Torian F. Email & Phone Number

Rosharon, Tx, Us

Houston, Texas, United States

• Streamlined departmental reporting by an average of 60% through report automation (Python, SQL, Tableau, and Tableau Prep).• Built complex reporting using multiple data sources using SQL, Excel, and Tableau to support a major project to replace modems on over 50k systems resulting in saving ~ $1.5 mil in future service costs.• Design and create data visualizations for Senior and Executive management that tell a compelling narrative as required to support business needs.• Built, operationalized, and maintained 20+ dashboards to support the operations command center.• Work with stakeholders to update Tableau reports when new business questions arise or the structure of data changes.• Build and maintain a strong knowledge of data sets available to the analyst. Extract, cleanse and transform data to support analysis needs. Pressure test and validate logic and outputs against known sources and business acumen.• Perform ad hoc data analysis using analytical tools such as: Excel, SQL, R programming, and Tableau• Led in driving down field case closure rates by 20% over annual goal for 2021 and avg field case open rate by 47% compared to 2020 through weekly data analysis, ETL operation, and weekly/monthly/quarterly reporting.• Increased departmental adoption of Tableau Online and dashboard utilization by 300% across departmental leadership.• Served as an analytical and technical subject matter expert to stakeholders and helped develop actionable insights.• Thought partner for senior management to solve business driving problems to enable 24 hr. servicing of our customers through data analysis and subject matter expertise.

Houston, Texas, United States

• Managed a team of five Business Analysts• Develop six business requirement documentation for IT development and worked with IT from inception to implementation.• Lead the business level UAT and production level validation for bi-weekly sprints and releases.• Perform ad-hoc data analysis using Excel and Tableau.• Drove down avg age of open cases by 36% through weekly insights and quarterly reporting.• Supported contact center through identifying customer support metrics and building dashboards to track and act on insights.• Worked with Finance team to provide highly scrutinized service data regularly for compliance/regulatory/audit events.

Houston, Texas Area

- Prepare analysis reporting for key activities and projects by collecting, analyzing, and summarizing information- Compile weekly executive summary and key performance indicator reports- Produce custom reports and analysis- Utilize data and analytics to help drive critical business decisions- Use independent judgement to analyze data and make recommendations for changes to support business initiatives- Identify key areas for process improvement through data analysis and strategic thinking- Perform a comprehensive review of the reporting packages and document detailed explanations for significant variances- Support the development, documentation and implementation of new policies & procedures

Houston, Texas Area

Houston, Texas Area

Call Center Supervisor • 2010-2014Customer Care Representative • 2009-2010Customer Service Representative • 2008-2009