Mike Alderson Email & Phone Number

• Oversaw the consolidation of ~4M customer records from 15 data sources across the enterprise into golden records, a first for the company. • Proposed improvements to MDM match rules resulting in a 500% increase in matches.• Established data quality metrics, developed a process to capture the state of data and published to a self-service Power BI dashboard.• Organized a system for logging, prioritizing, and tracking data quality issues.• Collaborated with 8 data stewards from across all divisions to build an online business glossary for 60 critical data elements, including definitions and business rules.• Partnered with process analysts from multiple lines of business to understand how communication values such as address, phone numbers and email addresses are used, to simplify classifications for enterprise consistency.• Developed a workbook-based tool for consumers to easily see canonical values for reference data attributes, enabling developers to adhere to standards.

Bellevue

>> Directed collaboration between IT and business to create an enterprise data mart using SQL server.>> Established best practices for moving, cleansing and standardizing data within the new data warehouse.>> Mentored business users in SQL to help build confidence in becoming citizen developers.>> Migrated reporting team to agile methodology using Azure DevOps.

Bellevue, Wa

>> Modernized call center insight with click-through Tableau dashboard of call switch data spanning all divisions.>> Designed and evolved automated solutions for various needs including fraud detection and reporting server ETL.>> Simplified and streamlined data sources for reports and self-serve BI solutions through end-user managed SQL Server.>> Produced and hosted SQL training which evolved into part of an enterprise-wide venture to promote innovation.

Bellevue, Wa

>> Initiated a ticket-ranking system using SharePoint forms to ensure that urgent incidents were addressed more promptly.>> Discovered and applied ETL method to create issue-tracking Tableau dashboard where team could track progress.>> Programmed and ran mainframe macros to help business process ad hoc transactions.>> Enhanced communication with Outlook templates to provide better issue details, reducing back-and-forth email.

Bellevue, Wa

>> Reversed team’s negative reputation by modeling standards for professional correspondence to improve responsiveness.>> Pioneered and promoted the use of newly-implemented SQL data store, spurring business users to follow suit.>> Constructed end-user computing solutions using Excel and SQL to resolve a variety of issues throughout the organization.>> Leveraged root-cause diagnosis, advanced troubleshooting, and data research to resolve complex issues.

Redmond, Wa

>> Reduced daily report refresh from over half a day to under an hour by using pivot tables powered by SQL connections.>> Optimized data staging for in-house web application by utilizing models and advanced programming in PostgreSQL.

Boise, Id

>> Modernized monthly process to calculate performance-based bonus for over 1,700 call center reps and managers.>> Designed dashboards, scorecards, and an assortment of reports for audiences ranging from call center agents to executives.

Boise, Idaho Area

• Relocated to facilitate classes for over 100 new contact center agents for an expanding contract. • Adhered to client-created curriculum while engaging classes of up to 35 students for a 2-week course.

Kirkland, Wa

• Coached team of 8 analysts, delivering 4,000+ monthly surveys without sacrificing detailed feedback.• Resolved conflicts and ensured understanding of client requirements including Net Promoter Score (NPS).

Kirkland, Wa

• Analyzed 200+ calls each month while providing accurate, objective, and root-cause driven feedback.• Developed and supported several client reports for QA metrics, becoming the SME for multiple accounts.

Kirkland, Wa

• As the top level of support, exercised creative troubleshooting to resolve issues and retain customers.• Top QA performer in center by demonstrating empathy for every situation and ownership of every issue.

Greater Seattle Area

• Under tight deadlines, created pixel-perfect visuals as part of a PowerPoint tour de force for executives.• Collaborated with designs experts to ensure consistency across all components of the presentation.