• Developed an automated process for ASM's global survey distribution program to notify venue administrators in real-time of errors in their customer contact file submissions. Led to a 85% reduction in time for admins to correct errors and successfully distribute surveys to their event customers.

• Built an Azure Databricks pipeline to extract data from a 3rd party system containing survey responses from attendees of Ticketmaster events at US venues and ingest it into our warehouse. Enabled our BI team to generate reports on this data for the first time; used to enhance the fan experience for 100k+ fans.

• Took initiative to satisfy data requests for our Marketing team using complex SQL queries on tables of up to 30M records, leading to targeted customer marketing and sale of thousands of additional concert tickets.

• Technical lead for end-to-end implementations of Experience Management (XM) software for Enterprise and Federal clients.

• Saved 100+ hours of manual work by building Python scripts leveraging the Qualtrics public API to automate client tasks, such as editing survey data and bulk importing survey responses.

• Led the design of a custom closed-loop API project, resulting in a 15% increase in new development revenue for the Engineering Services team.

• Served as primary point of contact for client web development teams for management of Qualtrics JavaScript code injected on their site to provide digital touchpoints to their users.

• Maintained detailed project plans, lead User Acceptance Testing efforts, and drove product escalations and feature requests with Engineering teams.

• Supported and trained end-users in core competencies for customer experience programs for our entire client base, including Fortune 500 company program leaders, small business owners and professors.

• Specialized in 6 different Qualtrics product offerings, focusing on our CX suite that included Dashboard Reporting, API and Website/App Feedback.

• Spearheaded initiative with Global Operations Managers to improve our onboarding process. Reduced the time needed for our new Product Specialists to learn the product and feel comfortable to begin engaging with customers by 15%.