Gregory Garcia-Harris

Vice President, Speech Analytics & Business Intelligence @Wells Fargo

Oversees the Speech Analytics and Business Intelligence (BI) Team responsible for providing speech-driven analytical models, insights, and reporting across the Consumer Lending Organization employees) including:(1) Business intelligence reporting and data visualization (Tableau) that integrates speech, survey, and other business data.(2) Ad-hoc analysis and speech studies that identify key insights on emerging trends and key topics.(3) Speech-enabled coaching & quality assurance dashboards. • Project sponsor leading the effort to upgrade the call recording, speech analytics and quality/coaching platform to new, industry-leading technology (Engage, Nexidia, and Quality Central) across the Consumer Lending Organization. This is the largest transition from NICE Interaction Management 4.1 to Nexidia in the history of NICE Systems. • Developed speech analytic models to proactively identify and escalate high-risk, unreported complaints to the executive office for review and mitigation. This work was a corporate initiative mandated by the Consumer Financial Protection Bureau. • Implemented an enterprise governance model and governing board for all divisions using Nexidia speech analytics - Consumer Lending, Card Retail Services, and Community Bank Organizations employees). • Integrated the speech analytics data source into the enterprise data warehouse which enabled linking complaint, survey, and call data for cross-channel analysis. • Deployed a product delivery model – intake process, Agile methodology, and JIRA workload tracking technology – which enhanced workload visibility and increased product speed-to-market by 25%.