Brett Hathaway

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.

Education

• Doctor of Philosophy (Ph.D.) University of North Carolina at Chapel Hill (2014 — 2018)
• Master of Business Administration (M.B.A.) Brigham Young University (2006 — 2008)
• Bachelor's Degree Brigham Young University - Hawaii (2003 — 2003)

Companies

• Assistant Professor of Business Analytics and Operations Management The Johns Hopkins University - Carey Business School (2019)
• Research Assistant UNC Kenan-Flagler Business School (2014 — 2019)
• Workforce Management Manager Zions Bancorporation (2010 — 2014)
• Support Operations Manager Hewlett-Packard (2008 — 2009)
• Supply Chain Management Intern Whirlpool Corporation (2007 — 2007)
• Workforce Management Analyst First Tech Federal Credit Union (2004 — 2006)

Skills

• Operations Management
• Statistical Data Analysis
• Quantitative Analytics

Other

Forecasting