Joanna Gordon Email & Phone Number

• Directed operations for a small rental business, overseeing property maintenance and repairs while swiftly addressing any emergent issues. • Coordinated and supervised cleaning and gardening staff activities to ensure optimal property upkeep. • Led the hiring process for new staff, from sourcing candidates to training, while also managing advertising and rent collection initiatives.• Executed profit analysis initiatives, effectively minimizing expenses, streamlining operations, and optimizing investment returns. • Consistently maintained high occupancy rates through strategic marketing efforts, exceptional tenant relations, and proactive property management strategies.

Redmond, Wa

• Engaged as a Data and Reporting Analyst, specializing in crafting comprehensive telemetry-driven insights and data analysis to augment various aspects of MS Office Design, used in making decisions crucial for future product designs.• Facilitated engineering teams' comprehension of real-world product usage patterns.• Applied telemetry data insights to comprehend user behavior and utilization trends effectively.• Provided pivotal support to the Microsoft Office Online product team.• Proficiently executed queries on Cosmos, Microsoft's extensive big data platform.• Conducted in-depth investigations into the correlations between customer behavior and customer reported perceptions, providing valuable insights.• Evaluated usage data to determine pivotal features within Office applications, contributing to product enhancement strategies.

Issaquah, Wa

• Acted as trusted advisor to Xbox Support organization during Xbox product launches and holiday season.• Built and executed strategy to integrate Telephony, Chat and Web Analytics (support.xbox.com) data sources into the new IEB BI platform.• Drove effort to retrofit existing legacy reports to the new BI platform, provided requirements for building cubes and validated data between new data warehouse and sources. • Coordinated investigations of data discrepancies with both internal and external partners (Omniture, Webtrends and ComScore), and reconciled with product and support teams against real world workflows/activities, and provided guidance on emerging issues resolution.• Defined and recommended key performance indicators (KPIs) for support.xbox.com and identified reporting needs to track daily performance of Xbox support website. Drove the adoption of the KPIs across all levels of the IEB (Interactive Entertainment Business) product and support organizations.• Drove the effort to acquire, integrate and leverage WebTrends and Omniture log files and provided business rules for metrics’ calculations, which lead to a far more precise understanding of customer behavior.• Owned data quality strategy and delivery of significant portion of the new BI platform, including providing rules and writing test harness scripts.

Issaquah, Wa

Owned monthly process to prepare the North America Customer Service (NACS) operational scorecard, KPIs’ definitions, calculations and metrics analysis.Managed team effort to redesign and automate monthly scorecard, architected and built database that stored data for the new online version of the scorecard.Automated monthly data pulls to free up teams bandwidth, and improved team processes by defining team’s ROB calendar.Managed reoccurring reporting requests and developed new reports using Excel, SQL, SSRS and ProClarity.Supported and participated in projects and programs to improve Customer and Partner Experience (CPE).Defined and documented functional requirements and business processes.Analyzed and validated data models against source system data requirements.

Issaquah, Wa

Provided long term forecasting and staff planning, optimized and adjusted forecasts over time by analyzing trends for North America Customer Service (NACS).Created and maintained forecasting and graphical reports, which involved retrieving data and creating data capturing methods from several data sources within the business, calculated KPIs.Monitored weekly call queues to ensure clear understanding of queue coverage adjustments as needed to staff to actual call volumes.

Frankfurt Am Main, Germany; Oklahoma City, Ok; Los Angeles,Ca

Twentieth Century Fox, Los Angeles, CA Senior Business Analyst - 8/2006 – 10/2006Defined functional requirements for system enhancements and supported improvement activities of both the Vendor Managed Inventory (VMI) systems and business processes.Analyzed and technically supported the VMI business systems, investigated and resolved live system/production issues.Sonic Corporation, Oklahoma City, OK Project Delivery Manager - 5/2006 – 7/2006Responsible for implementation of Demand Planner (forecasting software) at Supply Chain department, creation and update of a high level project plan.Played crucial role in architecting forecasting logic and liaised with technical team on all client requirements and needs.Twentieth Century Fox, Frankfurt (am Main), Germany Business Analyst - 5/2005 – 4/2006Accountable for implementation of Vendor Managed Inventory (VMI) software to improve forecasting and product replenishment, phasing out old VMI system and gathering requirements and documenting business processes.Conducted technical and end-user training sessions for exercising full use of application.Developed and executed associated project plans and test scripts for testing (UAT) and subsequent user training.

Warsaw, Poland

Maintained strong relationships with clients, provided product information and conducted user trainings to over 200 product users.Facilitated user sessions to determine future feature sets and sources of information.Cooperated between technical and product departments to ensure customer needs were met.Negotiated existing and new contracts, wrote business proposals which resulted in sales.

Assisting in organising conferences (i.e. European Ministerial Conference “Information Society: Accelerating European Integration” 11-12 May 2000) and helping to create client’s database.

Ma, Economics

Activities and Societies: Student Association to European Economic Law

Certificate, Project Management

Associate, Database Administration

Ba, Economics

Activities and Societies: Student Association to European Economic Law