•Lead the development of a high-performing analytics team that serves our Miracle-Ear stakeholders, providing expertise during business projects and addressing both long-term and ad-hoc data requests.•Maintain relationships with strategic franchise accounts, providing performance updates and driving operational changes to enhance their growth.•Lead initiatives to develop and maintain reporting tools and Business Intelligence dashboards, to support the Miracle-Ear retail excellence team, leadership, and our franchises.•Manage and prioritize Miracle-Ear data development backlogs with our local and global BI teams, facilitating the development of KPIs and the publication of Power BI dashboards to drive actionable insights.•Utilize a continuous improvement mindset with our current BI dashboards, actively seeking feedback from stakeholders, testing solutions, and streamlining processes for increased efficiency.•Actively participate in our leader mentorship and growth program to enhance leadership abilities and mentor summer interns in business acumen and analytic functions, contributing to their professional development.

•Work within digital agile team in Mortgage Servicing to make improvements for the online and mobile mortgage platforms.•Create ad-hoc report requests utilizing multiple data sources.•Create monthly management business review decks.•Work with vendor to prioritize defects and enhancements for the online servicing site.•Assist UAT testing team in managing defects and enhancements with vendor and communicating progress to management.

•Manage a small global team that produces regular, repeatable reporting, and ensuring that SLA’s are met consistently.•Provide support for the global team by on-boarding team members, obtaining system and application accesses, meeting regularly for status updates and issue resolution, and providing direction for reporting improvements.•Work with internal departments to identify other reporting processes that are candidates for transition to the team. Build backlogs and timelines for transition.•Create dashboards, reports or data pulls for internal and external teams, in order to provide clear business insights.•Complete reporting improvements by transitioning data sources from flat files and/or access databases to data marts, and utilizing SQL and workflow programs to streamline the processes.•Work with internal audit to identify gaps in processes and/or documentation of process. •Created a process for procedure writing both in conjunction with the global team and also within the business intelligence team. This assists with succession planning and cross-training as well as providing documentation for internal audit.

•Completed a full process inventory of the Consumer Loan Servicing department. •Lead a team to gather business requirements that fulfill the Consumer Financial Protection Bureau’s rule changes that take effect in the fall of 2017. This required both procedural and system changes.•Act as a point of contact between I.T. and the business for a system upgrade.•Completed daily account reconciliations on various general ledgers, based on a rotating schedule with other analysts.•Completed daily, weekly and monthly reporting, using multiple reporting sources, based on a rotating schedule with other analysts.

•Assisted with the improvements of our issue management process, including upgrades to our system with new functionality, integrating more user groups within the process, user testing the new functionality, and creating SOP documentation. Worked to define proper reporting for the compliance and trending of issue•Worked with a task force in order to define the start of a project, create an SOP for initiating a project, and created template documents to ensure consistency at the start of a project. •Worked with a task force to define the end of a project, create an SOP for closing a project, and create template documents to ensure consistency at the close of a project. I also was involved in defining the systematic requirements needed to close a project within our new software application, and proceed to define the type of clean up required to begin closure of aging projects.•Completed a monthly scrub of data required for resource management. Assisted with the management of data for any resource changes.

•Served as a subject matter expert for material ordering in the implementation of a new task management software application.•Member of the process improvement team to instigate changes in the current software application and business processes.•Created and updated process documentation for event management.•Managed incoming deliverables from vendors by reviewing the documents, approving or rejecting the documents, and filing them appropriately.•Trained new hires in material ordering, lift ordering and task management.•Ordered materials for upcoming installations through our warehouse or through procurement.•Ordered and managed lift rentals and invoicing.•Managed the receipt of overdue invoices or deliverables from vendors.•Monitored customer inventory and requesting product for accounts.