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Atlanta, Georgia, Us

Leading a team of business analysts to develop strategic and analytical reporting for the Department of Customer Service Director of Innovation, Performance, & Accountability, Commissioners, and Mayor's Office.Spearhead major reporting initiative. Developed and implemented new dashboards and databases, saving 80+ hours in monthly data time and eliminating outdated reports within 6 months of starting the position.Identified critical errors in reporting methodology, resulting in redesigned and streamlined processes. Resulting in improving both internal and external service levels to 99.6% while improving quality scores to 95.1%.Mentored, developed, and counselled team members, resulting in both professional and personal growth by applying mindfulness practices. Assisting them in achieving their goals and ambitions.Driving meaningful progress and executing tangible results on projects that make city services more customer-focused, innovative, and efficient for the citizens of greater Atlanta.

Meudon, Île-De-France, Fr

Developed comprehensive reports utilizing Power BI, SSRS and Sisense, empowering cross-functional teams to make data-driven business decisions aligned with organizational goals. Reports provided key insights into operational performance, market trends, and customer behavior, facilitating strategic planning and resource allocation.Conducted monthly audits of client billing using database queries, identifying and resolving instances of under billing and overcharging. Discovered a billing system failure resulting in $300K under billing and implemented corrective measures to prevent future losses.Played a vital role in administering database systems across production and testing environments, ensuring uninterrupted operations and timely feedback to development teams. Collaborated with stakeholders to identify system issues, implemented proactive solutions, and maintained high system availability.

Meudon, Île-De-France, Fr

Managed major incidents from identification to resolution, certifying accurate root cause wasidentified, preventing occurrence.Assisted and led multiple teams, determining root cause and solutions. Closed all incidents withdocumented cause, solution, and follow-up testing and monitoring, preventing service level failsthat were met with financial penalties.Built consensus and agreement with multiple teams, delivering solutions in timely manner,supporting service level agreements internal and external.Tracked solution effectiveness and monitored for reoccurrence.Reviewed minor issue logs, determining potential risk of major issues emerging.Prepared communication and documentation for internal and external clients effected.

Meudon, Île-De-France, Fr

Led team of tier 1 and tier 2 technical support individuals, adding to daily success of 24-hourembossing operations.Monitored incoming and outgoing client files and reports, processing and producing data files.Ensured operations had files needed at the time, to meeting client service level agreements,maintaining service level of > 95%. Created monitoring and troubleshooting queries, allowing team to proactively determinepotential issues and risks, leading to reduction in tickets opened by internal clients.Produced documentation library for quick reference and step-by-step solutions.Developed and counselled team members, achieving their goals and ambitions.Helped in building interpersonal skills with the team. Promoted strong sense of diversity.Established strong relationship with the operations teams, focusing on their success.

Meudon, Fr

Reviewed requests from internal and external clients and translated them into developmenttasks.Leveraged 8+ years of SQL DB development for team success.Determined scope of requests for planning and team capacity.Spearheaded call with developers, discussing best coding approach and feedback of tasksassigned.Assisted team and completed coding tasks, meeting deadlines.Reviewed code from junior developers, providing focused feedback to build confidence andsuccess within organization.Served as key player, onboarding Citi portfolio to Gemalto.Designed and implemented billing process for portfolio based on contractual specifications.

New York, New York, Us

Designed, developed, and implemented tools and reports as needed in daily operations of thecard personalization business. Including:Citi’s credit card inventory system, controlling 6M secured plastics across 2 sites. Ensured100% inventory control throughout process. Moved inventory from main to working vaultand recorded all job fulfillment for daily and monthly audits.Citi’s credit card procurement system, enabling users to view real time inventory numbersand reorder alerts.Internal application built by user requests, giving additional information not found in themain shop floor control system.