In this role, I worked with key stakeholders throughout the organization to gain insight into business needs, guiding initiatives in data gathering, analysis, and presentations.My achievements include the delivery of $300K in annual savings by developing continuous improvement workshops with account teams, improving efficiency and productivity in business processes.I used reports, meetings, and other stakeholder engagement to define and measure key performance indicators and success factors.I also created visual data representations that served as the basis for presentations of findings and recommendations to leadership, providing insight into the performance of various areas of the business.I designed Microsoft Visio diagrams that served as a resource for business process re-engineering for internal teams.I served as a subject matter expert for statistical analysis. My scope of accountability included using cost/benefit analysis to lower costs, reduce waste, and identify opportunities for automation.

Here, I supervised 20 direct reports dedicated to analyzing clients in Restaurant Technology Services.I analyzed data from cloud applications, identified patterns and trends in customer issues through text mining on case notes, and contributed to root cause analysis.Using Microsoft Power BI, I developed reports on customer satisfaction scores for executive leaders. I also designed and published Cognos reports for multiple departments.I completed a two-minute AHT efficiency improvement on the areas under analysis and a 10% reduction in KB articles.I also directed a data warehouse project to collect and store contact information, incident details, telephony, and workforce management data in a single location to support data analytics.Using R, I performed text mining on case notes to identify issue patterns and support root cause analysis.I also built a QA test platform in C# and Microsoft Excel to measure the accuracy of ServiceNow incident use case measurements.