William Bachman Email & Phone Number

West Jordan, UT, US

Stamford, Connecticut, US

• Build multi-layered data model in Looker, updating and maintaining documentation as appropriate.
• Create and curate explores to enable accurate and timely self-serve analytics.
• Provide expert consultation on the optimal use of Looker business intelligence software to enhance white-label dashboards in alignment with internal design specifications.
• Develop custom visualizations based on Figma designs, utilizing HTML and CSS.
• Original contract extended by 4 months due to exceptional results in achieving marketing design goals and additional requested projects.

Walnut Creek, California, US

• Designed and developed data models, reports, and dashboards, transforming initial client vision into fully realized production solutions.
• Implemented continuous improvement / continuous development practices to streamline changes and minimize code defects via documented git release process.
• Developed project plans and lead cross-functional teams, utilizing both Agile and Waterfall project management methodologies to ensure successful delivery.
• Conducted co-development sessions for technical and business users on Business Intelligence (BI) tools, such as Looker and Tableau, and guided them in creating dashboards utilizing best practices in visual storytelling.
• Built Looker dashboard using results from Google NLP, allowing users to validate results using data actions and extensive Liquid logic for automatic highlighting.
• Provide expert consultation on the optimal use of Looker business intelligence software.

San Jose, CA, US

• Wrote ad-hoc SQL queries to resolve internal customer information requests within the service level.
• Translated user requests into well-defined business requirements.
• Presented complex information to non-technical users

New York, NY, US

• Created an internal WFM Department from the ground up, including Real-Time Management, Scheduling, and Capacity Planning, reducing in-office shrinkage by more than 50%.
• Created predictive forecasting model using statistical methods that identified upcoming need for a significant increase to current FTE count.
• Conducted cost/benefit analysis and feasibility studies on different virtual call center solutions, ticketing platforms, and other decision-making initiatives. [UJET, ZenDesk, Five9]
• Communicated data-driven stories using Mode, Excel, and Wallboards to develop reports, dashboards, KPI monitoring systems, and self-service tools.
• Collaborated with cross-functional leaders to define metrics and Key Performance Indicators (KPIs), driving process improvement, and reducing Full-Time Equivalent (FTE) requirements.
• Managed IVR system, including installing temporary IVR prompts to mitigate system issues, and manage holiday messaging.

San Francisco, California, US

• Completed ad-hoc reporting requests by writing complex BigQuery SQL queries, validating and communicating the results effectively to the end user
• Created new reporting to track Key Performance Indicators (KPIs) to regularly monitor performance metrics.
• Collaborated with the policy team to make improvements to trust guidelines based on observed data patterns.
• Managed a portfolio of high-value accounts, consistently exceeding revenue targets each quarter.

San Jose, CA, US

• Defined Key Performance Indicators (KPIs) for eBay's e2m (policy) and Top Seller Support organizations.
• Established performance metrics and developed dashboards in Tableau to monitor them, providing accessible insights to team leaders and the executive team.
• Prepared and delivered weekly presentations to the executive team in MS Office and MS Excel, highlighting process improvements.
• Used data mining techniques to proactively identify areas for process optimization.
• Built web pages utilizing HTML, PHP, and MySQL, empowering analysts without database access to execute pre-written queries with variable inputs for client needs.
• Partner with junior analysts on identifying needed ad-hoc reporting to best identify opportunities for client revenue growth and improved customer satisfaction and then extracted that information using SQL.

San Jose, CA, US

• Conducted root cause analysis on negative eBay seller reviews and feedback, identifying opportunities to enhance customer experience and drive strategic growth.
• Presented detailed process improvement plans using PowerPoint to respective owners, CEOs/Presidents, etc.

San Jose, CA, US

• Managed book of up to 50 key strategic accounts in eBay's motor vehicle parts & accessories category.
• Beat revenue targets regularly by hosting strategic discussions with eBay business owners and operators.
• Encouraged participation in mutual promotional opportunities that grew long-term revenue.
• Discovered ineffective account offboarding process and designed replacement procedure saving $100k+ annually in subscription fees.

San Jose, CA, US

• Responded via email to eBay members in dispute with other eBay members.
• Investigated seller performance and applied corrective action when necessary according to site policy.
• Informed business of corrective actions being taken on their account and advised on how to reconcile their business operations with eBay’s policies.

Information Systems

High School Diploma