CV / Resume
A data-driven, customer-focused decision maker
My initial education was in archaeology. However, my career took a turn after I started working at Amazon. I quickly discovered that I enjoyed using data to drive improvements, and I started using data in my projects. After a few years of self-directed study, I was accepted into the Georgia Tech Masters of Analytics program.
In 2019, I moved from Amazon to Inkitt because I was (and continue to be) impressed with Inkitt’s focus on making data-driven decisions–even in roles that are not traditionally data-focused. I am continuing my studies at Georgia Tech, and I am applying my analytics skills on the job. Naturally, I enjoy learning even more by doing personal projects and posting my learnings here on my blog.
Work Experience
Inkitt GmbH.
Head of Customer Experience
Created team metrics for measuring continual improvement
Built up knowledge repository for both internal agents and external users
Often flexes to help with data analysis projects in other departments
2019 – Present
Amazon.com
CS Team Manager
Managed team of 50 – 60 direct reports and guided them in the development of their customer service skills.
Launched knowledge repository that is accessed by over 1,500 customer service agents each month
Developed Excel extension using VBA that reduced manager time use for a process from 2 hours per week to 5 minutes per week.
2016-2019
Amazon.com
aces process improvement apprentice
Created process improvement escalation program which allowed over 1,000 customer service agents to escalate systemic issues leading to ongoing cost savings projects.
2017
I Work With
Education
MS in Analytics
Georgia Institute of technology
Studying data science and analysis
Anticipated completion in December, 2021
2019 – 2021
Graduate Certificate in GIS Analytics
Marshall university
Studied GIS programs and geospatial analytics techniques
2015 – 2016
MA in Material Culture Studies (Archaeology)
University of Sheffield
Conducted dissertation research about the impact of cultural, political, and economic changes in West Virginia on the design choices of gravestones in the nineteenth century
2012 – 2013
BA in Anthropology
Marshall university
Graduated summa cum laude with a 3.90 GPA
Obtained Dean’s List honors every semester
Awarded the Outstanding Student of Archaeology award by the staff of the Anthropology Department
2008 – 2012
Certifications
Microsoft Professional Program in Data Science
Microsoft
2018
Lean Six Sigma Green Belt
IASSC
2017