Amy Simons Email & Phone Number

•Delivers presentations to internal stakeholders updating them on the current environment of contracts open for negotiation•Builds an automated, user-driven trend report of provider reimbursement metrics to assist with strategic decisions

•Provided weekly readouts of customer experience metrics (OSAT, CSAT, NPS) and verbatim topic categories to 50+ business partners by leveraging Qualtrics, Excel VBA, and Power BI•Led the technical implementation of CSAT surveys across 6 web platforms after the $7.2 billion merger between Tech Data and SYNNEX in Sep 2021•Derived actionable insight from voice of customer feedback and presented recommendations to senior management for improving end-to-end customer experience•Collaborated with co-workers to design a robust natural language processing model with 95% accuracy that automates the categorization and sentiment scoring of free-text data•Helped create a ticketing system across 17 countries for triaging customer feedback and tracking the outcome of follow up

•Created 75% more visibility of customer experience KPIs and verbatim with weekly reports and Tableau dashboards•Initiated market research of survey design best practices and compiled a list of 10 ways to enhance our existing surveys

•Communicated with senior management to determine the business needs and prioritize milestones•Analyzed 65,000+ records of university admissions data in Power BI and discovered market segments (academic, demographic, and geographic) needing additional recruiting efforts

•Organized review sessions during the semester for students in BSAN 300-Programming for Analytics to ask questions relating to Python and the key principles of coding

•Maintained financial records for 5 Academic Success Center (ASC) budgets totaling over $100,000•Facilitated communication between a team of 8 ASC members and Stetson's financial office•Streamlined the payment record-keeping process by documenting procedures and communicating changes to increase work efficiency by 2-3 business days

Melbourne, Florida

•Built a database with contact information on 250+ churches in Brevard County for marketing Thrivent's fraternal benefits•Organized a Thrivent marketing event to expand clientele and increase sales for a financial representative•Utilized Salesforce to populate client reports for a financial representative to deepen relationships•Increased process efficiency by creating the following documents: Variable Annuity, Term Life Insurance, and Mutual Funds

Houston, Texas

•Acquired prospect data and maintained a customer relations database utilizing specialized software and resources•Strengthened customer relations via precisely answering questions and troubleshooting issues as they arose