Kurt Humphreys

Sr Program Manager @Kentro

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

Kent Island High School

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