Client: U.S. Department of Health & Human Services (HHS), Centers for Medicare & Medicaid Services (CMS)
- Conducted time-series and trend analysis on Medicare beneficiary satisfaction and service usage.
- Analyzed the impact of call center scheduling changes on beneficiary engagement and response rates.
- Developed predictive models to improve efficiency in customer service operations.
- Created technical reports and policy briefs to provide recommendations for CMS decision-making.