As a Sr Analyst I worked with qualitative and quantitative online delivery data to understand and improve shortcomings in processes that cause poor customer satisfaction, returns, and increased cost to the company. In my time on the team I have worked to improve historical projects and create new processes to accomplish these goals.One of my biggest accomplishments was when I was tasked with investigating a potential financial exposure and identified $3M in unnecessary delivery spend annually. I presented my findings to senior leadership, researched the current process, and developed new guidelines to address the gaps which lead to 6x greater cost recovery compared to previous years.

Through in-depth analysis of online return data I was able to provide actionable insights to the Merchandising organization that helped to understand customer behavior and reduce returns for various product categories. Damage was identified as a major pain point for our online customers, so I worked to further understand which product categories were at the highest risk of damage and what attributes increased this risk. Through cross functional partnerships I was able to implement transportation changes that decreased damages in the targeted categories by $2M.

In this role I worked closely with a product team communicating and prioritizing business needs for the development of applications used to increase efficiencies within Direct Fulfillment Centers. I was responsible for story creation, iteration planning, and user acceptance testing to support the Agile development. During my time in the role I was able to lead the successful launch of a work prioritization application & process which decreases time spent fulfilling customer orders allowing for increased throughput in the facilities.

Coordinated marketing and advertisement of the Atlant Hawks at the University of Georgia through various events and promotions to strengthen fan relationships. Facilitated group ticket sales, contributing to exceeding yearly sales goals of $40,000 and increased user database of Hawks Pass program by 800+ users.

Managed freight brokerage process through negotiations with carriers based on market capacity and consistently met daily load objectives.