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 Editor of the Operations and Supply Chains area at Operations Research. I am the current Service Management Special Interest Group Chair for the MSOM Society.

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 interests lie in service operations management. Service systems include a broad and diverse range of industries e.g., hospitals, call centers, and online marketplaces.

I am especially interested in the operational management of queueing systems, from both mathematical and behavioral perspectives. To do so, I use a mix of analytical and numerical tools, such as the theoretical analysis of stochastic process models and the empirical analysis of data from behavioral experiments.