User Acceptance TestingCreated and executed on testing scripts to validate database integrity and appearance of customer facing communications. Ensured communications were compliant and aligned with cost-saving marketing strategies.Developed a testing data questionnaire to identify test scope in early stages of the project. Documentation created opportunities to reduce project implementation costs.Collaborated with multiple stakeholders to give visibility to testing strategy and timelines.Loan Servicing Email Communication ProgramPiloted existing email communication program to an Enterprise level. Program now managing 90 email communications in production.Responsible for independently implementing and managing 20 new email communications within a 12 month period. Includes setting expectations and timelines to stakeholders, documenting user stories, and testing developer deliverables.Was primary oversight and mentor to peers and heavily supported the creation of an additional 40 new communications for the company.Executed project on automated email audit process to reduce resource costs and improve delivery speed

Responsible for gathering system requirements for enterprise-wide data migration efforts.• Documented requirements for our technology partners after analyzing current state data structure and stored procedures, meeting with business partners to record business interests, and conducting surveys on what reports can be retired due to lack of use. • Validated requirements through UAT and Production Validation activities. Created SQL test scripts to validate if the data in our backend tables align with the business requirements. Collaborated with our tech partners to ensure that all discrepancies were addressed and resolved within the timeline established by leadership.

BUSINESS ANALYST – AT&T Analyzed information from large-scale data comprised of AT&T customer feedback through survey responses, call logs, and other data sources. Performed detailed analysis, gave insight into customer pain points, recommended potential improvements and business solutions, and assisted with implementation. • Provided customer examples and data for reported issues, worked cross-functionally with support teams to establish workarounds for issues requiring funding for permanent resolution, and conducted tests on development fixes to ensure changes were working as expected• Reported metrics on customer feedback, customer service call logs, and customer order history, and used data to understand the customer experience• Developed new features focused on improving the customer experience, detecting technical issues, and identifying users impacted by those issues• Translated business requirements and technical information into non-technical terms for communication and collaboration with development, operations, and leadership groups• Acts as the first line of support for data questions and issues; strive to become data subject matter expert for clientProjects:• Key contributor in formulating and implementing a new customer insight data reporting feature for an upgraded portal focused on prioritizing and resolving customer issues and complaintso Worked cross-functionally to create more accessibility to customer surveys and feedback, which drastically improved reporting and issue resolution• Support a mission-critical project to troubleshoot and resolve a feature/system issue by performing in-depth investigation into the system and drafting requirements to ensure proper functionality• Helped plan, coordinate, implement, and manage an email and marketing campaign and was recognized at the department level for performance excellence

-Produced technical requirements and user stories for data warehousing projects to accommodate enterprise solutions.-Investigated data repositories for upcoming projects and initiatives. Determined which ETL processes were impacted, and determined the best approach to query certain data based on the initial business need and architecture. Collaborated with business partners and subject matter experts to validate research.-Projects topics include maintaining legacy processes, adding new member populations to analytics repositories, consuming data for extracts and reports, and initiatives to utilize the growing data lake.-Updated project tracking tools with new project information as details were provided by our business partners or internal teams.-Created documentation to support initiative to modernize new hire on-boarding process. Documents include the list of all extracts and their business value, and guiding questions to identify the scope of work.

- Internship focused on database management and application support for the third-party applications TradeShift and PeopleSoft. - Investigated and fixed technical issues regarding the integration of digital documents between front end and back end applications.- While gaining experience of these third party applications, created document that describes both common and rare issues that appear on PeopleSoft and Tradeshift. Along with the identification of the applications issues, the document also provides step by step solutions for resolving each issue.- Thrived in a team based environment, solving complex problems to successfully assist our companies’ and client’s online interactions. Worked with and assisted CBRE’s client facility management teams in investigating and resolving issues within respective applications.