Robert Lepiane Email and Phone Number

• Gather and analyze data for potential Market expansions, new KPI's, High level escalations, etc. • Identify specific business opportunities and ways to capitalize on them• Influence stakeholders to support business projects• Assist with project management for selected projects• Coordinate with different departmental teams to improve productivity• Test business processes and recommend improvements• Convert roadmap features into smaller user stories• Write clear and well-structured business requirements and documentation• Identify automation opportunities• Create reports, dashboards and visualizations to help others understand business performance• Analyze process issues and bottlenecks to make improvements• Communicate and validate requirements with relevant stakeholders• Develop and maintain reporting tools• Perform data discovery, analysis and modeling with in SQL, Excel, Power Bi, etc.• Collaborate with product managers on roadmap planning and workforce optimization

ESSENTIAL DUTIES AND RESPONSIBILITIES· Effective written and verbal communication at both a technical level and a simplified level· Comply with applicable legal requirements, standards, policies, and procedures· Demonstrate dependability· Demonstrate high level problem solving and decision-making skills· Mid-level escalation for troubleshooting· Assist with special projects· Maintain necessary skills and knowledge to coordinate work flow· Monitor deliverables and ensure timely completion of projects· Participate in professional development and training activities· Prioritize effectively, multitask when necessary· Provide peer mentoring, training to coworkers· Proficient at reading and understanding data· Experienced in supporting custom applications· Experienced in creating documentation· Afterhours work as needed for system upgrades and outages· Advanced Excel Skills a plus· Participate in on call rotation· Make recommendations for needed system and process improvements

Through effective verbal and written methods create and display complex dashboards for internal and external contacts. Create queries of large data sets to drive reports and assess operational improvements. Analyze Business processes for ways to improve efficiency. Utilize key analyst tools such as the Microsoft suite (Excel, Access, Power Bi) alongside SQL and VBA techniques to find recommendations for operational improvement. Developing individual schedules for associates, collecting and analyzing KPI data, building and maintaining Excel/ Power BI data presentation documents, overseeing payroll, tracking attendance, managing reporting platforms, forecasting metrics, budgeting, employee training and retention, Proficient in Microsoft suite(Access, Excel, Word, PowerPoint), SharePoint, Python, intermediate SQL knowledge. 2021:CXOne: Assisted with the CXOne telecommunications roll out. One of three primary stress test and diagnosis associates used to provide feedback before rollout. Developed and administered training to CSC associates. Continually provided help desk support for program errors for both in house and external users. Wrote IVR scripting and back-end routing for inbound/outbound telecommunications. Crafted database reporting tools for internal and external stakeholders.2020:Implemented SharePoint site into CSC workflow: Developed and implemented, trained staff and external users, used troubleshooting techniques to diagnose issues and resolve on the consumer’s side.Workday: Assisted with the roll out of Workday in the CSC: Helped provide training and gather data for implementation. COVID-19 Work from home process: Gathered and distributed necessary hardware for associates continued in a personal setting. Assisted in resolving program issues as well as hardware misunderstandings through telecommunication. Provided base level help desk support.