Thang Vo
@thangvo
Customer insights analyst turning VoC data into measurable operational gains.
United StatesWhat I'm looking for
I’m a Data Analyst with an M.S. in Data Science and 8+ years of experience turning customer data into actionable insights for Fortune 500 companies like Cigna and Citi. I specialize in Voice of Customer (VoC) analytics—especially sentiment modeling—and I’m driven by turning messy feedback into clear decisions.
At Cigna, I built a Python/NLP sentiment classification model on contact center transcripts that reached 83% accuracy, automating a previously manual QA review process. I also delivered customer journey analytics across chat, phone, and web channels, and my insights contributed to a 14% reduction in operational inefficiencies. I combine Tableau dashboarding with ad-hoc SQL analysis to give Ops, Member Experience, and IT a shared, trusted view of contact volumes, resolution rates, and escalation drivers.
Today, as an Founder & AI Analytics Consultant, I build practical AI systems that capture customer intent and improve workflows. I’ve built a Retrieval-Augmented Generation (RAG) chat agent that handles inbound FAQs and funnels prospects into bookings, while collecting top questions and drop-off points for continuous optimization. I’ve also led analytics as Director of Institutional Research, creating predictive models and reporting infrastructure that helped drive a 40% increase in graduation rates for at-risk cohorts.
Experience
Work history, roles, and key accomplishments
Founder & AI Analytics Consultant
Allkin.ai
Oct 2024 - Present (1 year 8 months)
Built a RAG chat agent for inbound FAQs that captured customer intent (top questions, drop-off points) and routed prospects to bookings, reducing after-hours phone inquiries. Automated structured performance-metric extraction from unstructured photos using Python + computer vision + Google Sheets, eliminating 4+ hours/week of manual data entry.
Owner-Operator
I Heart Mac & Cheese
Feb 2022 - Oct 2024 (2 years 8 months)
Owned full P&L for a 30+ employee franchise, using weekly sales, labor, and POS data to identify menu mix and daypart trends. Managed cross-channel customer feedback loops, categorizing complaints and compliments to prioritize operational fixes.
Data Scientist - VoC Analytics
Cigna
Jan 2018 - Oct 2021 (3 years 9 months)
Developed a Python/NLP sentiment classifier on contact-center transcripts achieving 83% accuracy, replacing manual QA and highlighting VoC themes for operations. Delivered journey analytics and Tableau dashboards (plus SQL analyses) that drove a 14% reduction in operational inefficiencies across customer support workflows.
Director of Institutional Research
St. Paul's School
Aug 2016 - Dec 2017 (1 year 4 months)
Led the school’s analytics function, building predictive models on student performance to guide advising interventions and increase graduation rates by 40% for at-risk cohorts. Standardized KPIs across admissions, retention, and academics and created a unified reporting infrastructure as a cross-department “one source of truth.”
Built predictive response models for direct mail campaigns, improving response rate by 3 basis points. Performed SQL-heavy segmentation and control-group measurement on credit bureau and customer behavior data and implemented data governance/auditing controls to ensure regulatory compliance.
Education
Degrees, certifications, and relevant coursework
Northwestern University
Master of Science, Data Science
Earned an M.S. in Data Science from Northwestern University.
American University
Bachelor of Science, Business Information Systems
Earned a B.S. in Business Information Systems from American University.
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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