I am a professor at the School of Management of University College London, where I currently head the Operations & Technology group.

I serve on the editorial boards of Management Science and Queueing Systems as an associate editor, and I serve as an Area co-Editor of the Operations and Supply Chains area at Operations Research.

I hold a PhD degree in Operations Research from Columbia University, an MSc in Applied Mathematics and Statistics from Stony Brook University, and a BSc in Mathematics from the American University of Beirut.

Here is my CV and my Google Scholar profile.

Research Interests

Applied probability; stochastic modeling; queueing theory; behavioral operations.

Research Summary

My research focuses on service operations management , which covers a wide range of industries including hospitals, ride-hailing platforms, amusement parks, and supermarkets. Because customers in these environments typically wait for service, queueing systems are useful for the management of service systems. I am especially interested in managing queueing systems from both mathematical and behavioral perspectives. On one hand, mathematical analysis allows us to make quantitative decisions that improve performance and help shorten long waiting times. On the other hand, customers and servers in service systems are human beings rather than just mathematical objects, and this behavioral approach allows us to incorporate the human dimension into our decision-making.

To bridge these two perspectives, I employ a blend of methodologies that moves from the theoretical analysis of stochastic process models to the analysis of data from behavioral lab experiments and the field. By combining these analytical and numerical tools, my goal is to develop rigorous yet practically useful models and solutions that improve how service systems work for everyone.