I am a visiting Associate Profesor at the Department of Decision analytics and Operations and an Associate Professor at the Faculty of Data and Decision Sciences of the Technion (formerly Industrial Engineering and Management). My research focuses on operations of service systems, in particular, healthcare and contact centers. My research aims to build models for understanding the impact of customer and agent behavior on service systems and to incorporate these behaviors into operational models of such systems. I lead a multidisciplinary research approach that applies a combination of Data Science and Stochastic Modeling to archives of digital traces from service systems. My recent work used such data to study the dynamics of customer emotions in contact centers, the reaction of customers to delay announcements in emergency departments, as well as other aspects of service delivery. I have published my work in leading operations research journals, including Management Science, M&SOM, OR, and Stochastic Systems.