Prior to entering academia, I spent nine years managing the operations of customer service call centers and IT support centers. My experience in industry inspired me to enter academia to rigorously research operational issues in service systems.
I work with industry partners to obtain unique datasets and use a variety of methods (econometric and analytical modeling, behavioral experiments, and simulation) to study customer and server behavior. My research provides insights regarding the customer/server decision-making process, describes how the performance of the system depends on their behavior, and demonstrates how companies can improve the performance measures of their service systems under various policies and designs.
My Career Path
2000 - 2004
BYU Hawaii: Bachelor’s in International Business
Location: Laie, Hawaii.
Graduated Summa cum Laude. Awarded Most Outstanding Graduate of Major. Mixed in Plenty of Boogie Boarding, Snorkeling, and Luaus.
2004 - 2006
First Tech Credit Union: Call Center Business Process Analyst
Location: Rocklin, CA.
Responsible for Scheduling Agent Shifts, and Designing Agent Performance Evaluation System. Mixed in Plenty of Sacramento Kings Games.
2006 - 2008
BYU: Masters of Business Administration
Location: Provo, UT.
Graduated Top 10%. Summer Internship with Whirlpool Corporation Supply Chain B2B Call Center. Mixed in Plenty of Foosball and Skiing.
2010 - 2014
Zions Bancorporation: Call Center Operations Manager
Location: Salt Lake City, UT.
Responsible for Demand Forecasting, Long-Term Hiring Plans, and Real-Time Queue Management. Mixed in Plenty of Hiking to Beautiful Summits.
2014 - 2019
UNC Chapel Hill: Ph.D. in Operations Management
Location: Chapel Hill, NC.
Awarded Most Outstanding Graduate of Business Ph.D. Program based on Job Market Placement. Mixed in Plenty of Hard Work.
2009 - 2010
Hewlett Packard: IT Infrastructure Support Manager
Location: Houston, TX.
Led Service Restoration Efforts for Mission Critical IT Applications. Responsible for Monthly Metrics Reporting. Mixed in Plenty of Texas Barbeque.
2019 - 2022
Johns Hopkins University: Assistant Professor of Operations Management and Business Analytics
Location: Baltimore, MD.
Worked Hard on Research and Excellent Teaching. Mixed in Plenty of Exploring Museums, Historical Sites, and Big Cities.
2023 - Present
Bringham Young University: Assistant Professor of Operations and Global Supply Chain Management
Location: Provo, UT.
Continue Working Hard on Research and Excellent Teaching. Mixing in Plenty of Hiking, Skiing and 4-Wheeling.