Analyzed data from a variety of sources to provide business insights; developed workflow solutions to better increase overall performance.Identified, collected, and organized data from multiple sources for input into daily, monthly, quarterly, annual, and ad hoc reports provided to finance department and senior management.Provide ongoing support for IT projects to onboard multiple reporting platforms to ensure successful operation.Mitigated risk factors through careful analysis of statistical data. Anticipated and managed change effectively in rapid evolving global business environment.

Support key performance measures by setting and communicating goals to create a high-performance culture, which exceeds performance measurements in productivity enhancements and cost control.Analyze individual and team performance data from various sources to identify training needs and development opportunities for 15 employees.

NICOR GAS, Naperville, Illinois, 2012-PresentSupervisor, Quality Assurance & Customer Relations • Selected as top contender to spearhead launch of new department; supported Vice President in establishing foundational goals, budget, and metrics in alignment with corporate objectives.• Oversee implementation and daily operations of quality assurance program designed to foster positive customer relations and deliver optimal customer care.• Initiate corrective action to consistently capture KPI and service-level targets.• Direct performance of 10 employees, e.g. goal setting, training, accountability metrics, policy and procedure adherence, professional development, and retention. • Lead monthly meetings consisting of employee group leads and leadership groups; address internal and external issues with a proactive, solution-oriented approach. • Manage formal complaint process, rapidly addressing and resolving issues to achieve Voice of the Customer (VOC) plan and goals.

• Facilitated high customer satisfaction levels by ensuring multiple, internal, customer-focused projects completed on time and within budget.• Delivered $200,000 cost savings by driving down the days sales outstanding (DSO) by defining and developing a scorecard for each department to ensure healthy performance.• Attained $50,000 annual savings by coordinating integration of e-business venture; conducted meetings, created weekly stakeholder presentations, and gained project funding assistance.• Authored a process and training manual for this position.