Worked closely with business leaders to gather, analyze, and interpret data used to make determinations about the needs of the Agent Partner Network. Proficiently used Excel, Power BI, and SQL to create, maintain, and prepare data-driven presentations and automate routine reporting. Communicated findings to business partners through weekly syncs and Rocket Homes leadership team through monthly meetings to provide increased visibility and new-found insights, deep-dive into KPI performance, identify process gaps, and drive data-driven business decisions.• Developed agency tiering report to help Account Directors prioritize communication frequency with the different agencies in their region.• Completed high-visibility impact analysis providing new actionable insights regarding connection to close conversion drivers.• Built Power BI dashboard aggregating monthly performance metrics, projections, and goals for each Partner Network team. Created tailored reporting to streamline team member workflows and provide a higher level of awareness regarding production metrics.• Identified and escalated data anomalies and process flow errors to the appropriate team members to be updated.

Analyzed operational performance and customer experience (CX) metrics using regional Net Promoter Scores (NPS). Blended quantitative and qualitative insights from customer survey data with functional knowledge to develop business cases and process improvement recommendations for senior leadership teams. Owned design, development, and maintenance of ongoing reporting dashboards for retail and technical operation transactional NPS (tNPS) metrics to drive key business decisions. Provided analytical support for budget and forecast analysis as well as high priority ad-hoc requests for both relational NPS and tNPS. Led team in troubleshooting and researching root cause of data issues in data pipelines and collaborated with business partners to resolve defects in the event of a problem.• Managed transition of database resources from Netezza to internal data warehouse for regional CX team by collaborating with internal partners to ensure we maintained data integrity and updated regional dashboards to reflect the new data sources.• Developed CX Viz Portal site which allows employees to easily locate and navigate through all CX regional reports.• Collaborated with a group of analysts to design and teach an online Excel-based course for a 7-week Excel and Data Training Opportunity offered by the Great Lakes Chapter of the Society of Cable Television Engineers and the International Society of Broadband Experts (SCTE ISBE).

Evaluated operational performance metrics for regional fulfillment team. Designed and maintained multiple reporting tools, SharePoint forms, and Access databases. Identified process issues, obtained relevant data, and analyzed information to drive data-based strategic decision-making. Communicated findings in a consolidated and compelling manner to upper management. Prioritized and balanced high focus precision tasks with time intensive daily reporting. Ensured accuracy of data through day-to-day validation, spot checks, and cross-functional partnerships.• Developed SharePoint form that standardized communication between tech ops management and relevant fulfillment teams regrading same day tech changes which increased visibility into occurrences that impacted operational efficiency. • Developed reporting tools to more efficiently capture agent productivity. These reports also help identify key trainable behaviors and areas of improvement for field technicians based on customer feedback.• Facilitated holiday, vacation, and shift bids for ~130 fulfillment agents while managing daily schedule change and overtime requests through Aspect Workforce Management.

Conducted statistical analysis and developed data-driven recommendations to improve customer experience in the region using Microsoft Excel, Access, and SQL. Developed and published regional Net Promotor System (NPS) deep dive reports using Tableau and Microsoft PowerPoint. Managed tracking database for the treatment of customers with chronic issues and regularly produced summary analysis of treatment success.

Responsible for managing visitation of guests, checking out equipment to residents, addressing policy violations, and managing proper use of lobby areas in the residence halls.

Federal Work-Study: Creating, maintaining, and organizing client files, updating and validating client attendance though excel, keeping state and federal database information up to date though ClientTrack, and assisting the administrative team as needed.

Pulling production reports from internal databases, inputting tracking data into Excel and working metrics, performing team reporting, coordinating team meetings and creating presentation material, perform other administrative duties as needed, interacting with team members, leaders, directors, and divisional vice presidents, participate in team meetings and activities to improve business knowledge.

Tasked with time-sensitive, client related assignments including bookkeeping, financial statement analysis, and analysis of potential tax issues. Work remotely with New York staff to complete projects using QuickBooks and Excel.

Organize documents, direct clients to appropriate resources, answer phones, and research new classroom and workshop techniques and methods

Proctored tests, retrieved and delivered accommodated tests across campus, and answered office phone.