Mike Dray Email & Phone Number

Austin, Tx

Marketing Research Analyst – Partner and Retail Sales OrganizationPrimary Analyst for Reporting Automation and weekly/monthly outputs. Deliver Analysis, reporting, and customer lists for email/sales campaigns and vintage knowledge.• Provide weekly and monthly reporting to the partner and retail sales team on over 50 reports thru excel, oracle, sql, and Qliksense/Qlikview• Supply vintage channel reporting for Retail, Partner and Direct partners consisting of over 75 metrics and provide trend and analysis on a monthly basis.• Streamline and Automate code for current and new reporting. This saves over 10 hours a week and enabled me to take on more reporting needs.• Automate email reporting and move into Oracle the Watson/IBM analytics. This consisted of over 200 different emails and saved over 20 hours a month of updating manually.• Manage JIRA queue, prioritizing as needed to business needs.

Owner of Sales Performance Incentive Fund reporting for Consumer and Small Business Sales Compensation with over 3000 sales reps on a quarterly basis. -- Provided effective liaison between the Sales organization, SPIF owners, Sales Compensation and Finance improving communication and ensuring timeliness.-- Produced 15-20 custom SPIF reports tying data from Dell Data Warehouse and COIN$ finance database delivering high accuracy in payout, and substantiating business activities. -- Streamlined SPIF reporting process by transitioning report management from Microsoft Access to SQL databases effectively reducing report production time and staff by 50%-- Created best practices to integrate Consumer Sales SPIF reporting process into existing process greatly enhancing department transition

Primary analyst for Orders Causing Contacts including OCC database development, reporting package & presenting weekly highlights to executives, managers, and training staff.--Created the Contacts Per Order-CPO/OCC for Americas and Asia regional dashboards including weekly distribution clarifying executive training decisions--Created and produced the FastTrack system unit dashboards published on a weekly basis enabling clear trend identification--Managed the transition of multiple standard reports to Eclerx and Wipro in 25% less time than predicted--Provided ongoing mentoring and training for less tenured analysts ensuring skill building and efficient on-ramping--Drove efficiency by 200% transitioning the GRBO reports from Microsoft Excel and Access to automated SQL databases including a complete code rewrite --Transitioned OCC reporting Databases to team servers. Automated whole process and rewrote code to streamline the whole process establishing better data control and efficiency of data processing.

Senior data analyst for Americas Business Unit customer care organization responsible for creating and managing operational reporting, customer satisfaction standard reporting and auditing, as well as special projects. Reports created and maintained include email capture, representative call logging compliance, customer satisfaction, as well as call transfer reporting.--Established department contact avoidance reporting which tracked year over year trends including cost savings which was cited as an Executive Black Belt efficiency--Created and maintained the Vista upgrade database for a special project which enabled customers to register for their operating system upgrade on-line for the first time in Dell history significantly improving customer experience and decreasing case escalations--Received Quarterly Leadership Award

Provided telephone and email support for an outsourcer organization of over 200. Support consisted of managing escalations, issuing parts dispatches, training agents, auditing calls to ensure quality compliance and reporting performance trends

Managed 25 technicians in the Early Life Support organization. Used data collected by team in order to generate weekly call avoidance reporting which was presented weekly to Sr. Management, Product Group and Engineering

Provided telephone technical support for Major Account customers facing technical break/fix issues with their desktop systems as part of the Early Life Support organization. --Achieved 95% success rate versus a 55% goal and significantly increased customer satisfaction by launching a call-back queue