Sam Reilly Email & Phone Number

• Support Insight team to develop, produce & enhance insightful BI/MI reporting & interactive self-serve dashboards• Introduce best practice guidelines that empower the team to tell the story of data & introduce new metrics/data sources that enable actionable insight & strategic decision-making

• Transitioning the team from day-to-day report production towards actionable insights using robust analytical techniques (including text analytics, customer segmentation & more)• Example includes combining disparate data sources across the business for the 1st time with established business customer cohorts which improved business understanding of customer contact trends• Introduced team branding & stakeholder feedback loop for BAU reporting to help streamline & increase value add for… Show more • Transitioning the team from day-to-day report production towards actionable insights using robust analytical techniques (including text analytics, customer segmentation & more)• Example includes combining disparate data sources across the business for the 1st time with established business customer cohorts which improved business understanding of customer contact trends• Introduced team branding & stakeholder feedback loop for BAU reporting to help streamline & increase value add for team & business Show less

• Multi-channel business knowledge expert on customer contact trends across the business, in addition to key performance measures and data sources (opportunities and limitations) across Tesco• Owned and led 6-month project to transition all performance reporting from multiple Microsoft Excel workbooks to interactive Tableau dashboards • Independently developed new operating model targeting customer telephone contact which is being implemented within the business and projected to save… Show more • Multi-channel business knowledge expert on customer contact trends across the business, in addition to key performance measures and data sources (opportunities and limitations) across Tesco• Owned and led 6-month project to transition all performance reporting from multiple Microsoft Excel workbooks to interactive Tableau dashboards • Independently developed new operating model targeting customer telephone contact which is being implemented within the business and projected to save £10m over 5 years • Over one-year experience managing Performance Insight team (4~6 Insight Analysts)• Developed a range of templates and processes (SQL, Microsoft Excel, VBA, Tableau, R, Python & Alteryx) used throughout the business on a daily and weekly basis to support key decision making and performance improvement• Created and launched new performance metrics across Telephone, Emails and Social Media customer contact channels using statistical analysis, speech analytics and machine learning techniques. Most recent example, launched new Social Media performance metrics (i.e. Passive Handling Time) which empowered stakeholders to reduce average time to handle customer contact by more than 50%• Deployed and managed new customer research program (moving from unstructured data to a generalised structured data set) across telephone, email & social media customer contact journey's between 2016 and 2018 Show less

• Owned and automated production of Tesco’s product reports (involving refunds & product complaints)• Streamlined creation of business periodic performance summary pack, a 46-page document summarising key performance metrics trends and results - reduced production time from 5 working days to 3 hours

• Led development and creation of Tesco’s supplier charge rate model for product quality complaints (circa. £9 million annual revenue). Resulted in a three-tier matrix system where the charge rate varies on the type of quality complaint, ensuring the model complies with the Grocery Supplier Code of Practice (GSCOP). Implemented in February 2014, the model was used until January, 2019• Reporting management, ensuring one version of the truth is provided to stakeholders individual store… Show more • Led development and creation of Tesco’s supplier charge rate model for product quality complaints (circa. £9 million annual revenue). Resulted in a three-tier matrix system where the charge rate varies on the type of quality complaint, ensuring the model complies with the Grocery Supplier Code of Practice (GSCOP). Implemented in February 2014, the model was used until January, 2019• Reporting management, ensuring one version of the truth is provided to stakeholders individual store, region or national performance Show less

Developed suite of daily and weekly reports for newly established Injury Helpline function, while also logging customer injuries experienced in UK stores and following up next steps with store Duty Managers.

Handled customer service queries for Tesco customers across telephone, email and letter contact channels.

Master Of Science (Msc), Data-Intensive Analysis, Distinction

Modules included: Statistical Modelling, Advanced Data Analysis, Data-Intensive Systems, Information Visualisation, Machine Learning &.

Bachelor Of Science (Bsc), Mathematics And Applied Computing, Upper Second Class Honours

Newcastle University, New South Wales, Australia | February 2012 to June 2012 Seized the opportunity to study one semester of my.