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
• 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.
• 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

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.
• Development of multiple executive summary and territory-level dashboards leveraging PBI that integrated engagement (Veeva), PSP, and order management data… Show more
• 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.
• 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.

Oakville, Ontario, Canada

Oakville, Ontario, Canada