• Collaborate with business units to understand data requirements and deliver actionable insights using Power BI. • Develop, design, and maintain complex Power BI dashboards and reports for various business functions. • Transform raw data into meaningful visualizations that provide valuable business insights. • Work closely with the data engineering team to ensure the accuracy and availability of data sources. • Conduct regular data analysis and validation to ensure data quality and integrity in Power BI reports. • Train and mentor team members on Power BI best practices, ensuring consistent reporting methodologies across the organization. • Recommend process improvements and innovative solutions based on analysis of business trends and metrics. • Stay updated with the latest Power BI updates and features to ensure our organization leverages the tool to its full potential. • Collaborate with IT and data governance teams to ensure compliance with data security and privacy standards. • Integrate Power BI reports with Power Automate to streamline workflows, automate data-driven actions, and enhance decision-making processes.

- Executes process improvement solutions to business problems, using data analysis to support strategic process improvement.- Partners with business unit leaders to identify savings opportunities, development of cost effective solutions and oversees implementation.- Manages outsource logistics and reporting.- Develops and maintains strategies to level load production through data analysis of volume and capacities in each department- Collaborates with all levels of the organization.- Works with business units to develop SOPs , and other documentation.- Develops tools and methods to track relevant KPIs.

- Responsible for Growth and Retention of $1 million+/mo. in base account sales- Participates in developing overall retention strategy that is aligned with company targets and vision- Establishes long term relationships with key clients by placing outbound calls to solicit feedback and promptly address any needs or concerns- Identifies and capitalizes on growth opportunities by probing, actively listening, and leveraging over 5 years of Dental Lab experience to tailor recommendations that best fit our customers needs.

Keller, St. Louis, MO 2015-PresentCustomer Experience Manager (2015-Present)• Coaches and develops a team of customer service specialists to ensure business needs are met and career paths are created. • Responsible for implementing processes in customer service and other departments to ensure clients have a seamless experience from new acquisition to long term retention. • Works closely with sales, marketing and production to ensure exceptional customer experience. • Creates, analyzes and presents daily, weekly, monthly and quarterly phone reports using excel and other proprietary tools.

• Coached and developed a team of up to 20 customer retention/sales specialists to ensure all client and business performance metrics were achieved/exceeded.• Led change management initiatives in an ever-changing environment while enhancing associate motivation through communication, feedback, skill development, and rewards.• Accomplished multiple, often simultaneous, deliverables despite tight deadlines and unexpected challenges.• Supported business efficiency and success by continuous quality monitoring, KPI tracking and analysis, offering meaningful employee incentives, and accurately submitting payroll data.

Trainer (2007-2009) • Provided customer retention/sales agents with training in knowledge, skills, and strategies to support organizational expectations and customer needs.• Conducted skill transfers, team huddles, live call monitoring, and constructive feedback to support agents and improve team performance.• Provided additional support by fielding sales/service calls between training classes.

Customer Service Representative (2006-2007) • Answered inbound service calls, primarily from customers requesting cancellation of wireless phone service.• Retained customers by active listening, resolving concerns, and providing appropriate solutions.• Consistently ranked as a top 10 performer based on program metrics.

EVERDRY Waterproofing, St. Louis, MO 2005-2006Manager • Recruited, coached, and motivated up to 10 telesales specialists setting appointments for outside sales team.• Designed incentives and commission structure.• Set schedules and submitted payroll.