Isaac Olorunyomi

At NICE, I validate AI-driven customer interaction classifications against call recordings and interaction data, ensuring accuracy, category alignment, and data quality before insights reach stakeholders.

I analyze false positives, missed captures, and classification gaps across contact-center complaint models. I build NICE/Nexidia Interaction Analytics and Power BI dashboards that track complaint categories, operational performance, and model-quality KPIs.

Previously at ITECH Data Consulting, I designed Power BI dashboards and produced more than 50 analytical reports and executive-ready visual summaries for clients and investors. I also cleaned source data, defined metrics with stakeholders, and refined reporting as business needs evolved.

My experience also includes improving operational visibility at Flexport, where data-driven process improvements contributed to a 25% reduction in data errors, and building customer satisfaction and retention dashboards at Progressive Insurance. I bring an MS in Business Analytics and focus on making complex interaction and operational data actionable for technical and non-technical audiences.