Lori Key Email and Phone Number

Define, execute and maintain data governance program to maximize data as an asset. Assess data maturity and define roadmap to mature the program. Define the data strategy to revolutionize how data is used. Implement a data literacy program. Champion the use of data and analytics to innovate and inform operations and to achieve new market opportunities. Lead Senior Management to achieve organizational data objectives and resolve issues.

Responsible for the implementation and oversight of the company’s data governance goals, policies, standards, practices, processes, and technologies. Manage the development and maintenance of the data catalog to meet regulatory requirements. Development of technical documentation and training. Train users on software. Present and make recommendations to senior management. • Led cross-functional evaluation and implementation of data catalog which includes business glossary, data dictionary, lineage and relationships to domains, policies, regulations, and business processes. • Led selection, implementation and integration of AI tool for automatic detection of sensitive, regulated data.• Developed a data governance program including vision, mission, organizational structure, roles and responsibilities, communication plan, and metrics.

Supported sales, operations, product management and marketing through the data collection, analysis, and reporting. Served as SME for field quoting system, pricing data, and pricing systems. Analyzed sales data to identify the appropriate pricing strategies. Developed business intelligence applications, dashboards, and reports to identify patterns, deviations from standards, and potential new markets. Prepared data for analysis including data hygiene, data mashups and integration of third-party data. Monitor industry developments and report to management. Identified and reported data quality issues. Customer master data management.

Managed the functions of advanced analytics and survey research. Developed predictive models, analytical databases, reports, and dashboards. Conducted advanced statistical techniques to find patterns, identify market segments, and drivers of customer loyalty and satisfaction. Designed surveys and methodologies. Managed and developed staff. Managed vendor relationships, contracts, and SOW. Made strategy recommendations. Worked with leaders to understand their needs, develop project requirements, and acceptance criteria. Project manager for cross-functional technology projects. Trained users on use of BI tools. Led Lean Six Sigma efforts. Presented to executives. Served as SME and internal consultant. Advised Operations senior management regarding customer experience and employee performance metrics.• Led the technical development of a highly accurate machine learning, predictive model utilizing R for inclusion in Paycom's Saas. Served as project manager for the cross-divisional, cross-functional implementation team.• Redesigned surveys and implemented a Voice of the Customer program consistent with best practices. Increased survey response rates; some by four-fold. • Leaned processes to significantly increase team efficiency, reducing headcount by 25% while increasing productivity by more than 400%. • Implemented company’s first instance of GoogleMaps API. Integrated other third-party data into analytical databases and data marts.• Implemented first use of third-party software for records matching and data append.• Advised COO on call center best practices; developed and assisted in the deployment of a call flow and standards..• Led cross-departmental Lean Six Sigma efforts; increased quality (process sigma) by more than 100%.

Managed the Market Intelligence and Insights department. Worked with leaders to define requirements. Managed both departmental, cross-departmental, and corporate large projects, including resources, timelines, and budget. Oversaw the development and quality of department work such as analytics, reports, dashboards and databases. Ensured proper research methodologies. Developed goals, plans, and roadmaps. Ensured appropriate tools. Managed vendor relationships and contracts. Managed, trained, and developed staff. Responsible for $1MM+ department budget as well as separate project budgets. Served as data SME. • Visioned and designed new market saturation “what-if” tool for identifying optimal strategy to maximize revenue growth resulting in increased sales.• Designed algorithm for cutting-edge online Decision Support Tool resulting in increased sales.• Led major brand research initiative which resulted in a new company brand in 2016.• Led VP-level team to improve call center (9) operations, resulting in reduced cost and increased customer satisfaction and retention.• Led company team to evaluate and select new enterprise Business Intelligence (BI) tool stack.• Created the Customer Experience Management function in 2008. Increased customer satisfaction, retention, and first call resolution. • Oversaw analytics to identify sales representatives who were churning business. Resulted in increased revenue.• One of only two supervisors to receive 100% employee satisfaction scores on Great Place to Work Institute survey.• Served as Lean Six Sigma Champion and on Lean Six Sigma teams.• Served on internal committees such as Brand Governance, Data Governance, Data Stewards, Social Media Strategy/Governance (Chair), SharePoint Governance, Green Council (Chair), Employer of Choice, 360 Review Team, Market Conduct Committee, Complaint Management Committee.• Served on industry committees.• Speaker at industry conferences.

Managed the Marketing Research department which included the functions of customer research, competitive research, market research, trends analysis, and product research.• Developed and oversaw implementation of a comprehensive Voice of the Customer program resulting in increased customer satisfaction. • Visioned and oversaw the use of third party data and internal data mash-ups to create a Single View of the Customer, which resulted in increased efficiency, market share and sales. • Visioned and oversaw the implementation of a comprehensive competitive intelligence program including an online library of product comparisons, searchable database of competitor collateral, SWOT analyses, competitor profiles, market share analyzes, sales trends, customer satisfaction standings, news and product development activities. Resulted in additional sales and increased revenue.• Developed analytics model to predict when a customer was likely to lapse/termination resulting in increased retention and revenue.• Oversaw development of market share and penetration analyses consisting of analytics by customer type (B2B, B2C, association) and by niche segment. • Developed detailed sales reports by product line, product, account, and sales representative.• Visioned and oversaw the development of a searchable database for statistics approved for use in marketing collateral. Increased efficiency for research, marketing communications and compliance.• Consulted to senior management regarding research, customer insights and market matters.

Collected and analyzes data to evaluate existing and potential product/service markets. Identified and monitored competitors including product comparisons and SWOT analysis. Researched market conditions or changes in the industry that may affect sales. Designed research methodology. Designed and developed surveys, performed analysis of results, wrote reports and presented results. Conducted complex data queries, wrote complex SAS programs, cleansed and transformed data and conducted advanced statistical analyses in order to produce complex reports and analyses. Obtained data from third party sources and mashed-up data with internal data for analysis.

Collected and analyzes data to evaluate existing and potential product/service markets. Identified and monitored competitors including product comparisons. Researched market conditions or changes in the industry that may affect sales. Developed surveys, performed analysis of results, wrote reports. Conducted data queries, wrote SAS programs to produce reports and analyses. Conducted secondary research.