As Sr. Manager of Student Insights I was responsible for Voice of Customer Analytics for 30,000 online and campus students. We integrated customer feedback and quality metrics into performance management system for 2,000 student facing employees. In addition to working on designing the surveys, analyzing the results, and providing insights from the voice of the customer I was also responsible for implement technical integration with internal call data, Qualitrics, Salesforce, customer data systems, culminating in an automated Tableau dashboard for reporting. In addition I implemented daily individual reports for each of the 2,000 employees and over 100 managers summarizing team performance and highlighting areas of interest and opportunity. The holistic dashboard provided all levels of leadership with enterprise wide summary data for monitoring progress and the ability to drill down by functional area, customer segments, and down to individual employees or customers for insights on broad and specific case studies. Overall we improved the company NPS and SSAT by 8% and worked with targeted teams that saw SSAT and NPS gains over 32% using a three tiered approach. First, address immediate concerns of customers, second, address employee performance issues, third, provide insights for innovation through advanced analytics for process and policy improvements.

The Military Ombudsman group supported 10,000 military students world wide. My key responsibilities were direct customer support on escalated issues, root cause analysis and identification of organizational compliance and customer experience pain points. We supported academic and financial compliance for students in all military statuses with all five branches and over 15 different funding sources.As the analyst I was responsible for designing reporting that quantified the impacts of documented issues and benefits of remediation. We handled the intake, case documentation, write off recommendations, and reporting for high level complaints. problem solving creative win win solutions, and automating reporting through SQL server. Projects of note: Salesforce transition team, business analytics to create new scholarship offers for students, military student survey creation, analysis, and executive briefings. GoArmyEd compliance and updates.