting in a 7% increase in user engagement and a 21% improvement in conversion rates.

Managed data collection, data verification, data analytics, digital marketing, social media marketing, and email marketing campaigns.

Grew the brand's social media presence across a multitude of channels including Facebook, Instagram, Twitter, and LinkedIn, integrating interactivity into posts and within the community.

Leveraged data from internal and external sources, to identify gaps within the social media landscape, ultimately kickstarting the ideation of new customer acquisition strategies in team meetings.

SKILLS

EDUCATION

University of Michigan

Bachelor of Science in Information

GPA 3.9/4.0 Honors