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 sources and highly curated business logic

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), Demand & Supply Planning, Logistics, and Product• 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 analytics solutions across the enterprise• 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, Product Quality, and Digital across Customer Care • 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 way (300+ tables & 75+ Tableau dashboards)• 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 Executive-level presentations based on gained insights• 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, FCR and Repeat Contact, Transfer Rate, etc. • 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