Provides consulting, team training, and 1-on-1 coaching services to help organizations - and individuals - get the most out of their data.

Trains ZTM Academy students in Business Intelligence skills including Excel, VBA, Power Query, and DAX.

• Worked directly with Mortgage Banking business leaders to define complex information requirements and translate them into interactive web-based reports relied upon by senior executives for operational decision making• Designed and maintained database objects supporting the needs of MIS report developers, including stored procedures and user-defined functions that encapsulate complex business logic behind a simple interface• Utilized SQL optimization techniques to minimize query runtimes on schemas consisting of hundreds of tables and hundreds of millions of records• Performed ad hoc reporting and analysis as needed

• Spearheaded an effort to consolidate hundreds of Excel-based reports into a few dozen comprehensive web-based reports• Acknowledged as a departmental SME in SQL programming; advised and instructed teammates and new hires on related best practices• Acted as a primary liaison to operational leadership in the presentation, explanation, and analysis of reporting KPIs• Architected a largely automated MIS infrastructure responsible for approximately 80% of the reporting produced by the Workforce Management department• Personally trained more than 300 contact center agents and supervisors in Aspect eSP and RTA as part of software rollouts in Manila, Philippines and Melbourne, Florida

• Monitored real-time performance of eight lines of business encompassing more than a dozen contact centers and as many as 1,000 agents via Avaya CMS• Collectively aligned individual site staffing requirements with global call volume and AHT forecasts to achieve an optimal balance of Service Level and Occupancy• Utilized Aspect eWFM to analyze trends in call volume and AHT relative to forecasts, reforecasting as needed• Monitored and managed site-level performance across a spectrum of metrics including line adherence, percent to required, and AHT, communicating feedback directly to site leadership via e-mail, chat, and a daily conference call• Provided analysis of both real-time and historical performance to department director; assumed responsibility for daily and monthly reports with VP-level exposure• Engineered multiple spreadsheet applications which ultimately became integral to team processes and best practices

• Passed the General Securities Representative Examination (Series 7) on the first attempt with a score of 90%, 17% higher than the national average• Passed the Uniform Combined State Law Examination (Series 66) on the first attempt with a score of 91%• Built a network of new business contacts, maintaining a database of prospective customers

• Served as assistant department manager in the sortation department, considered the lynchpin of the distribution process at Amazon.com’s Lexington, KY facility• Supervised, allocated, and organized a workforce consisting of as many as 80 associates• Conceived and implemented a curriculum for teaching efficient process technique to associates, and implemented it with great frequency and success (estimated 15- 20% increase in trainee productivity) on individual and group levels at the request of both night shift picking managers• Led a Kaizen project which formalized and standardized a curriculum that is now a crucial component in the training program of each new associate in the picking department of Amazon.com’s Lexington, KY distribution center• Scripted and directed a training video which was seen by a majority of new associates in the facility’s picking department