Kayla Ma Email & Phone Number

New York City Metropolitan Area

Paris, FR

• Lead the design and implementation of a brand-new, modern Business Intelligence (BI) tools and systems infrastructure to support the Business with dashboarding and analytics needs
• Define and establish clear KPIs for all departments in alignment with relevant stakeholders and the C-Suite, including Sales, Accounting, Finance, Operations, Training, etc.
• Oversee the Data Vendor (Data Engineering and Science) to prioritize projects, manage data strategy, and build ETLs, master data, curated tables, dashboards, and forecasting models
• Promote a data-driven culture throughout the organization and improve existing BI processes
• Act as a consultative project lead for global systems and data initiatives such as BI and analytics best practices, reporting, and migration into the new Kering Beauté data platform
• Deployed groundbreaking solutions such as salesperson performance reporting, purchasing forecast automation, warehouse inventory trending, and profitability by individual store measurement based on multiple data.

Brooklyn, NY, US

• Led the DataMart program (100+ tables and 30+ PowerBI dashboards) via robust partnership with Data Engineering and the Business to provide actionable KPIs and insights to core functions including CX (omnichannel).
• Drove the BI project roadmap and initiatives by leading stakeholder relationship management, translating Business goals and technical logic, overseeing scrum meetings and Jira workflows, and deploying data and.
• Partnered with stakeholders to develop balanced PowerBI Scorecards for C-Suite Business Reviews that measured operational performance and identified areas of opportunity
• Implemented the first-ever, interactive S&OP PowerBI dashboard to trend current inventory levels and predict future levels to drive data-driven Supply and Demand decision-making
• Provided analytics to support various strategic decision-making processes such as warranty periods, product quality focus, customer support issues, logistics efficiencies, etc.

Ridgefield Park, NJ, US

• Led, hired and grew a team of 6 (3 Analysts and 3 Data/BI Engineers), growing and scaling the centralized DataMart program to support various functions such as Contact Center, Field Service Repairs, Warranty, Finance.
• Managed the design, development and implementation of self-service dashboards, analytics reports, and insights by ingesting data from multiple systems and presenting to stakeholders and leadership in a user-friendly.
• Partnered with stakeholders to define KPIs for measurement, align on the DataMart project roadmap/priorities, translate Business goals and technical logic, conduct UAT testing, drive usage/adoption, and lead.
• Launched the first-ever, fully automated monitoring dashboard for the Contact Center based on multiple data sources such as Voice, CRM, Digital, and Customer Feedback, which measured core KPIs including CSS, CES, NPS.
• Designed and implemented the first-ever Analytics Community program to benefit the Care data analysts at large and eliminate silos while promoting a modernized data-driven culture
• Promoted to Senior Manager in March 2020 based on outstanding performance review results

Ridgefield Park, NJ, US

• Led a wide range of quantitative and qualitative Contact Center agent performance analytics to support local Senior Leadership and Global HQ’s decision-making processes
• Created the Contact Center’s Text Analytics module of Samsung’s first-ever, customer risk sensing platform powered by a proprietary Speech-to-Text Machine Learning engine
• Managed a customer feedback vendor to gather and analyze Care experience sentiment

New York, NY, US

• Established frequent outreach to Corporates & Municipals Issuers, Underwriters, Trustees and Financial Advisors to facilitate the new issue and corporate action coverage (Primary & Secondary)
• Managed a large buy-side client relationship to ensure satisfaction with the product offerings
• Leveraged relationships with external data sources to develop leads for the Product, Business Development and Sales teams to enhance the commercial opportunities for our Enterprise content
• Contributed directly to the increase of the Canada new issue coverage by leveraging relationships

Toronto, ON, CA

• Led and mentored a team of 7 Analysts to produce syndicated bank loans league tables widely referenced by clients (sell-side banks, buy-side institutions, the press, law firms, etc.)
• Managed trusted relationships with clients (25+ firms & 200+ contacts) to source loans data while providing them with value-add content and solutions as their primary liaison

Toronto, ON, CA

• Produced loans content including league tables, articles, commentary, pricing analytics, etc.
• Oversaw the high-profile upcoming loan maturities analysis, often sourced by news outlets
• Acted as the Americas league tables specialist on the global, cross-functional project to consolidate the data architectures and processes between the legacy Thomson Financial and Reuters businesses
• Drove the global press release distributed to 10K+ contacts that was developed upon self-initiative to differentiate from competitors and further promote the group’s data content
• Promoted to Senior Analyst in April 2011 based on outstanding performance review results

London, GB

• Led audits via pricing analysis, senior management interviews and process validations
• Supported inventory and incentive audits as a lead analyst that uncovered fraudulent activities, identifying monetary recoveries 10x our fees and providing recommendations
• Supported distribution channel audits that led to tightened contracts in the client’s favor

Falls Church, VA, US

• Performed case studies on system improvement projects for various U.S. intelligence communities and agencies

US

• Improved human resources guidelines for future internship programs, assessing cost, duration and diverse intern projects
• Facilitated Human Resources activities to foster a good networking and learning environment as a liaison between program-wide interns and management

Bsc, Mcintire School Of Commerce (Finance & Marketing)

Management