Gregory Kott

Enhanced workforce management strategies by developing high-resolution performance metrics through log transformations and binormal statistical modeling. Developed an optimization process to improve efficiency by dynamically assigning cross-trained back-office agents to daily queues and implementing a weekend strategy that offered overtime exclusively to selected, willing employees. Integrated multi-source operational data to build a tool that evaluates agent utilization and performance across in-office and remote teams, leveraging workforce management data to identify trends in efficiency, quality, and time allocation. Built a predictive attrition model that informed targeted supervisor interventions, helping reduce turnover and increase agent retention.

Designed advanced performance models for Sprint and Apple contact centers to support pay-for-performance programs, leveraging customizable KPIs and adaptable implementation strategies. Developed a preliminary logistics platform to track, monitor, and forecast domestic freight movement while assessing disruption impacts across a multi-modal transportation network. Researched the feasibility of condition-based maintenance as a reliability strategy for the printing industry. Engineered data analytics models to estimate maintenance service costs and assess the performance of Xerox printing systems, supporting the development of product business cases. Architected population aging models for Xerox systems to measure the impact of customer adoption and service engineering learning curves on reliability and maintenance as new customers are added monthly, improving forecasting and support strategies.