I used a series of varied methodologies to help improve and re-design a customer services strategy, as well as to gauge the success of multiple product features.

I implemented automated systems and data analytics to help stream-line Customer Service’s ticketing systems, cluster and group ticket categories, and more efficiently direct team efforts. Link to example code for my k-means clustering algorithm in R can be found at GitHub.

To better understand how users interacted with new products and features, I periodically wrote and distributed customer surveys and synthesized the data gathered to suggest areas in need of improvement.

I also designed and helped develop a dashboard which summarized complex server performance data to enable easier decision making and assessment of maintenance needs (see above).

Methods and Tools used:

  • R for data analysis and data visualization with ggplot.
  • Adobe Illustrator for dashboard UI design.
  • SurveyGizmo for survey design and distribution.