Prior to entering academia, Brett spent nine years managing the operations of customer service call centers and IT support. His experience in industry inspired him to enter academia to rigorously research operational issues in service systems. Currently, Brett works with industry partners to obtain unique datasets, and uses a variety of approaches (econometric and analytical modeling, behavioral experiments, and simulation) to study customer behavior under various customer service innovations, and server behavior under differing incentive systems. His studies provide insights regarding the customer and server decision-making process, describe how the performance of the system depends on their behavior, and demonstrate how companies can improve the performance measures of their service systems under various policies.
- Ph D, Operations Management, University of North Carolina - Chapel Hill
- MBA, Brigham Young University
- BA, International Business, Brigham Young University - Hawaii
- "Don't Call Us, We'll Call You: An Empirical Study of Caller Behavior Under a Callback Option'' with Seyed Emadi & Vinayak Deshpande. Articles in Advance at Management Science.
- ''On First-Come, First-Served Queues with Two Classes of Impatient Customers'' with Ivo Adan & Vidyadhar Kulkarni. Queueing Systems 91(1-2)(113-142), 2019.
- "Personalized Priority Policies in Call Centers Using Past Customer Interaction Information" with Seyed Emadi & Vinayak Deshpande. Minor Revision at Management Science.
- "The Gatekeeper's Dilemma: When Should I Transfer This Customer?" with Evgeny Kagan and Maqpool Dada. Major Revision at Operations Research - Awarded Best Working Behavioral OM Paper at INFORMS 2020 Annual Conference
- Business Analytics
Honors and distinctions
- Latane' Most Outstanding Student Award (2019): Awarded to Most Outstanding Doctoral Student in Kenan-Flagler Business School
- Operations Management Rising Scholar Award (2015): Awarded for Outstanding Progress in Doctoral Research