Business Analyst
Current- Created call agent performance reports using Excel, snowflake (SQL), and PowerBI, tailored reports to satisfy the needs of Customer Service, Escalations, and Titles department, designed department-specific solutions to.
- Conducted comprehensive data analysis utilizing Excel and Snowflake (SQL), assisted the Customer Service management team in updating to the collection and servicing Interactive Voice Response system structure, improved.
- Analyzed skill metrics and seasonal workloads on various customer service teams using Excel Solver and time-series forecasting, improved existing staffing model, reduced 12 outsourced agents, saved the company $33,000.
- Designed and ran a daily email escalation survey to gather customer feedback, analyzed results using the NPS scoring method, enhance agent coaching, and improved overall customer experience
- Refactored legal recovery raw data tables using Snowflake (SQL), generated status tracking PowerBI report using cleaned data for legal recovery procedures, created flowchart with Visio, helped the company identify lags.