Conduct qualitative and quantitative research to collect client feedback and identify opportunities for our products, services, and processesDevelop PowerBI dashboards to analyze qualitative and quantitative datasets and effectively capture insightsImplemented a CX content library via Sharepoint to archive interviews, categorize trends, and share insights with cross-functional teamsDesigned interview forms using InfoPath to capture customer demographics and qualitative insights to automate our documentation initiativeSynthesize qualitative findings using text analysis, journey mapping, ethnographic interviews, and thematic analysis

Developed reports to assess client satisfaction based on call reason, product bundles, client tenure and client revenue valuation Designed a Tableau dashboard to display customer support case management which improved case activity performance by 4%Leveraged SQL databases and developed multi-functional reports and disseminate insights to leadership teamDelivered ad hoc requests to leadership varying from sales data, account compliance, associate performance, and client satisfactionCollaborated with leadership to uncover gaps in processes and develop reports to track and address process improvement

Created and executed region communications regarding updates in compliance, field technology and internal processesRedesigned, organized, and managed internal communication web page and increased site visits by 12%Served as liaison between regional leadership and corporate project managers to prepare, execute and manage initiativesEvaluated associate training gaps by collaborating with technical support, field associates and managers on a monthly basisBuilt cross functional partnerships with technology and product development teams to effectively communicate upcoming changes to field associatesServed as backup reports analyst for the region on a frequent basis

Implemented payroll and tax software for over 800 accounts for small business clients totaling up to 1M in client annual revenueConducted client meetings to regularly educate them on payroll and tax software, address product adoption opportunities and troubleshoot any outstanding issues Delivered a net promoter score of 87.5 against the region average of 67 through customized client meetings and account auditsDeveloped a net promoter score simulator via Excel to assess number of promoters needed to reach regional scoreCollaborated with analysts, quality control, sales partners, and other product specialists to enhance client experienceTrained service associates to implement new clients which led to a 3% lift in new client accounts started in fiscal year 2019