Laura Song Email & Phone Number

Tucson, Arizona, United States

+ Manage large, diverse team of professional Data Managers, including all aspects of goal setting and reviews, project and time management, coaching, and personal development. Focus on service management and aligning work needs with individual interests and skills. + Work with many executive stakeholders across the organization to ensure that new data management needs are identified and fulfilled appropriately. Manage expectations, ad hoc requests, and conflicting deadlines.+ Build and maintain complex tracking systems to improve operational efficiencies. Major efforts include data contribution agreement tracking (Dispatcher), multiple master contact lists, platform application tracking and approval, and dataset and project tracking (DataPAD 2.0).+ Build and regularly reproduce statistics and graphs highlighting C-Path data, subjects, and sharing for various consortium and organizational reporting needs. Provide one-stop-shop for new report creation and adjustments, including frequent ad hoc requests.+ Provide strategic input for data projects, matrixed resources, operations, communications, and collaborative efforts in various task forces, initiatives, projects, and individual discussions. Specific efforts include QuantMed/DCC SOP work, Operations planning documents, ongoing allocation discussions, platform and mapping decisions, and setting expectations around data efforts and timelines.

Tucson, Arizona Area

+ Perform end-to-end data management services, including secure transmission, blinding and de-identification, mapping, coding, transforming, QA, uploading to custom interface, managing public access and interaction, developing custom analysis files, and providing ongoing subject matter expertise.+ Spearheading data efforts behind the Biomarker Data Repository pilot, including development of clinical and non-clinical databases, custom domains, and reporting tools.+ Develop mapping tools in Excel, e.g., the Trial Summary domain builder, which maps information to the SDTM model and creates a custom, stand-alone summary report.+ Provide custom macro solutions for ad hoc projects, including finance monthly project management and bibliography reference builder.+ Mentor Data Team intern, and build intern mentoring tools for Data Team.

Tucson, Arizona Area

+ Monitor multiple partners, queues, and skillsets to identify intra-day trends, with emphasis on maximizing productivity.+ Provide technical support and provisioning of agent tools, from onboarding classes to individual access changes.+ Act as first point of contact during incidents, coordinating with incident, partner, technical, and operations teams until issues are resolved.+ Provide contact metrics and other management analyses through multiple reports and channels by analyzing current trending and anticipated contact drivers.+ Maintain agent partner and team assignments, access profiles, and workgroups.+ Make real-time decisions regarding voluntary time-off and overtime in accordance with business needs.

Tucson, Az

+ Built and managed self-reliant, ERM-modeled relational database and reporting system, providing consistent and reliable data for faster, more accurate reporting.+ Created customized and interactive tools, developed by gathering stakeholder requirements and understanding reporting needs, linking data and creating templates, and automating report generation.+ Provided all levels of reporting, from employee tools all the way up to weekly and monthly corporate reporting, with a focus on easy-to-digest analysis useful for short- and long-term quality improvement. + Measured and managed metrics from individual call stats to center-wide KPIs, including several new to the center.+ Designed dashboards and data reports in Salesforce and other WFM tools.+ Provided support for real-time analysis as well as forecasting and scheduling.

Tucson, Arizona Area

Data analysis and reporting:+ Created and refined benchmark reporting for uSPEQ flagship products.+ Produced annual CARF Performance Report, including all data analysis and qualitative commentary, covering more than 30 performance indicator measures.+ Provided “top box” analysis and reporting to VA Central Office for quality improvement efforts.+ Developed internal processes for data entry and processing, including use of scanning templates and technology, to streamline and ensure accurate and reliable data for analysis.+ Led efforts to implement COGNOS online data management and reporting tool in order to more efficiently meet client needs and demands.Survey development:+ Refined uSPEQ© Customer Experience Survey tool, including universal and optional items, with a focus on crosscutting across all health and human services fields.+ Developed custom survey tools/implementation strategies for various clients, including SourceAmerica (previously NISH) and the Veterans Health Administration.+ Co-authored VA RFP for uSPEQ consumer tool, resulting in 384 new accounts.Customer support:+ Developed and maintained customer relationships with uSPEQ’s largest clients.+ Provided ongoing regular as well as ad hoc and custom reporting to provide clients with best possible results information to inform quality improvement initiatives.Supervision: Supervised and mentored Data Processing team, including hiring and performance reviews.

Tucson, Arizona Area

+ Developed uSPEQ reporting and questionnaire templates in terms of both formatting and content.+ Developed and refined uSPEQ Employee Climate Survey tool, including universal and optional items, as well as implementation tools and survey distribution and collection strategies.+ Managed multiple customer accounts and survey types, including electronic and paper formats.+ Created many process efficiencies used across uSPEQ products, including VBA macros to automate report creation.+ Taught Excel computer lab classes at biannual international conferences, with a focus on transforming raw data into management information by using tools like summary statistics and PivotTables.+ Provided technical assistance, both internally and externally, for all uSPEQ products.

Tucson, Arizona Area

+ Produced annual publications, including editing, layout, proofreading, and utilization of complex structure and design elements in Adobe FrameMaker.+ Provided start-to-finish project management review of and edits to standards through IAC and field review processes, including conversion into multiple formats.+ Developed uSPEQ reporting, brochures, flyers, and documentation for new CARF product offering.+ Developed multiple internal and external reports and materials.+ Developed and maintained several internal Access databases, including security, back-and front-end systems, queries, and reporting.Special projects included:+ Creating processes, including VBA macros, to convert large text files to usable Excel files.+ Creating Custom Report Creator macros to build custom survey reports.+ Creating process efficiency macros for Intake and Editing departments.

Greater Chicago Area

+ Started up wholesale company specializing in creation of images and printing directly onto high quality, locally sourced candles. Targeted to museum gift shops, using individual artwork and branding products to each location.+ Created all marketing tools, including custom brochures, mailings, and samples.+ Created step-by-step process to edit, print, and apply custom images to candles.+ Created customer database and invoicing system.