Rory Burke Email & Phone Number

Hamilton, NJ

• Overhauled backbone operational and reporting systems to integrate and automate the complete customer life cycle.
• Integrated over 45 automation flows within the Microsoft tenant, as well as several API integrations from external sources, to automate marketing to sales to operations and billing. Saving well over 100 man-hours a.
• Redesigned and deployed a robust reporting structure through Power BI. Increasing informational density, access, and flexibility all while decreasing refresh loading times an average of 900%.
• Driving a 37% increase in returning business since 2019, 38% per Consultant increase in revenue and a 27% per employee revenue increase

Hamilton, NJ

• Led the development, design, coding, implementation, and management of a new KPI Dashboard across Verizon and vendor support partners. Strategized alongside leadership to implement new processes that increased.
• Integrated new dashboard functions while consolidating numerous data sources with 1.5B+ calculations to achieve improved data density and a 75% time-to-update reduction; conserved 40+ man hours per week through.
• Oversaw the implementation of innovative agent-level reporting structures to maximize identification of data outliers across multiple KPIs, mitigating unethical system behavior to improve internet close rates by 660bp.

Hamilton, NJ

• Streamlined client communications as the main point of customer contact, identifying, diagnosing, and mitigating client issues in a timely fashion.
• Directed operations for the Customer Service Support Center’s (CSSC) Internal Help Desk Team (IHD), leading teams to administer IT support while resolving client issues; served as the main IT support contact for the.
• Managed all data analysis and reporting efforts for the Hamilton Fiber Solution Center (FSC), utilizing Excel and Power Query language (“M”) to maximize data collation and organization from numerous data sources.
• Conducted root cause analysis, interpreting findings to identify areas of strength and weakness for sales and revenue growth, referral rates, participation, adherence studies, and IT support for numerous programs.
• Recognized by senior leadership through the “Our Customers Every Day” award due to superior client services.
• Drove change management and process improvement, implementing a new process that directly resulted in a $5.3M annual cost savings.

Old Bridge, NJ

• Directed daily operations for a 60-person staff, overseeing vehicle logistics and transportation from numerous locations to address rental needs across 40+ branch locations.
• Monitored all vehicle ordering and logistics to ensure timely, cost-efficient delivery of vehicles to meet rental needs and post-rental resale market demands.
• Performed data analysis and forecasting to project arrival times and fleet needs, improving overall forecasting accuracy to 95%.
• Achieved highest rates of employee retention (96%) and customer satisfaction (81%) across New York Group.
• Drove a 100% increase in fleet size within two weeks to address unprecedented rental demand following Hurricane Sandy, coordinating logistics and transport of 1,500 vehicles from across the country.

Bachelor Of Science - Bs, Information Systems

Political Science And Government

Activities and Societies: Alpha Epsilon Pi