CV

Strategy Focused Data Science Leader

Areas of Expertise

• Data-Driven Decision Making
• Communication and Storytelling with Data
• Data Mining, Analysis, and Visualization
• Predictive Analytics
• Strategic Planning and Creative Collaboration
• Client Relationship Management Strategy
• Lean Six Sigma Process Improvement
• Reproducible research in R and Python

Education

• Master of Information & Data Science, University of California, Berkeley, Expected completion 2020
• Certified Six Sigma Black Belt, American Society for Quality (ASQ) 2018
• Master of Business Administration, Western Governors University 2017
• Bachelor of Science in Psychology, University of California, Davis 2000
  • Member of Psi Chi, Psychology Honor Society

Work experience

• Student, Master of Information & Data Science University of California, Berkeley: Current – Expected Completion 2020
  • Currently studying Machine Learning and Data Engineering including machine learning algorithms, feature engineering, prediction vs. explanation, network analysis, and the building of data pipelines, incorporating Docker, BigQuery, Hadoop, Map reduce, Kafka, Spark, and various other tools.
  • Serving as a Teaching Assistant for Research Design and Applications for Data Analysis to update curriculum, develop and refine grading rubrics, provide feedback to students, and participate in grading.
  • Completed course topics included research design, data mining and exploring, Python programming, data visualization, statistical modeling, and information ethics and privacy.
• 9/2016 - 8/2018: Director, Project Improvement - Workflow, Fremont Bank, Fremont, CA
  • Created a Client Experience analysis framework to provide insight into drivers of satisfaction, and hypothesis testing to optimize profitability. The framework incorporated data import, tidying, organization, analysis, and presentations using R and various source data systems. Results yielded reproducible research as well as a deep understanding of customer truths.
  • Developed Client Experience analyses that used statistical modeling (multiple and logistic regression, etc.) and visualizations to analyze, measure, and recommend actionable insights to deepen client relationships and drive further business growth. Models included drivers of satisfaction, profitability, demographic trending, client attrition, and sentiment analysis of verbatim responses, and led to multiple process improvement projects and Client Experience initiatives.
  • Recreated the Client Experience Management process in partnership with teams from across the bank to manage client engagement and growth. The team identified initiatives based on customer knowledge as understood through journey mapping, internal and external customer surveys, social media feedback, and the variables and insights provided by CX analyses. The team then facilitated implementation, championed the initiatives, and ensured closing-the-loop with all customers.
  • Managed Lean Six Sigma process improvement projects related to Client Experience, including a 75% cycle time reduction for small business commercial loans and expected associated expense savings of more than $1,000,000.
  • Managed multiple Client Experience Initiatives, including Evangelism of Client Experiences across the bank, public recognition of 13 separate teams for client experience successes in 2017, development of an executive and Board of Directors dashboard and supporting presentations of CX initiatives and results, and coordination of an Executive Outbound Call Program that tied executives directly to clients.
  • Managed Contact Center Improvements Team that provided coordination across organizational contact centers and managed continuous improvement initiatives, policy development, and training related to interactions with clients.
• 12/2012 - 8/2016: Director, Performance Information Office, Fremont Bank, Fremont, CA
  • Established Performance Information Office to manage strategic planning and data analysis to discover strategic insights and to assist with the translation of this understanding into action.
  • Recruited a strong team of data analysts, product/project managers, and interns. Mentored and successfully developed team, including a Cornell MBA graduate and enabled multiple promotions.
  • Created consistent, timely, and accurate analytical practices to meet the information needs of the Community Banking Group. Solutions modeled sales forecasts, client attrition, and sales results. The team brought insights to life by telling the customer story using Cognos Business Intelligence, SQL, Excel, Visual Basic, and PowerPoint.
  • Launched and managed EnAct Customer Relationship Management system (based on Microsoft Dynamics) to all sales teams, which generated more than 8,000 referrals, 12,000 sales, and $1,300,000 revenue in 2015. Managed $1,000,000 annual development projects on time and under budget.
  • Spearheaded development of sales incentive plans. Produced successful plans that increased sales productivity 16% (one team increased sales more than 2100%) and corresponded to a 19% reduction in associate attrition, and incorporated campaigns in partnership with marketing that allowed for testing of content, audience and channel optimizations.
  • Collaborated with Fremont Bank’s President and Board of Directors’ Strategic Planning Committee to revise the bank-wide strategic plan and KPIs. Provided thought leadership and partnered with senior executives to align business and strategic plans across the organization, including the development of success measures (KPIs) and tools for data-driven decisions.
  • Re-engineered, re-deployed, and maintained the Commercial Loan Origination Tracking System that provided insight into the commercial loan origination process and allowed cycle times and funding rates to be managed (including a 29% cycle time reduction in 2013).
• 8/2005 - 12/2012: Sales and Project Manager, Fremont Bank, Hayward, CA
  • Developed companywide sales reporting including deposit cost analyses and pricing strategies.
  • Managed projects including streamlining the account opening process time by 50% and creating deposit promotions that generated $72 million, while saving 1.5% ($1.8 million) in interest expense.
• 10/2004 - 8/2005: Manager, Marketing Data Analysis, Fremont Bank, Fremont, CA
  • Administered Marketing Customer Information File (MCIF) database and supporting systems, including vendor management with Harland Financial Solutions and the Client Delight survey vendor.
  • Developed measurement system for marketing campaign effectiveness and analyzed client surveys. Integrating user feedback resulted in 11% reduced client attrition.