Kurt Humphreys

About Kurt Humphreys

I am an agile practitioner and an avid technologist that specializes in implementations…

Experience

1. Sr Program Manager

   Kentro

   Mar 2025 — Present · Woodlawn, MD, US

   Program Manager for multiple $XM subcontracts with Social Security Administration.Responsible for the P&L of the program.Responsible for team of xx size- Assisted with prompt engineering and RAG model optimization for SSA\'s FAQ chatbot (utilizes Lex, Bedrock, Nova Micro and Nova Lite). This increased containment rate by ~15%- Assisted with providing data related to SMS configuration that resulted in ~15% increase in contact conversion rates for callbacks- Optimized teams efficiency utilizing ChatGPT - 4.0 mini provided by agency to do code reviews, summarize documents, etc. with prompts- Working with AWS as product consultants on how to optimize their WFM product offering- Assisted with reporting on blended agents and lines of business which reduced SSA\'s Average Speed of Answer by minutes- Provide quality reporting for post call survey metrics as well as service observation forms that have automated quality established via rules within Amazon Connect. This reduced survey input times of ~20%- Leading a group that\'s implementing Verint 15 back into SSA for performance management, WFM and forecasting/scheduling- Utilizing noETL solution in AWS Glue to get a data lake for Amazon Connect and Lex bot logs- Assisted data science team to utilize Python and NLP practices to bridge a gap in IVR transcript data- Steered data engineering team to utilize ODBC connector to Amazon Athena to bring SQL data locally to utilize Tableau (Agency\'s BI tool of choice)- Utilize QuickSight (and administer platform including standard operating procedures and guides) for piloting/prototyping data before creating major ETL jobs around it

Education

• Kent Island High School

  N/A

  2002 — 2006

Skills

• Forecasting
• Technical Support
• Business Analysis
• Telecommunications
• Verint Impact360
• Scrum
• Resource Management
• Vendor Management
• Agile Project Management
• Microsoft Excel
• Avaya
• Big Data Analytics
• Microsoft Project
• Process Improvement
• Server Administration
• Customer Relationship Management (Crm)
• Agile Methodologies
• Kpi Implementation
• Customer Retention
• Call Center Administration
• Customer Service
• Workforce Management
• Cisco Call Manager
• Requirements Gathering
• Active Directory
• Computer Repair
• Microsoft Sql Server
• Data Analysis
• Call Centers
• Network Engineering
• Customer Satisfaction
• Call Center Development
• Project Management
• Visualforce Pages
• Tableau
• Salesforce Administrator