I am currently an assistant professor at the department of Management Science and Innovation of University College London. I have a Ph.D. degree in Operations Research from Columbia University (2010) supervised by Ward Whitt.
Applied probability; stochastic modeling; queueing theory; applied statistics; operational management of service systems.
My research interests lie in improving the operational management of service systems, such as telephone call centers or hospitals, using stochastic modelling techniques. The main theoretical framework that I use is a combination of queueing theory, simulation, and statistical analysis.
I am especially interested in data-based service engineering problems. Studying real-life data often shows that the standard assumptions made in queueing models, e.g., for both customers and customer service representatives, do not hold in practice. For example, these assumptions may be on how customers arrive to the service system, or on how long it takes for these customers to be served. The challenge then is to develop new arrival or service models which describe data well on one hand, and are also tractable enough to be used for the analysis of service systems, on the other hand. I am interested in developing such models.