Data Analyst with over 5 years of experience in developing data solutions, reporting frameworks, and delivering actionable insights. Proven ability to improve data accuracy and support strategic decisions across various industries.
Expertise in analyzing complex datasets to extract meaningful insights and support decision-making.
Proficient in writing queries for data extraction, transformation, and database management.
Skilled in creating dashboards and visual reports using tools like Tableau and Power BI.
Extensive experience in complex formulas, pivot tables, and macros to analyze and present data.
DATAXPORT
Develops staff through coaching, providing performance feedback, providing effective performance assessments, and establishing performance development plans., Observes and evaluates team members' performances and completes performance reviews and individual training, improvement, and development plans., Monitor and evaluate customer service performance., Identify operational issues and process improvements, and implements strategies to improve performance., Performs other related duties and special projects as requested., Monitors department work productivity, reports on trends, and recommends and implements changes to continually improve work productivity., Manages annual performance review process by writing and delivering performance and pay messages., Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service., Collaborates with local HR to plan for and ensure mandatory team and individual training targets are met., Implements formal and informal practices and procedures to motivate and recognize employees and ensure employee engagement is high.
CALL CENTER SUPERVISOR
Develops staff through coaching, providing performance feedback, providing effective performance assessments, and establishing performance development plans., Observes and evaluates team members' performances and completes performance reviews and individual training, improvement, and development plans., Monitors and evaluates customer service performance., Identifies operational issues and process improvements, and implements strategies to improve performance., Performs other related duties and special projects as requested., Monitors department work productivity, reports on trends, and recommends and implements changes to continually improve work productivity., Manages annual performance review process by writing and delivering performance and pay messages., Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service., Collaborates with local HR to plan for and ensure mandatory team and individual training targets are met., Implements formal and informal practices and procedures to motivate and recognize employees and ensure employee engagement is high.
M.D.
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Applied BI tools and techniques to support strategic planning and operational improvements.
CONDUENT EPS/BOOST
Handle customer inquiries, complaints, billing questions and payment extension/service requests., Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions., Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions., Resolved an average of 350 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume)., Became the lead 'go-to' person for new reps and particularly challenging calls as one of the company's mentors and trainers of both new and established employees., Helped company attain the highest customer service ratings (as determined by external auditors)—earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness., Commended for initiative, persuasiveness, intense customer focus and dependability in performance evaluations.
