Data Analyst

• Jun 2023 - Present

Associate Data Analyst

• Feb 2022 - Jun 2023

In my role as a Data Analyst, I have leveraged my skills in Tableau and SQL to drive meaningful results for our various inbound support teams. I have a proven track record of using Tableau to design and deploy dashboards that provide valuable insights and improve performance tracking. For example, I developed and released a performance dashboard for the external contract team, resulting in a 2.5-hour reduction in weekly manual time spent on performance tracking. Additionally, I re-engineered the inbound fax and email support team's dashboards and productivity metrics, providing improved visibility and performance monitoring for the team.In addition to my Tableau skills, I have also utilized SQL to write and update stored procedures as well as Python for statistical analysis. This has allowed me to streamline dashboards providing better performance and data reliability. Most recently, I identified, developed, and released updated volume-based performance metrics for our inbound support team, reducing the number of individuals incorrectly identified as underperforming by 25% and achieving greater parity across shifts. Show less

Account Coordinator

• Nov 2020 - Feb 2022

Successfully managed time to contribute 25% over productivity expectations to core responsibilities while completing other tasks and additional responsibilities including as a subject matter expert. While also sharing fresh ideas and collaborating on implementation with various internal stakeholders and product teams. While in this role I participated in 2 separate rounds of innovation days, once of which was selected for further development and implemented by the company resulting in over 1 FTE cost savings per year. Show less

Peer Coach & Team Support

• Aug 2019 - Apr 2020

Act as a primary internal point of contact and subject matter expert for teammates to provide guidance and intervention in difficult situations to provide premier support for clients.

Operations Coordinator

• Jun 2019 - Apr 2020

Work hand in hand with members of the Operations team to execute goals including maximizing employee engagement to improve results, monitoring employee performance and providing feedback, as well as attending to facility needs and implementing needed changes.

Coordinator - Business and Government Customer Operations

• Jun 2016 - Apr 2020

Provide high quality customer support to a variety of business customers via email and telephone. Assist with account setup, maintenance, and technical issues with software and equipment.

Customer Relations Team Lead - Employee Culture Project Manager

• Apr 2015 - Jun 2016

Technical Support Specialist

• Jun 2014 - Apr 2015

Customer Accounts Specialist

• Oct 2013 - May 2014