Loyola University Chicago

Sr. Manager, Data Analytics at Allstate

Strategic analytics leadership in Contact Center and Customer Experience for Allstate Roadside Services.  A business analytics subject matter expert to drive attainment of business goals, combining technical/data know-how to empower decision-making by recommending and delivering actionable insights.

Allstate

Sr. Manager, Data Analytics

Leadership team member of Contact Center Network with 6K+ agents handling more than 100M annual sales and customer care contacts via voice, chat and email. Global network comprised of six major business groups across 15+ global contact centers with $1B in annual revenue.  Established strong reputation for continuous improvements using automated business tools in a diverse culture.

•	Built and lead team of 20+ Product Managers and Business Analytics managers in broad range of contact center functions including sales effectiveness, forecasting, productivity analytics, telephony network administration, reporting applications and Customer Relationship Management (CRM) development. 
•	Led creation and upgrades of skilled-based routing, network reporting, call tracking applications, agent performance management and KPI dashboards. 
•	Oversaw deployment, product development and optimization of natural language IVR and Chat platforms. Resulted in 25% reduction in service transfers.
•	Drove technology transformations in telephony platform and agent CRM, saving $4.4M and increasing sales $11.3M, executing Cisco UCCE and Verint CRM tool to Call center network.
•	Implemented in-house eCommerce agent desktop tool, improving average handle time (AHT) by 49 seconds equating to 130 FTE reduction and $1M payroll savings.
•	Increased sales by $3.5M through analysis of agent incentive programs.
•	Deployed email Customer Experience survey program for 5 major call center business groups, established text analytics on survey verbatim.
•	Achieved employee engagement scores significantly higher than Business Unit and overall Company in surveys conducted in 2011 and 2013. “FAST” team known as the go-to team for analytics and solutions. Developed Talent/staff to meet the needs of the Organization.

Sears Holdings Corporation

Director, Field Analytics & Suppor - Contact Center Organization

•      Implemented first customer segment-based fulfillment program, which utilizes special handling for targeted problem customers, driving annual savings of $13 million.
•	Created and tested programs and promotional offers for revenue growth, offsetting impact of 2003 National DoNotCall list, targeting top-tier “PA Best” customers.
•	Championed process improvement project to improve product administration and use of technical assistance to reduce unnecessary service calls, saving over $17 million

Product Manager, Marketing & Customer Segmentation - Service Contracts

Improved profitability of Protection Agreements, created national price testing programs, analyzed renewal rates, product design, pricing and profitability analysis.  
•	Introduced 5 year contracts on most large merchandise categories in June 1999. Annualized pre-tax profit improvement of $5.6 million.  
•	Expanded use of tiered pricing strategies and longer term contracts. Tested and implemented “Less is More” program, which reduces the number of options provided to customers. Initiatives increased retail service contract sales in excess of $50 million.

Product Manager - Service Contracts

Management of Product Services National Claims Center.  Program manager for Warranty Transfer Expense Plan.  Developed and implemented improved work flow processes, developed host system enhancements and improved communication to field Service Units and Home Office by a complete redesign of reports.  Improvements resulted in 15% expense reduction and 23% drop in errors.

Ming Ransdell