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EXPERIENCE
Senior Analyst, American Airlines Customer Research Department (1995-present)—I have been an essential part of that team of project managers and analysts whose primary task is and has been to collect, analyze, report and present—in a timely fashion—AA and competitive customer satisfaction data derived from surveys, focus groups and special and strategic research projects. In addition to team leadership, high-level presentations and project management, my particular contributions lie in research design, SPSS programming, statistics, data analysis and web-based information sharing
  • Senior Analyst, U.S. and Europe: Designed and analyzed critical research, including structured interviews with VIP customers, to assess AA’s position in domestic and transatlantic markets, including purchase of aircraft, pricing, product and service enhancements and airport infrastructure. Presented research results to high-level corporate executives and other decision makers.
  • Corporate Intranet Site Manager: Greatly improved service to internal clients through leading the team that designed and executed the Customer Research site on Jetnet, the American Airlines corporate internet portal, on which are published easily accessible reports, data and competitive information.
  • Data Manager: Dramatically increased departmental productivity and responsiveness to internal clients by building a local data warehouse and introducing SPSS desktop access to research analysis and results previously available only via mainframe programming
  • Statistician/Programmer: Established sophisticated statistical and programming procedures that allowed in-depth data analysis, improved the sampling methodologies for surveys and other quantitative research project and enhanced the validity and reliability of research results.

Director, Marketing Research., Bertram, McKee & Associates (1994-1995)—Bertram, McKee & Associates was a Dallas-based management consulting firm specializing in market research, marketing communications and direct marketing. Clients ranged from Fortune 100 companies to national manufacturing, retail and high technology companies.

  • Directed a staff of project managers, analysts and writers in all phases of research projects
  • Initiated research that resulted in actionable, insightful information for making strategic decisions on products, services, and programs
  • Presented hi-level research results to clients
  • Managed research budget
  • Wrote and edited research proposals
  • Negotiated vendor contracts
President, King Douglas Studios, Inc. (1974-1992)—Managed a team of photographers, stylists and designers in producing high-quality photographic images for local, national and international print advertising for leading corporations.
Organization President (1983-1985)—As President of the Dallas Chapter of the American Society of Media Photographers , represented our community in efforts to promote high standards in business ethics, to initiate career development and leadership programs and to establish cooperation and community spirit among members.
TECHNICAL EXPERTISE
  • Both quantitative and qualitative research methodologies
  • Survey design and testing, including factor analysis and reliability analysis
  • Statistical analysis
  • Sample design
  • Expert in SPSS, especially in the areas of data management and manipulation, data analysis and report automation. The computer program SPSS (originally, Statistical Package for the Social Sciences) was released in its first version in the 1960’s, and is among the most widely-used programs for statistical analysis in social science
  • Beta tester for SPSS Version 15
  • Member of the SPSS Market Advisory Council
  • Author of Diverse Cultures/Uncommon Skills: Profiles of Six SPSS Experts, a web site devoted to interviews with SPSS experts around the world, including photographs and samples of problem solutions
  • Trained in Python, a high-level programming language that is integrated with SPSS beginning with Version 14. Python greatly extends the ability of SPSS programmers to accomplish a wide variety of tasks.
  • Web site design, construction and usability
  • Also competent-to-expert in mainframe SAS and Microsoft applications: Excel, Access, Word, PowerPoint

PUBLICATIONS AND PRESENTATIONS

“Pushing SPSS Output to the Corporate Intranet ASAP: An American Airlines Success Story”, Directions 2006: The SPSS Users Conference, Chicago, Illinois, November 2006

Diverse Cultures/Uncommon Skills: Profiles of Six SPSS Experts, Directions 2005: The SPSS Users Conference, Las Vegas, Nevada, October 2004

Generating and Remembering Passwords, (2004) with Brown, A. S., Bracken, E., & Zoccoli, S. in Applied Cognitive Psychology, Vol. 18, pp. 1-11

"How American Airlines Applies Factor Analysis to Survey Research: A Simple Model," Directions 2004: The SPSS Users Conference, Las Vegas, Nevada, October 2004

"Is There a Relationship between Customer Satisfaction and Airline Choice?" The Institute for Operations Research and Management Sciences (INFORMS®) National Meeting, Seattle, Washington, October 1998
EDUCATION

M.A. in Experimental Psychology, Southern Methodist University, 2002

B.A. in Psychology, Southern Methodist University, 1992

  • Graduated magna cum laude
  • Elected to Phi Beta Kappa
  • Emphasis on research design, data analysis, statistics and computer applications
  • Minor in Statistics
MEMBERSHIPS
  • American Statistical Association
  • Toastmasters International (CTM)
PERSONAL SKILLS
  • Proven leadership abilities, including experience, training and education in group and organizational processes
  • Excellent writing and communication skills
REFERENCES
Available upon request