Tamara Clark, MBA

Experience

• 

  SYKES

  Aug 2002 - Sept 2021

  Developed and designed enterprise information architecture to ensure alignment with business and strategic objectives. Identified tools and strategies to provide leadership with business intelligence necessary to make timely and informed decisions. Directly leading 10 employees and serving 14 clients with 5,000 direct employees. Tasks as above. Key Achievements• Developed Business Intelligence strategy and vision for an enterprise-wide reporting and analytics platform• Created robust, intuitive reporting for decision analytics by consolidating large datasets into small meaningful visualizations using Power PBI created to effectively communicate insights and influence decisions/outcomes to Executive Leadership• Proactively coordinated with cross-functional teams to implement a new coaching tool that prepopulated performance data, provided trending analysis, tracked all previous coaching issued regardless of leader, and provided all details about every agent each manager needed• Implemented standard operating procedures for data sourcing, data automation, data visualization, data analytics, and continuous improvement• Partnered with other departments to streamline their data from the back end to the front-end visual output increasing productivity 25%• Championed the governance framework to continually improve and sustain the quality, trustworthiness, and confidence in the data throughout the organization • Delivered $10+ million in incremental revenues within 2 years through new analytics and data mining• Continually assessed and recommended new technologies and tools to enhance and develop future BI capabilities and roadmaps• Provided thought leadership to align business processes, metrics, accountabilities, and coaching improving performance by 30% in 2 months• Implemented sound strategy that reduced invoice errors from 10% to 3% in less than 3 months• Sold reporting capabilities to clients generating over $40,000 in revenue monthly Show less Drove strategy, process change, and quantifiable outcomes in all workforce functional areas for multiple clients and locations, including staffing, intraday management, real-time management, and financial drivers. Directly led 30 employees across six teams, while working closely with clients to strengthen relationships and offer cost effective solutions to drive performance.• Assisted with driving cultural change around workforce management by demonstrating the value of effective client management, resource scheduling, utilization, and risk management• Drove continuous improvement to increase productivity, accuracy, and improved client management staffing levels• Demonstrated ability to apply tact and diplomacy when addressing all levels of staff• Focused on future strategy as it related to workforce management, technical services, customer experience, business goals and organizational change• Managed alignment of the company to the customer experienceKey Achievements• Provided cost-benefit analysis to assist in achieving financial performance of $20 million in revenue per month• Advised clients on optimal methods to improve the existing outsourced operation and how to improve their internal business units• Implemented standard operating procedures for workforce management, helping to streamline all aspects of workforce from scheduling to real-time management• Assisted in implementing two new sites to support the consumer lines of business while ensuring each site was profitable within the first three months of operation• Developed skills of current employees with monthly coaching sessions to ensure they have the skills and tools necessary to manage all aspects of the business from staffing to agent tool management• Partnered with recruiting and training to meet staffing requirements to ensure each site was on target to meet staffing numbers required to meet service levels Show less Key Achievements• Analyzed client, site, and agent data to identify trends and make recommendations to Account Management to improve performance globally• Implemented reporting processes to monitor specific requirements of global operations.• Developed Performance Empowerment Process trend report and scoreboard to track agent and team manager performance on key performance indicators• Developed and produced a scorecard that compared the performance of two onshore and two offshore sites on key performance indicators Show less

  • Director of Business Intelligence

    Aug 2020 - Sept 2021

  • Sr. Manager Business Intelligence

    Mar 2020 - Aug 2020

  • Sr. Workforce Manager

    May 2012 - Mar 2020

  • Manager, Global Operational Standards

    Aug 2002 - Apr 2012

  • Global Operations Business Analyst

    Feb 2005 - Mar 2007

  • Report Analyst

    Aug 2002 - Feb 2005
• 

  Foundever

  Sept 2021 - Oct 2023

  Director of Business Intelligence

  Sells and promotes the value of BI, analytics, and data management to anyone who will listen, particularly executive sponsors who fund the programme, but also business users of the solutions and IT managers who support it.• Identifies and aligns everyone in the organization who creates BI, data, or analytical solutions of any kind• Coordinates this diverse group of distributed individuals, ensures appropriate interaction, and aligns their output so that the entire organization, not just a department or division, benefits from their efforts• Brings contributors together on a regular basis to interact, collaborate, and align their activities and approaches to share best practices and agree on tools, processes, and approaches for building and managing projects, data, and reports, where they bridge the gap• Establishes standards for corporate reports and dashboards. Keeps a catalogue of existing reports and their embedded data objects on hand for developers to use in order to speed up development, encourage reuse, and reduce report chaos• Gathers requirements and develops applications, and some of the analytical applications, specifically those that are complex or cross-functional and require corporate expertise to develop. The rest are built by business analysts and report specialists in business units who are more familiar with the people, processes, data, and problems that the application is intended to address.• Uses a collaborative approach to define and implement standards. Resolves the dialectic tension between business and IT, speed and standards, enterprise and divisions, casual users, and power users, and reporting and analyticsKey Achievements• Transitioned business intelligence strategy to multiple departments within Sitel after acquisition of Sykes • Partnered with multiple business units to transition business intelligence structure successfully within one month• Continued to coordinate with cross-functional teams to transition Show less

• 

  Sitel Group

  Oct 2021 - Dec 2021

  Director of Global Operational Compliance

  During merger, developed compliance reporting program and analytical techniques to identify fraud trends and patterns, while implementing strategies to mitigate risk for clients across the enterprise. Directly led 3 employees with 15 indirect supporting all accounts. Key Achievements• Led global team of managers and analysts in development of operational compliance processes and reporting capabilities• Refined and simplified current processes and reporting outputs for easier consumption at all levels of the organization• Partnered with other departments to streamline data collection process across all accounts• Implemented standard process for data sourcing, automation, visualization, driving risk mitigation Show less

• 

  Mountain Comprehensive Health Corporation

  Nov 2023 - Jan 2024

  Data Analytics
• 

  RSG - Resource Systems Group, Inc.

  Jan 2024 - now

  Resource Planning and Pricing Manager