State Government Massachusetts Commonwealth of

Business Solutions (Data) Architect

Zwift

Built Tableau dashboards using data from Kustomer, Amplitude, and Segment to visualize core customer support operations KPIS(e.g. Average Handle Time), saving over 10 hours per week of manual reporting work

 Spearheaded the restructuring of 100+ legacy data assets using Kimball dimensional modeling framework; collaborated with business and Data Engineering to reduce data model redundancy by 66% and enhance self-service queries by 20%

 Identified changes to customer support ticket routing process by analyzing concurrent trends in 16 key customer support KPIs, enabling customer to reduce operational costs by 13% across 3 global call centers

Distilled insights from trends in over 20 top level financial health metrics for leadership across four organizations as part of a weekly business review

Enhanced the design of 10+ statistical tests by adding random effects, increasing the power to detect marketing campaign effects on upper funnel customer behavior by an average of 25%

Pinpointed and rectified SQL logic errors in elaborate financial reporting pipelines post-transition to a new data source, resulting in a reduction of discrepancies in top-level financial metric reporting from 1% to .9%

Mentored 5 Data Analysts in the use of Data Build Tool (dbt) to implement automated data quality checks and schedule productive runs for over 50 data assets

Senior Data Analytics Engineer | Subscription Analytics, Database Design, BI Reporting

Partnered with data engineers to implement logic to transform raw data from from 10 API endpoints and 1 data stream, each with a payload of over 1000 attributes into business metrics 

Leveraged Google Analytics to measure the fraction of support content web traffic resulting in a support ticket,  enabling the Customer Support Content team to rank 1500+ articles by self-service rate

Advised VP of Customer Support in designing a Tableau dashboards to monitor performance of two contact centers across 16 key metrics, driving strategic decisions to shift 80% of contacts volume to the higher performing vendor

 Automated visualization of customer ticket volume and average handle time data, informing targeted headcount adjustments resulting in a 5 minute reduction in handle time

Migrated 3 executive dashboards from Tableau to Sisense, providing enhanced visualization and reduced development time by 50% 

Coordinated with BPO Operations team to identify and quantify call avoidance behaviors, resulting in a strategy to restructure support ticket ownership driving cost per contact by 13%

Initiated and managed relationships with key CRM data vendors, spearheading development requests that improving the accuracy, availability, and integration  of provisioned data for 5+ key quantities across 5 different systems.

Senior Business Analyst | Customer Analytics | Data Visualization and Analysis Using Tableau and SQL

Engineered an R-based automation process for integrating third-party competitor data, cutting analysis time by over 10 hours weekly and generating   $10,000+/ month  for the strategic marketing team

Developed a machine learning  based predictive model for assessing customer attrition that was embedded into three go-to-market products, enabling customer support representative to dynamically monitor the chance of attrition with 85% accuracy

Decreased runtime of a predictive model from 40 minutes to 3 minutes by identifying inefficiencies and cleaning over 2000 lines of  R production code

Estimated the market size for a smart car prototype by teaming with three business analysts to apply a decision tree-based model across a set of 9000+ customers and 20+ demographic features.

Data Analyst | Marketing and Customer | Predictive, Statistical Modeling 

•  Rigorously applied design thinking methodology to develop  a prototype for a car with features that mitigate the effects of age-related conditions on driving safety. 

• Quantified the market size and depth for the car prototype by using a decision tree to classify 9000 potential customers into buying propensity segments based on the alignment between their needs and needs served by the prototype car's features. 

• Communicated insights on the market size for the prototype to over 30 professionals representing more than 10 different industries

Business Analyst Apprentice

Data Analyst / Scientist with over 7 years of experience in the field! 

I specialize in turning messy transactional data into analytic data  for informed decision making using various Azure data management tools, Tableau, and Python.

My detail-oriented nature makes me a natural data sleuther and I have been known to find discrepancies in code and data reporting with major positive consequences for business.  

I thrive in environments that have uses cases and sufficient data for machine learning models. 

I am particularly interested in the use of computer vision algorithms  and anomaly detection for the purpose of identifying fraud. 

I'm always open to connecting and discussing opportunities. Feel free to reach out to me via email at pjmslc@gmail.com or by phone at (424) 312-5224.

Skills: SQL, Tableau, Redshift, Snowflake, Python Pandas, R, dbt, Databricks, JMP, Git, Jira

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