Manager, Business Intelligence & Analytics
Citrix Systems, Inc
- Responsible for managing global BI team, including hiring, coaching and developing resources.
- Perform complex analysis of customer behavior and arrival patterns of support cases.
- Utilize data to provide feedback to executives regarding staffing requirements and case flow efforts.
- Lead global TS projects including RFP process, project management and budget/resource management.
- Used data analytics to successfully decrease number of calls waiting over 15 minutes by 50% and abandon rate by 40%.
- Act as main liaison between IT, QA and the support organization.