Chelsea Thomasson

Experience

• 

  Subway

  May 2005 - Mar 2012

  General Manager
• 

  Cash Express, LLC

  Mar 2012 - Mar 2013

  Manager
• 

  Zaxby's Franchising LLC

  Nov 2013 - Nov 2014

  Manager
• 

  K12

  Apr 2015 - Feb 2016

  Enrollment Specialist
• 

  Randstad

  May 2017 - Jun 2020

  Enrollment Specialist/Quality Assurance
• 

  Radio Systems Corporation

  Oct 2018 - Jun 2019

  Customer Care Specialist
• 

  Summit Medical Group

  Apr 2019 - Jul 2019

  Appointment Scheduler
• 

  Accenture

  Jul 2021 - now

  ● Quantified and prioritized opportunities, resulting in the development of new features and improvedexperiences, increasing self-service adoption.● Collaborated with Conversational Designers to develop customer-friendly, conversational flows,enhancing customer guidance and increasing self-service success rates● Evaluated existing capabilities and implemented workflow automation into the conversationalexperience, improving self-service efficiency and reducing resolution time● Assisted in the development and enhancement of the Conversational NLU model, increasing accuracyin understanding customer queries● Monitored and optimized the performance of the conversational experience, resulting in improvement inKPIs such as resolution time and customer satisfaction● Worked with partners to incorporate new features supporting corporate initiatives, contributing toincrease in overall platform capabilities and customer engagement.● Hands-on experience in developing, training, and tuning NLU models.● Analyzing platform performance using statistical and bulk session analysis to identify improvementopportunities. Show less ● Quantified and prioritized opportunities, resulting in the development of new features and improvedexperiences, increasing self-service adoption.● Collaborated with Conversational Designers to develop customer-friendly, conversational flows,enhancing customer guidance and increasing self-service success rates● Evaluated existing capabilities and implemented workflow automation into the conversationalexperience, improving self-service efficiency and reducing resolution time● Assisted in the development and enhancement of the Conversational NLU model, increasing accuracyin understanding customer queries● Monitored and optimized the performance of the conversational experience, resulting in improvement inKPIs such as resolution time and customer satisfaction● Worked with partners to incorporate new features supporting corporate initiatives, contributing toincrease in overall platform capabilities and customer engagement.● Hands-on experience in developing, training, and tuning NLU models.● Analyzing platform performance using statistical and bulk session analysis to identify improvementopportunities. Show less

  • Business Operations Analyst

    Aug 2022 - now

  • Ontology AI Conversation Design Associate

    Jul 2021 - now