Research

Peer-Reviewed Articles

• Daw A., Castellanos, A., Yom-Tov, G.B., Pender, J., Gruendlinger, L. (2024). “The Co-Production of Service: Modeling Service in Contact Centers Using Hawkes Processes” Management Science
  • 2022: POMS Applied Research Challenge Finalist
  • 2021: Selected for MSOM Service Management SIG

Conference Peer-Reviewed Publications

• Castellanos, A., Daw, A., Ward, A.R., Yom-Tov, G.B. (2024). “Closing the Service: Contrasting Activity-Based and Time-Based Systematic Closure Policies” Proceedings of the 2024 Winter Simulation Conference, Forthcoming

• Li, B., Castellanos, A., Shi, P., Ward, A.R. “Combining Machine Learning and Queueing Theory for Data-driven Incarceration-Diversion Program Management” Proceedings of the 38th AAAI Conference

Selected Working Papers

• Castellanos, A., Yom-Tov, G.B., Goldberg, Y. (2023) “Silent Abandonment in Contact Centers Estimating Customer Patience from Uncertain Data”
  • 2020: INFORMS Behavioral Operations Best Working Paper Competition, Honorable Mention
  • 2020: The Operations Research Society of Israel (ORSIS) Abraham Mehrez Prize for Graduate Excellent Work
  • 2019: The Israel Statistics and Data Science Association ISDSA Outstanding Research Poster, Second Place

Split into the next two papers:

• Castellanos, A., Yom-Tov, G.B, Goldberg, Y, Park, Y. (2025) “Silent Abandonment in Text-Based Contact Centers: Identifying, Quantifying, and Mitigating its Operational Impacts”
• Castellanos, A., Yom-Tov G.B. “Silent Abandonment Policies”

Honors

• 2023: INFORMS George B. Dantzig Dissertation Award, Honorable Mention
• 2021 & 2020: Israeli Higher Education Council: Prize for Outstanding Research in Data Science
• 2019: Technion IE&M Nahmani Prize for Outstanding Research in Quality Management