Providing analyst support for CooperVision BI team

Continued responsibilities from prior role, contracted to Xerox.

Business analyst and subject matter expert in field service data, metrics, reports & associated business processes that support operational reporting; consultant for organizational needs related to reporting and data analysis. Created reports and proof of concepts as required. End user and SME in business support for multiple reporting applications, mainframes and databases; supported almost 200 reports across 10 systems. Able to quickly provide raw data, visualizations, new reports, etc., to support business requirementsIM engagement manager and business liaison; responsible for change request prioritization & approvals, incident/defect analysis and resolution; data validations and business support for data loads and investigation; work with IM teams to identify cost opportunitiesProject management responsibilities, including documentation of business requirements, test cases, and support materials. Supported data testing & analysis while serving as a focal for business communications. Led completion of high visibility data and reporting projects for senior leadership team, headquarters, and service & finance groups. Worked closely with business and IM teams to help coordinate and close on required activities to meet strict deadlines.Extensive technical IT support including successful re-engineering of critical databases, data logic, database tables, views, procedures and reporting to support attrition, operational and analytic needs. Created and maintained business user accounts and passwords, research automated job failures, facilitate process re-runs, data validations, etc. Helped administer local Oracle database to build proof of concepts, create business reports, automate manual ad-hoc reports & perform data analysisGathered and documented business requirements, conceptualize & build POC, create project, action & communication plans (tactical/strategic), data vetting, validation & testing, delivery & implementation

SME for retail service processes; coordinated onsite service support for all North American retail customers, related technicians & dispatch groupsTracked & managed escalated customer complaints regarding onsite technician & service performance issues; researched and resolved service disputes, complaints and credit requests to the Customer Relations GroupCoordinated, managed & reported trends related to field and customer requests for replacement machines

Supported management of 15 employees providing customer support for retail division of Xerox (desktop laser & inkjet printers, copiers & multifunction devices). Fielded customer complaints via telephone and email, implemented closed loop process to close on complaintsReviewed & analyzed telephony reports & data to identify work process opportunities & improve employee productivityMonitored employee performance & provided feedback to address technical and support skills opportunities

Product & process SME and lead trainer for support of retail copiers, printers & multifunction devices; responsible for training all new hires on product hardware & software, related customer service, soft skills and related Xerox business processes. Provided customer service support for desktop copiers, laser & inket printers and multi function devices via phone and email. Role involved troubleshooting device issues, walking customers through remote diagnosis of machine problem(s) & instructing customers on problem resolution, parts replacement &/or initiation of onsite & offsite service requests.