David Flock Email & Phone Number

California, United States

Palo Alto, Ca, Us

Mountain View, Ca, Us

* Revamped Google Data Studio dashboards by automating data refreshes and migrating Google Sheets sources to back-end databases. Utilized PLX internal tools to handle data refresh schedules, distribute failure alerts, and construct SQL queries. Developed comprehensive Google Docs documentation to explain reporting mechanics and structure.* Spearheaded the Text Analytics (Qualtrics) program for gUP Store, encompassing model creation, dashboard development, team request management, and vendor/developer relations for data pipelines. Proactively submitted feature requests to optimize data pipelines.* Collaborated with the core team to enhance department data request submissions, established task management processes using Tables, and introduced a scrum-like environment to boost overall productivity.* Lead Pulse (in-house reporting tool) testing efforts during a back-end migration to real-time reporting. This required an audit of current key metrics to ensure they were mirrored in the new environment; Opening tickets when bugs were observed, and ensured ticket completion; Creating a relationship with developers and managers to understand marquee timelines as well as understand reasoning for metric deprecation.

San Diego, Ca, Us

* Product owner for our automated telephony system (IVR). Handled requirements gathering for customer IVR requests, collaborated with developers on API configurations, conducted end-to-end testing for IVR data flow updates, and verifying CRM Dynamics configuration changes.* Developed and maintained Power BI reports for contact center KPI reporting, including platform-specific reports, data transfer process creation, and system update coordination. Produced ad hoc Power BI reports based on client or internal requests, connecting data sources such as Excel files, databases, and custom API connections.* Designed IVR call flows in line with the Business Continuity Process prior to the pandemic, enabling agents to work remotely using multiple telephony systems. Efficiently managed the hybrid model by consolidating data across servers and maintaining consistent KPI reporting.

San Diego, Ca, Us

* As Tech Lead, drove the successful implementation of the inContact contact center solution, focusing on documentation and replication of telephony configurations, conveying API and system requirements to development teams via JIRA, and creating Power BI dashboards for team KPI reporting.* Managed the regulatory customer mailing notification process, conducting weekly quality assurance checks on data output using Power BI and confirming file delivery and reconciliation with vendors. Collaborated with the development team on configuration updates based on client requests.

San Diego, Ca, Us

* Assisted the Implementation Manager with new client implementations, utilizing JIRA for tracking and communicating system requirements. Supervised CRM Dynamics mass data updates, vendor and client requirements gathering and distribution, and customer mailing list aggregation using CRM and SQL.* Created internal Power BI dashboards to improve Operations and Services team efficiency. Developed contact center SLA reporting dashboards for Operations using third-party databases, and designed Services dashboards to streamline QA efforts and identify opportunities for internal data synchronization.

San Diego, Ca, Us

* Employed Excel to organize team production output, generate custom reports, and schedule daily/weekly tasks. Reported team output metrics to Data Operations Manager and recommended resource allocation adjustments to fulfill monthly production targets.* Conducted multiple Quality Assurance (SQL) checks to ensure the accuracy of 401(k) products and financial investment information. Developed ad hoc SQL queries to track bugs and collaborated with developers (JIRA) for issue escalation and resolution.* Served as Product Owner for two in-house data processing programs, facilitating communication between Data Analysts and Developers for tool improvements, program upgrades, and data discrepancy resolution. Utilized wireframe applications (Balsamiq) and engaged end users to create efficient processing systems.

San Diego, Ca, Us

• Analyzed and processed data related to individuals and firms in the financial services industry. Also processed documents related to investment vehicles (ex: Mutual Funds, ETFs, Pooled Separate Accounts and Collective Trusts) that supported our Beacon, 401 (k) Rating, and Sales Reporting products.• Pioneered multiple data collection efforts for a financial wholesaler project. Coordinated between upper management and Data Analysts to establish guidelines and direction.• Became the Data Analyst Trainer and instructed over 20 new employees. Large focus on advancing and improving training techniques for the on-boarding process.

• Responsible for registering loans, ordering appraisals and titles for FHA, VA and Conventional types. Constant communication was kept between processing department and loan officers in order to keep account movement efficient.• Managed the pest inspection report process. Process involved scheduling, following up and obtaining Wood Destroying Organism (WDO) reports from termite companies. Also focused on maintaining positive and on-going relationships with effective vendors.

Plano, Tx, Us

• Responsible for data reporting and basic analysis for ACTIVE’s marketing business. Queried data from mainframes and corporate warehouses to support the client remittance process and revenue recognition.• Provided support to sales team for escalated client questions or issues, requiring additional data mining, analysis or reporting.• Complied revenue reports for Accounting. Reviewed and validated final customer reconciliation reports from Accounting for accuracy. • Designed revenue-forecasting tool in Excel for the Active Exchange marketing business. The tool focused on how various promotions would change final revenue.

• Manufactured, installed and maintained Bio-Haven Floating Islands.• Performed individual project cost/benefit analysis and estimated quotes for new projects as well as developed new production techniques.• Managed inventory database records with associated vendor information. I also developed new database templates.

Bachelor Of Arts (B.A.), Economics

Education record