Tiffany Goravani

• Delivered $12M in documented savings by leveraging NLP-driven insights and automating QA processes to eliminate operational redundancies, while simultaneously improving customer satisfaction metrics. • Built and deployed a custom NLP sentiment architecture which increased data categorization by 350%, succeeding where third-party solutions failed to process 90% of the dataset. • Developed a high-precision complaint detection model which outperformed manual tagging by 180%, saving significant licensing costs for external machine learning tools. • Reduced insight turnaround time from weeks to 48 hours for C-suite leadership during critical business pivots, such as eBay’s managed shipping transition. • Pivotal team member in winning the CallMiner Innovator of the Year Award (2023); served as the company’s sole SME at platform implementation, driving cross-functional adoption and initial ROI gains. • Mentored a team of analysts and authored SOPs that standardized platform workflows, accelerating onboarding time and team output. • Engineered end-to-end NLP model restructuring that significantly enhanced accuracy, streamlined processes, and delivered measurable stakeholder value. • Partnered with Product teams to identify and resolve high-impact customer pain points, directly influencing product roadmap decisions and improving member loyalty and empowerment.

• Led strategic design of call monitoring formats, quality standards, and the growth direction of the speech analytics program in collaboration with leadership and cross-functional stakeholders. • Established and maintained best practices for interaction analytics, quality monitoring, and compliance - ensuring consistent, scalable operations across the enterprise. • Prepared and presented trending quality reports and dashboards to stakeholders, converting complex data into actionable narratives that informed key business decisions. • Served as SME and primary point of contact for the speech analytics platform; built, maintained, and continuously optimized interaction analytics models to surface emerging trends and new topics.