Asurion

As Manager of Quantitative Analytics at Asurion, my primary responsibility was to drive actionable insights through data analysis and visualization. I developed robust dashboards that effectively communicated program health and supporting metrics to key stakeholders while designing reports that pinpointed areas for improvement in systems and channels. Through these reports, the company was able to make data-driven decisions that improved overall performance.

In addition to driving insights through data analysis, I was also valued for my ability to assist with the  training and mentoring of analysts and business end users. I developed training programs that equipped analysts and business end users with the necessary skills to effectively analyze data and provide insights to stakeholders. I also provided ongoing support and coaching to ensure that everyone was able to effectively contribute to the company's success.

Collaboration was a key aspect of my role, as I partnered with various teams to enhance system logging, gather project requirements, and implement the latest text analytics techniques to better understand customers' needs. Through this collaborative approach, I was able to identify and implement solutions that saved Asurion millions of dollars in unnecessary replacements, reduced costly claims, and improved on-time arrival for repair technicians.

My experience with Asurion's AWS big-data platform allowed me to quickly identify performance changes in near real-time, enabling me to make recommendations and implement changes that improved overall program performance. I am actively seeking new opportunities in analytics roles that value data-driven decision-making, strategic thinking, and collaboration, including roles that involve training and mentoring of analysts.

Manager Quantitative Analytics

Murphy USA

I successfully led the team in leveraging my expertise in SQL Server to drive operational insights for retail sales, inventory, labor requirements, and scheduling needs. My team and I developed stored procedures and SQL agent jobs to extract, transform, and load data into customized Power BI/Excel-based reports, which were critical in providing actionable insights for executive leadership.

Trained Team Members in Analytical Tools and Led Successful Implementation of Custom Labor Model and Blue Yonder Workforce Management for Retail SaaS Solution

I also made sure to train team members in the analytical tools they needed to analyze data effectively, so they could contribute to our team's success. In addition, I led the successful implementation of a custom labor model and Blue Yonder Workforce Management for Retail SaaS solution across all retail locations. This implementation resulted in significant improvements in workforce management, employee productivity, and ultimately, customer satisfaction.

I believe in collaborating with cross-functional teams to drive operational efficiency. Throughout my time as the manager of the Operations Analytics Team, I worked closely with other departments, such as sales, marketing, and finance, to identify and address operational inefficiencies. This approach helped us to develop more effective strategies, reduce costs, and increase revenue.

My skills and experience in SQL Server, data analytics, and project management have enabled me to successfully manage my team and deliver exceptional results. I have extensive experience in creating reports and data visualizations, data analysis and modeling, and database management. I am also skilled in identifying key performance indicators (KPIs) and developing metrics to track progress towards operational goals.

Senior Operations Analyst

JPMorgan Chase

I played a crucial role in designing, developing, and maintaining reports to extract and analyze data from multiple sources. Utilizing a range of software and tools, including P/L SQL, Excel, MS Access, and VBScripting, I created insightful analytical reports and presentations for management at all levels.

To ensure the highest level of confidentiality and data privacy, I had a deep understanding of how to handle sensitive information and always adhered to data privacy policies. In addition, I constantly sought out alternative solutions to meet user requests, using established applications and tools to identify new and innovative ways to present data.

As part of my responsibilities, I participated in report testing and meticulously documented any bugs found, assisting in the resolution of any problems. I also validated the accuracy of data and helped prepare reports while interpreting and gathering requirements to efficiently fulfill requests.

With a proven track record of developing, analyzing, and reporting at various levels of expertise, from basic to executive reporting, I proactively suggested applicable metrics and calculations to address topics. My analytical experience allowed me to make informed decisions and provide insightful recommendations to management, improving the overall performance of the organization.

Business Operations Analyst

Convergys

As a Workforce Management Analyst, I honed my skills in analyzing, forecasting, and optimizing labor resources. My passion for data-driven insights and continuous improvement has driven me to become a leader in this field.

At Convergys, I was responsible for ensuring optimal staffing levels and efficient labor scheduling across multiple locations. I collaborated with stakeholders to gather and analyze data, identify trends and make recommendations to improve staffing efficiency, productivity and service levels.

My experience includes developing and implementing workforce management strategies that incorporate best practices, industry benchmarks and customer needs. I have also designed and implemented performance metrics and reporting dashboards to provide visibility and transparency into staffing, scheduling, and productivity.

Workforce Management Analyst

I successfully manage a team of customer service representatives while leading the nesting process of newly trained agents to the production floor. My responsibilities include supervising a team of customer service representatives, monitoring daily operations of the call center, providing coaching and feedback, analyzing call center data and trends, conducting regular performance reviews, developing new training programs and procedures, and ensuring compliance with all call center policies and procedures.

As an Agent Nester, I manage the nesting process of newly trained agents and deliver training programs for newly hired agents. I coordinate with the Training department to identify training needs and develop customized training programs for new agents, analyze nesting and training metrics to evaluate the effectiveness of training programs, provide coaching and feedback to newly hired agents, and work with cross-functional teams to identify operational gaps and provide solutions to improve overall performance.

With my skills and experience in call center operations, leadership, and agent nesting, I effectively manage my team and deliver exceptional results. I am proficient in call center software such as ACD, IVR, and CTI, and have experience with workforce management, quality assurance, and customer service metrics.

Call Center Team Leader

US Army

Supervisor, Avionics, Troubleshooting & Repair

I am a highly skilled Manager of Quantitative Analytics with expertise across various industries such as finance, retail, and insurance. Throughout my career, I have successfully developed and implemented sophisticated quantitative models, dashboards, and reporting systems that have substantially improved the financial performance of multiple organizations. My exceptional communication skills enable me to effectively present complex findings to senior management and collaborate with cross-functional teams to drive successful outcomes. As I continue to progress in my career, my goal is to leverage my extensive experience and expertise to drive innovation and optimize business processes in the dynamic field of quantitative analytics.

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