CCB Chief Data Office - Data Governance Product

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Risk Management Data Analytics

Designed and optimized queries used for data extraction, stored procedures, jobs, and the creation of views and functionsGenerated reports in both Cognos Report Studio and SSRS reporting environments while utilizing specialized software and VB Scripting for formatting, improving efficiency and automationEvaluated and analyzed data to insure accuracy and draft documents to be used in understanding the current level of progress towards internal business needsEmployed various data mining and fact finding techniques for requirements discovery such as one on one interviews and prototyping while creating detailed design documentation based off of the business specifications discovered Utilized descriptive statistics and analysis for team demand mitigation initiativesDeveloped SQL/T-SQL code to mine data in various database environments to include Oracle, DB2, SQL Server and Teradata, providing real time, ad hoc and historical data for further analysis within Tableau or ExcelEnsured processes, risk controls and audits are in place for reporting and department related dataAssisted with development and testing for various UAT projects to implement report automation

Provided real time feedback to IVR and MIS shops utilizing various business systems with call tracking, call flow recommendations and trend analysis utilized to impact business decisions, improve productivity and mitigate riskDesigned, managed, and analyzed various action plans focusing on enhancing customer service by seeking alternative options to improve agent awarenessEvaluated telephone calls, made independent decisions regarding performance and provided behavioral coaching for customer service agentsServed as a customer liaison in a fast paced, team environment providing world class service to escalated customers seeking assistance in the Mortgage portfolio