Justin Y.

Success Academy Charter Schools is a network of high-performing charter schools providing quality education to students in New York City.

US Mobile is a telecommunications company providing affordable prepaid cellular service with no contracts.

Amazon is a multinational technology company focusing on e-commerce, cloud computing, digital streaming, and artificial intelligence.

• Managed a team of 11 data analysts, software engineers, and researchers to enhance customer service operations.
• Developed and executed a strategy that reduced customer service costs from 7% to less than 1% of revenue over six years.
• Oversaw data and analytics projects saving over $70 million in annually recurring costs.
• Presented customer experience insights to C-suite, supporting strategic decision-making.

• Led a team to overhaul the customer service measurement framework, implementing a balanced scorecard approach.
• Conceived and developed a "Next Best Action" platform to personalize customer service and optimize costs.
• Implemented a "Voice of the Customer" program serving over 400 stakeholders across various departments.
• Migrated and adopted Tableau and AWS QuickSight, creating over 100 dashboards for data visualization.
• Built a "Next Best Action" platform to enhance customer decision-making in service operations.
• Implemented "Intelligent Routing" to personalize customer service interactions, improving service delivery and operations.
• Developed a comprehensive "Voice of the Customer" program reaching over 400 employees, fostering customer-centric developments.

EY is a global leader in assurance, advisory, strategy, tax, and transaction services.

• Managed $2.7 million in revenue and led senior client relationships for multiple workstreams.
• Led teams of 3-10 on data problem-solving and solutions for financial clients, enhancing value.
• Recognized for "Visual Storytelling" skills with the preparation of key presentations for executives.
• Contributed to organizational transformation and operational risk management projects and proposals.

• Executed risk and data analytics projects for financial services clients, improving operational efficiencies.
• Led projects on vendor management, financial disclosure creation, and trade record reconciliation.

Pratt & Whitney is a world leader in the design, manufacture, and service of aircraft engines and auxiliary power units.

• Led analysis and performance optimization initiatives for commercial jet engines, ensuring quality and risk mitigation.
• Volunteered as a Knowledge Management Consultant, increasing company-wide wiki adoption to over 70%.
• Initiated process improvements reducing business process waste by 400+ hours annually through data-driven methods.

• Conducted system-level performance analysis to optimize fuel consumption for commercial jet engines.
• Supported engineering changes to enhance efficiencies and reduce costs in engine manufacturing processes.

NASA Ames Research Center conducts research in aeronautics, exploration technology, and science related to understanding Earth and space.

• Enhanced data management tools supporting prognostic research in spacecraft health management systems.
• Contributed to advancements in electrical power system testbeds for spacecraft, improving reliability and performance.