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Summary

I am currently responsible for maintaining and evaluating various call center processes and metrics at the agent, managerial, and departmental levels. I have been successful in helping to translate business goals into action at multiple levels of management by helping to define a common language, working cross-functionally and providing distinct reporting solutions at each level.

Work experience

Bridgepoint Education

Jun 2018Present

Lead Operations Data Analyst

  • Automate reporting for our team that allows a deep-dive into current performance trends to isolate opportunities for staff coaching and process improvement. This has allowed managers to increase staff efficiency and make changes in call strategy to increase the connect rate.

  • Create custom data structures for use in data modeling and multiplatform report visualizations that enable leadership to assess, analyze and act.
  • Work with leadership to model staffing solutions based on historical conversion rates and lead forecast daily distribution to optimize daily service levels.

  • Work cross-functionally to help improve Enterprise-Level reporting and data integrity for my department.

  • Supervise and coordinate activity within the Student Inquiry reporting team to manage client expectations and provide creative solutions.
  • Centralize reporting infrastructure to reduce data duplication and provide a single source of truth.

Bridgepoint Education

Feb 2017Jun 2018

Operations Data Analyst

  • Design and deliver CRM database queries and reports to provide accurate and structured information for quick decision making.
  • Proactively support departmental initiatives through active collaboration with stakeholders and leadership to manage expectations and deliver projects on time.
  • Successfully create, update and maintain tools and processes to ensure compliance with the Telephone Consumer Protection Act (TCPA) and internal Operations Compliance thereby reducing the risk of violations.
  • Provide analysis based on custom data structures to compare historical data by week, month, quarter and year that I use to recommend changes in call strategy.
  • Create and maintain centralized documentation to support reporting processes enabling easy access to training and support materials.
  • Trusted by management with completing monthly agent evaluation scorecards that are used in semiannual evaluations.

Bridgepoint Education

Jul 2014Feb 2017

Inquiry Coordinator

  • Manage a high-volume workload within a deadline-driven environment. Handled an average of 500 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).
  • Use strong communication skills to listen, assess and de-escalate volatile student interactions.
  • Interpret and communicate university policies and procedures accurately to avoid occurrences of misinformation and ensure compliance with regulatory agencies.
  • Ensured an exceptional experience for the student by being empathetic which resulted in a consistently high transfer rate.
  • Management of student information system data integrity and security.
  • Participate as a member of the "Creative Board" to plan and facilitate division gatherings and events.

Ashford University

Dec 2010Mar 2013

Enrollment Advisor/Admissions Counselor

  • Conducted pre-admissions student interviews to help determine admissibility, motivation, support system, current situation, and desired outcomes.
  • Set student expectations for use of effective communication, time management, and accountability practices.
  • Supported and encouraged student progression through the effective use of motivation, coaching, positivity, and relationship building.
  • Tracked student progression and helped facilitate communication with other student facing and non-student facing departments to ensure best in class student service.
  • Became the lead "go-to" person for new reps and particularly challenging calls as one of the teams primary mentors/trainers of new employees.
  • Created and maintained excel spreadsheets to track metrics and trained immediate supervisor and department head regarding their usage.

Kelar Pacific, LLC

Nov 2008Dec 2010

Business Development Account Executive

  • Identified and qualified opportunities for sales executives, consultants, and other team members.
  • Advised partners and clients on current industry trends and long-term opportunities.
  • Worked closely with clients to ensure all support and training needs were met.
  • Worked in cross-functional teams to identify strategies for new business growth and to ensure current account retention.
  • Consulted with potential business partners to identify mutually beneficial contracting opportunities.

U.S. CAD Inc

Mar 2007Sep 2008

Territory Account Manager

  • Educated civil engineers on the impending design shift in civil engineering to intelligent 3D modeling.Performed consultations with current and future clients to understand their business structure and help solve specific business needs.
  • Collaborated with key internal team members to develop solutions for underserved market segments.
  • Attained highest vertical sales percentage of all team members (2007).
  • Worked with team engineers to tailor support solutions for clients.

DLT Solutions

Sep 2004Mar 2007

Federal Account Representative / Sales Associate

  • Grew revenue more than 40% in the first year and consistently improved revenue year over year.
  • Explored new business and partnering opportunities via federal acquisition websites.
  • Researched opportunities to identify the involvement of key stakeholders.
  • Researched RFP/RFQ scope of work and matched requirements to relevant software features.
  • Collaborated with Autodesk account managers, resellers, and technical staff to facilitate and implement business plans.
  • Trained and mentored new employees on best practices, industry knowledge, & historical account data.

Education

James Madison University

May 2004

B.B.A. Computer Information Systems (CIS)

The CIS program focuses on the development and management of information systems in a business environment. Students develop the technical skills and organizational insights required to analyze, design, implement and administer information systems. The CIS curriculum includes hands-on projects, laboratory exercises, case analysis and business simulations to build strong technical and analytical skills, effective oral and written communication skills, and the ability to work independently and in team-oriented environments.

Skills

Power Query / Pivot- Intermediate

Self-service business analytics and data transformation tool.

Power BI - Advanced

Business analytics suite used to deliver data insights with robust visualizations.

MS Office - Advanced

Basic spreadsheet modeling and data manipulation

SQL - Intermediate

Other Technologies Used

CRM: Sales Force, ACT!, Podio, Talisma
Support: Team Viewer, Sharepoint

Data: SQL, Excel, Tableau, SSRS, MS Access, MS Flow, O365, SharePoint

Hobbies & Interests

Hobbies: Basketball, Cooking, & Web Design.
Interests: College Basketball, Hip-Hop, & Ethnic Foods.

References

Available on request.