Experience

• 

  Kronos

  • Business Systems Analyst V

    • 2015 - Present

• 

  Monster

  • United States
  • Internet Publishing
  • 700 & Above Employee

  • Senior Analyst - Global Customer Service

    • Jun 2008 - 2015

    Global Customer Service: June 2008 to Present• Provided reporting and analysis for agents, managers and upper management on a global basis.• Created and supported library of Excel based refreshable reports in MS SharePoint.• Created and maintained tables, views and stored procedures in MS SQL Server.• Assisted in database design, modeling and maintenance.• Conducted data hygiene reviews and identified issues.• Analyzed and reported on contact volumes, drivers and issues (email, phone and chat).• Identified root causes of contacts using email (RightNow) and service request data as well as a custom made near real time email text analysis tool.• Analyzed and reported on customer satisfaction (CSAT) data in order to identify trends and areas for improvement.• Assisted with survey development and analysis.• Reviewed process flows and provided analysis in order to increase efficiency and reduce bottlenecks.• Analyzed Avaya call and IVR data to identify issues and areas for optimization.• Analyzed and reported on Knowledge Base (KB) volumes, searches and results to increase utilization and efficiency. • Assisted workforce management teams with volume forecasting, agent efficiency and performance measures.• Reviewed and analyzed job posting performance and the impact of bots and web site trends and measures on them.• Reviewed and analyzed resume search usage and performance.• Provided decision support to managers and executives.

  • Senior Analyst - Sales Operations Telesales

    • Jan 2007 - Jun 2008

    • Supported all levels of sales and finance management with reports and analysis.• Monitored key programs, promotions and other initiatives.•Worked with IT on projects impacting sales including the development of requirements documents.•Analyzed and reported on sales performance including quote conversion, quota attainment and contact adherence.• Assisted with territory assignments, quota and workload balance projects.• Provided decision support to managers and executives.• Assisted with the on-boarding of new partnerships and the development of reports supporting those programs.• Identified accounts at risk of running out of both job and resume inventory.• Performed account retention and contract renewal analysis.

• 

  Deluxe (NEBS)

  • Marketing Database Analyst

    • 1997 - 2007

    • Provided analytic and strategic support for all direct marketing, catalog, sales and inter-net campaigns (mail, phone, fax, web, email, etc.). • Developed reports, applications and models that allow for responsive decision making. • Managed acquisition and retention programs including analysis, strategy development, implementation and budgeting.• Mined internal and external data stores to identify customer segments, buying behaviors, trends and other actionable opportunities. • Analyzed product and pricing strategies for catalogs and other purposes.• Analyzed promotions and recommended means of increasing sales and ROI.• Collected and analyzed qualitative information through sales calls, trade shows, surveys and other sources. • Specified internal and external list criteria based on supporting analysis and consultation with decision-makers. Extracted data from multiple sources and transformed it for use with mail, fax, phone and email campaigns.• Analyzed inside/outside sales rep and territory performance for compensation, territory assignments (TA) and sales optimization purposes.• Assisted IS with data quality and other issues.Major Accomplishments• Developed and implemented quote follow-up program increasing sales by $500,000. • Improved reporting processes efficiency by 800%. • Initiated broadcast e-mail program including reorder reminder.• Developed custom contact management and call reporting applications for inside and outside sales representatives.• Developed a variety of user applications and reporting tools.• Developed databases and data marts for marketing, analytics and reporting.• Developed automated and self-serve reporting systems.• Identified unresponsive and poor performing dealer segments resulting in a DM cost savings of from $50,000-100,000 per year.• Developed campaign and program management applications that helped reduce costs while increasing sales and responsiveness.

• 

  Accutest

  • Westford, MA

  • Technical Director

    • 1994 - 1997
    • Westford, MA

    Responsible for the design and development of programs for a HCFA approved laboratory proficiency testing program.

• 

  RNA Medical

  • Acton, MA

  • Sales

    • 1993 - 1994
    • Acton, MA

• 

  Tra-Con

  • Medford, Mass.

  • Sales Engineer

    • 1992 - 1993
    • Medford, Mass.

    Sold custom and off the shelf solutions for engineering applications involving adhesives (epoxies, acrylics and delivery systems). Product categories included fiber-optic, thermally conductive, electrically conductive and medical among others. The position was largely telesales in nature with a few site visits to local customers.

• 

  Purdue University

  • West Lafayette, IN

  • MBA Program Concentration Marketing

    • 1989 - 1991
    • West Lafayette, IN

• 

  Integrated Genetics/Genzyme

  • Assistant Research Scientist

    • 1987 - 1989

• 

  Genzyme (Integrated Genetics)

  • Asst. Research Scientist

    • 1986 - 1988

    Involved with genetic disease marker research (Cystic Fibrosis) and cancer (cellular regulation pp60src) research. Among other things I rebuilt the megabase mapping capabilities for the genetic disease team. This included CHEF and Pulsed Field technologies.