Samaiyah Caesar Email & Phone Number

Atlanta, GA, US

• Interact directly with our ELT team to partner and assist with complex data requests across various groups (Sales, Product, Marketing, CS, PMO and Finance).
• Collaborate with business units across the enterprise to create a roadmap for the Data.
• Perform ongoing analysis of sales, products and services, KPIs as well as complex, strategic and analytical projects to evaluate/make recommendations around growth, revenue, profitability initiatives and opportunities.
• Serve as the subject matter expert for data in reports and analysis.
• Provide analytics and reporting to teams to support business needs in alignment with the strategic vision of the company.
• Complete a host of ad hoc requests from executive leadership.

• Collaborated cross-functionally to gather requirements for Nexidia report and query development.
• Developed reports and dashboards in Nexidia for recurring and one-time assessment of business performance.
• Promoted Nexidia utilization of new and existing reports, systems and processes, and tools.
• Evaluate and recommend report enhancements, process improvements, and system enhancements for Nexidia.
• Perform deep dive analyses to discover actionable insights and recommendations for Projects Managers.

• Delivered exceptional and innovative business solutions that support our technology evolution and change the way Bank of America connect.
• Analyzed data through Teradata SQL and Reporting Tools to turn complex information into easily understood insights.
• Interpreted data and offer solutions to overcome complex issues.
• Developed and led vendor teams to improve quality of calls and chats aimed at driving KPI’s.
• Identified areas of opportunities with system functionality and employee system knowledge gaps.
• Identified process improvements, determined appropriate strategy/tactical approach and work with key stakeholders to remove duplicate efforts.

• Supported all levels of management with attendance, STD/FML claim processing, and time sheet audits.
• Made recommendations to improve processes, data platforms, reporting and other analytical methods.
• Maintained confidentiality for highly sensitive matters and information.
• Owned weekly/monthly operation reporting.
• Served as a contact for cross-functional analysis, projects, and processes.
• Provided input to the requirements and development of systems.

• Strategically developed, planned, and organized a customer service team of approximately 8-10 agents to reach or exceed KPI metrics.
• Achieved business objectives and strategic goals by coaching, training, and motivating direct reports.
• Proactively managed the customer experience by ensuring that frontline behaviors support the Organization’s Performance Guarantee Model.
• Actively drove awareness of company metrics in Customer Choice, 2 Hour Repeat, Upgrades and Adjusted Calls Per Day.
• Monitored employees for performance to ensure interaction and provided ongoing feedback to employees on how to improve quality and improve service level.
• Reviewed data and provided analytical support to discover root cause for reps’ opportunities on calls.

• Provides Superior level of Account Management to Enterprise and Government customers.
• Communicates with customer and makes recommendations for solutions to complex account concerns.
• Leverage relationships with all internal departments to oversee all customer impacting transactions and interactions and ensure issues are resolved efficiently and effectively.
• Implements and tracks multiple projects for assigned accounts. This includes client requests like bulk orders, price plan, promotion changes and upgrades.
• Applies value focused selling techniques to demonstrate understanding of VZW’s capabilities and effectively communicate relevant offerings to the client.
• Assist in various special projects on an as needed basis.

• Delivered innovative learning solutions for customer service and employee development.
• Responsible for delivering products and data in a classroom setting using adult learning training methodology.
• Evaluated program efficiency and continuously improving solutions.
• Prioritized across client organizations on critical needs.
• Successfully assisted with introducing the new ACSS Web Portal.
• Increased ACSS Web tool utilization from 23% to 50%.

• Demonstrated effective leadership and people management skills.
• Worked independently in a fast paced, rapidly changing environment with minimal oversight.
• De-escalate calls during customer interactions.
• Provided how to illustrate ownership to my peers using self-motivation.
• Practiced negotiation skills to provide win-win solutions.
• Asked questions to uncover the customer motive behind the request

• Obtained thorough knowledge in the VZW systems, policies, and procedures.
• Performed analysis to develop a set of supplemental and customized actions to improve customer experience.
• Assisted on system navigation to analyze statistical reports and perform calculations in the Wireless Account Analysis tool.

Accountable for selling and managing manufactured goods related to engraving industry.Responsible for $1.8 million in existing accounts and service customer requirements.Increased sales by 22% in 2007; generated an increase in sales of $2.3 million in 2008. Initiated long term contracts with business to business sales and one call closing.Managed and.

Masters, Science Management; Leadership And Organizational Effectiveness, 3.8

Bachelors Of Science Degree, Information Systems, 4.0

4.0

Bachelor'S Degree, Management Information Systems, General