Experience

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  Jewelry television

  Jun 2014 - Aug 2015

  Resource planning intern

  ● Support WFM core functions (forecasting, scheduling, intra-day management) through analysis and optimize performance.● Analyze KPI's and business processes to formulate recommendations for improvements to support the enterprise.● Create timely, complex reports on key metrics and business performance.● Partner with BI, technology teams, and leadership teams to ensure available data are leveraged to full potential.

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  K12

  Aug 2015 - Apr 2018

  Workforce analyst

  ● Designed database in Access to house data about contact center agents based on business requirements gathered from operations leadership.● Developed dashboard in Excel using SQL to extract data in real-time from the aforementioned database and report on agent’s schedule adherence.● Scripted hourly report with Excel VBA and SQL reducing completion time from 15 minutes to 2 minutes; saving our team 2.5 hours to focus on other tasks.● Manage intra-day operations – plan and prioritize to manage agent productivity for 4 contact center sites to assure production runs smoothly.● Responsible for organizing over 200 agents’ information, training plans, and attendance records.● Create applications and dashboards in VBA for management to analyze team member statistics and rankings.● Responsible for creating detailed reports in a timely manner that offer insight on organizational productivity.● Collaborate with internal and external members of all levels in organization to analyze problems and improve processes to correct them. Show less

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  Perfectserve, inc.

  Apr 2018 - Aug 2021

  ● Synthesize data from multiple information systems into customer satisfaction dashboard using Power BI.● Report Net Promoter Score analysis to Senior Leadership to drive strategic product enhancements.● Built capacity forecasting report for Consulting team through historical analysis of billable utilization.● Provide ad-hoc reporting from Tableau to 21 external partners on a daily, weekly, monthly, and quarterly basis.● Design SharePoint sites for cross-functional teams within the company to organize documentation.● Lead implementation of Project Portfolio Management software enforcing data integrity for reporting. Show less ● Consulted with end users to analyze current workflows and offer best practices to streamline communication.● Implemented 32 outpatient physician offices with PerfectServe’s after-hours platform.● Direct training sessions for clinical staff on key features of the system to allow for optimal usage.● Worked with internal cross-functional teams to manage client expectations and ensure quality of each solution.● Optimized client solutions post-implementation proactively to provide the best experience possible. Show less

  • Operations Analyst

    Jul 2019 - Aug 2021

  • Implementation Consultant

    Apr 2018 - Jul 2019
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  Marketlauncher, inc.

  Aug 2021 - Apr 2022

  Senior data manager

  ● Manage team of Hubspot database coordinators to ensure the integrity and accuracy of client data.● Assign and oversee tasks of technical personnel while ensuring subordinates work towards established milestones.● Ensure technical deliverables are met on-time from the onboarding of client accounts through ongoing relationships.● Measure client campaign performance through Business Intelligence tools and market analyses.● Prepare monthly diagnostic reports for 16 ongoing clients to review market response from lead generation efforts.● Provide recommendations for strategic direction on lead generation campaigns based on insights from outreach results.● Support others in the daily use of data systems and ensure adherence to legal and company standards. Show less

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  University of tennessee, knoxville

  May 2022 - now

  Business intelligence developer

  ● Designed and implemented two executive-level dashboards using Power BI, providing key stakeholders with actionable insights and facilitating data-driven decision-making.● Developed robust and scalable data models using star schemas in Microsoft SQL Server, ensuring efficient data storage and retrieval.● Developed ETL processes using tools such as SSIS, stored procedures, and Power Query to move data from diverse sources into the data warehouse.● Provided ongoing support and assistance for ad-hoc data requests, ensuring timely and accurate delivery of information.● Collaborated with data warehouse administrators to propose optimizations for data schema and data flow. Show less