Amy Tran Email & Phone Number

Toronto, Ontario, Canada

• Working in Customer Service Delivery Division within Operation. Analyzing ridership, performance, delivering insight on customers pain point, customers pain point using the GO/UP services.• Build and automate Voice of Customer (VOC) reporting through Power BI; used by business partners for insight and strategic initiatives that allow for measurement and improvements overall in customer satisfaction• Maintaining and continuing to improve PRESTO VOC Power BI dashboards, to measure the… Show more • Working in Customer Service Delivery Division within Operation. Analyzing ridership, performance, delivering insight on customers pain point, customers pain point using the GO/UP services.• Build and automate Voice of Customer (VOC) reporting through Power BI; used by business partners for insight and strategic initiatives that allow for measurement and improvements overall in customer satisfaction• Maintaining and continuing to improve PRESTO VOC Power BI dashboards, to measure the success of the PRESTO Contact Centre Call Volume (80%/30 second SL, FCR Rate, IVR, IVR Self Service Rate against Target and After Call Survey)• Build the Customer Service Delivery KPIs Dashboard (Weekly & Monthly Headline Board) through Power BI which helps reduce the manual process of creating trend visuals by least 2+ hours/week• Enhanced the Service Guarantee Program Power BI report to provide the insights that helped measure the success of Program• Compile data, create various and ad-hoc reports that illustrate data driven insights and findings from different data sources in a clear, insightful and actionable manner • Build and automate the Customer Communication Audit Unstaffed Stations to measure the success of PA, digital signage and overall of the Unstaffed Stations• Developed a filing structure for organizing all team contents to SharePoint, improvement team efficiency and processes Show less

Toronto, Ontario, Canada

• Supported the Multi-Channel Cycle Planning (MCCP) Targeting workflows for Neurologic business using Veeva Align MCCP model. Leveraged strong comprehension of channel and target customer needs to develop and deliver easy-to-use past-performance reviews and guidance to field sales teams for their semi-annual engagement plan development.• Development of multiple executive summary and territory-level dashboards leveraging PBI that integrated engagement (Veeva), PSP, and order management data… Show more • Supported the Multi-Channel Cycle Planning (MCCP) Targeting workflows for Neurologic business using Veeva Align MCCP model. Leveraged strong comprehension of channel and target customer needs to develop and deliver easy-to-use past-performance reviews and guidance to field sales teams for their semi-annual engagement plan development.• Development of multiple executive summary and territory-level dashboards leveraging PBI that integrated engagement (Veeva), PSP, and order management data to enable multiple levels of management to monitor retention and new patient enrollment in PSPs. Deployed to multiple stakeholders on a weekly and monthly cadence. Developed Solutions were customizable and drillable to deliver task and territory-specific insights into product-in-marketplace success; key projects were:o Lab Assist report to measure and monitor patient retention dynamics related to a critical treatment complicationo Analysis tool to highlight high value engagements, along with understanding customer affinity by territory and regiono Enhanced Leadership dashboard for Spinal Muscular Atrophy Business Unit enabling strategic planning based on market and performance KPIs and insights• Territory alignment management, understanding resourcing and FTE requirements with the support of preferred industry consultants • Power BI champion for local team, supporting the MS commercial team and the rare Business Unit. Development and enhancements of Power BI reports published to stakeholders including patient support, commercial and medical, along with senior management team Show less

Oakville, Ontario, Canada

Oakville, Ontario, Canada