Angela Burns Email & Phone Number

Livonia, Michigan

Livonia, Michigan

Ann Arbor, Michigan

• Manage a team of eight analysts in the Financial Services and Travel industry verticals.
• Collaborate on company initiatives with cross functional teams to continuously improve our offering, including a strategic analysis report overhaul, a Retail Banking Go To Market plan, and client journey mapping.
• Performed a regression analysis of analyst time tracking data to identify model for estimating client servicing hours based on various factors.
• Develop team members by reviewing work, providing feedback, and helping to navigate challenging situations.
• Assign accounts and assess analyst bandwidth to maintain a reasonable but challenging workload.
• Provide strategic and industry knowledge to clients in need of additional attention.

• Proactively educated, engaged, and serviced clients in ForeSee tools, products, deliverables and technical needs through account planning, onsite interaction, meeting facilitation/management and use of relevant data.
• Coached client analysts through reviewing deliverables and aiding in client requests and interactions.
• Managed technical aspects of the client relationship by engaging developers and implementation engineers, and communicating solutions to the client.

• Managed data analysis for a book of business containing 20 clients in various industries, totaling $1 million in annual revenue to ForeSee.
• Advised clients on survey creation, measuring in various channels such as digital, contact center, and in-location.
• Enabled clients to explore their data in the ForeSee analysis portal through training and educating clients on portal features and functionality.
• Conducted and presented strategic analyses to clients via WebEx or in person, communicating insights and offering actionable recommendations to both tactical and strategic stakeholders.

Columbus, Ohio Area

• Managed multiple satisfaction tracking studies used in employee variable compensation to track the customer experience.
• Reported and socialized customer satisfaction results quarterly to serve as the voice of the customer to all stakeholders, from the CEO to agents.
• Presented quarterly results and additional analyses to various business units to improve the customer experience.
• Created memos summarizing JD Power satisfaction study results in an easy to consume format for internal business units and to prepare upper management for JD Power press releases.
• Synthesized JD Power and internal customer satisfaction results to create a holistic story for a complete understanding of the customer experience.

Livonia, MI

• Designed questionnaires to achieve client objectives while considering the end goal to reduce duplicative efforts.
• Communicated with internal and external vendors to facilitate all aspects of my various projects, including programming and fielding.
• Continuously monitored the quality of data from the start of fielding to reporting.
• Prepared deliverables in PowerPoint and Excel which reveal results of the studies and insights for the clients’ business.
• Automated multiple reports and processes in order to generate efficiencies.

• Utilized customer satisfaction data to analyze the customer experienced based on tenure.
• Tracked customer enthusiasm and reported actionable insights to business units.
• Analyzed quote website survey data to improve online quote process.

Farmington Hills, MI

• Measured Customer Satisfaction at a big box office supplies retailer through an ongoing tracking study.
• Generated cross tabulations and tables for checking data on SPSS through creating and updating syntax.
• Completed secondary research to enhance proposals.
• Coordinated and attended focus groups and in-home interviews for various companies.

Riverwoods, IL

• Tested effectiveness of a hockey team sponsorship through creating a survey, analyzing results, and presenting the insights to the Discover Ad/Brand team and the hockey team executives.
• Assessed the appeal of potential new card products through conducting focus groups and rating the products based on consumer reactions.
• Introduced and encouraged use of a new research portal by inviting users to create groups and collaborate and by creating an introductory PowerPoint for other teams within Discover.

• Orchestrated all aspects of new construction sales with customers.
• Counseled new buyers with selection advice.

Master Of Science (Ms), Marketing Research, 4.0

Bachelor'S Degree, Marketing