🎗️Achievements⭐• Earned recognition from L6 and Business Intelligence (BI) team for successfully devising and deploying an SQL query to effectively monitor call volumes per case, identify non-compliant agent behavior within the CRM system, and establish a robust Key Performance Indicator (KPI) integrated into the operations metrics dashboard. This achievement resulted in a noteworthy enhancement of compliance adherence from 65% to an impressive 95%.• Generated valuable insight through the development of an SQL query, identifying a strategic recommendation to delay the addition of a backup load by 15 minutes. This optimization initiative has the potential to yield substantial cost savings, estimated at 120 loads per shift per quarter, equating to approximately $21,000 in savings.• Created a chatbot as part of process improvement idea to reduce average call handling time of agents and to reduce SOP deviations.📑Responsibilities🚩• Utilized a data-driven approach utilizing SQL to conduct thorough investigations and identify inefficiencies and weaknesses within the supply chain and logistics process. Provided actionable insights and recommendations to upper management to drive strategic business solutions and improve overall performance.• Effectively collaborated with key stakeholders including carrier managers and facility managers through clear and consistent verbal and written communication to mitigate supply chain disruptions and guarantee timely delivery of packages.• Applied data visualization techniques using Tableau to analyze and present volume trends of trailer disruptions, leading to strategic decisions for headcount distribution and resulting in increased operational efficiency and performance.• Shouldered the role of a training ambassador and Subject Matter Expert (SME) in the process, responsible for training new hires on how to solve logistics disruptions and conducting weekly standups to help solve their process related queries.