Responsible for utilizing Nexidia speech analytics tools to drive overall organizational business objectives and goals. Designed and implemented complex queries both from a speech and micro strategy system standpoint. Developed key reporting categories used to build R based imports for structured, and unstructured, data sets. Developed and maintained standard operating procedures for both the speech and data listening teams.

Responsible for utilizing Nexidia speech analytics tools to drive overall organizational business objectives and goals. Designed and implemented complex queries both from a speech and micro strategy system standpoint. Developed key reporting categories used to build R based imports for structured, and unstructured, data sets. Developed and maintained standard operating procedures for both the speech and data listening teams.

Support various business units in preparing weekly and monthly reporting and analysis to drive the business. Assist the organization in planning and supporting profitable and efficient businesses by completion of special projects and ad hoc analysis as directed to provide timely information and support for tactical and strategic decisions. Work closely with management to conceptualize, complete and present analysis that drives the decision-making process. Lead, train and build talent and/or mentor other Analysts by overseeing ad hoc reporting, analytical projects and assist other Analysts with projects.

Responsible for delivering actionable information that leads to operational improvements and financial benefit to the company, with significant impacts within the line of business through efficiency gains, quality, profitability, competitive position, and customer satisfaction. Define research objectives, execute research techniques, record pertinent findings, validate data findings, create reports, and disseminate and update the information to deliver periodic reporting with analysis by week, month, quarter and year.

Responsible for utilizing a variety of analytical techniques to solve problems and address business objectives set by the department, or the enterprise, by using Speech Analytics software tools in combination with other data sources. Provide timely identification of issues of strategic importance. Communicate issues of strategic importance, insights, actionable intelligence, and recommended solutions to the Contact Center leadership team and other key stakeholders across the enterprise, enabling them to quickly become aware of and act upon emerging customer trends. Provide empirical data to support business decisions leading to improved operations, resulting in consistently outstanding Omni-channel customer experiences.

Work with business users and project leaders to prepare for and modify package software system configurations. Work directly with appropriate personnel to understand project concepts, objectives, scope and approach. Identify ways to enhance the current business processes and develop suggestions for process changes that will improve the customer experience and positively impact operational effectiveness.

Work with users and IT project leaders to prepare for and perform system and user acceptance testing. Tasks included review project documents to ensure business objectives are accurate and complete; create test plans and scripts to ensure all requirements are tested and met; review testing processes and results to ensure accuracy; and, coordinate user testing.

Answer incoming phone calls resulting in providing product information and entering customer orders.