- Model forecasts for call center volume and average call time using predictive statistics in Python, ensuring forecasts are accurate at both an overall level and by skill groups and maintaining a less than 5% forecast error rate- Generate 30-minute interval forecasts per skill group and upload to our call center management software to ensure agent scheduling teams efficiently staff agents to interval demand- Organize and query data using SQL, including importing data into Google Sheets using automated processes, to conduct analysis on forecast performance, drivers of call volume trends, and sources of outlier values- Collaborate with team members to ensure agent capacity is balanced to meet forecasted demand- Create data visualizations with Looker and reports within Google Sheets to clearly communicate KPI metrics- Present forecast performance and adjustments once a week to members of upper management within Workforce Management

- Develop insightful dashboards, reports, and visualizations for membership recruitment and retention, as well as other revenue sources- Use data to optimize sales performance and better understand effectiveness of promotional campaigns- Provide training to staff and volunteers in competency in data availability to make data-informed decisions and communicate to targeted market segments in a timely manner

• Facilitated data maintenance and cleanup within company Salesforce database• Coded automated robotic scripts to carry out repetitive tasks that gave employees more time for value creating projects• Documented fields and objects within Salesforce into a data dictionary to be used by both IT administrators and sales team training

• Set up production kitchen for daytime use• Assisted customers in selecting from a variety of bakery and deli products on the sales floor and deli counter• Assured food items stay within safe temperature range and rotated FIFO to ensure freshness• Prepared and ready production kitchen at the end of the night for use by 1st shift production

Manage the bakery production for Ingles store #307 during the 2nd shift. My duties include producing the optimal amount of baked goods to optimize sales and decrease waste, rotate perishable goods via FIFO order, and clean and organize the kitchen at the end of the night so that it is ready for use by 1st shift associates.

As a student associate at ETSU's IT Helpdesk, I assisted students and faculty with problems related to their computer software and university accounts. I answered questions via phone calls, emails, online live chats, and in-person visits. Problems I solved on the job included difficulty logging into university accounts, difficulty accessing student records and updating personal info through Self Service Banner, cleaning laptops of viruses and malware, and installing and running anti-virus software on laptops.