John Wilson Email & Phone Number

Atlanta, Ga, Us

Helps individuals, teams, and organizations identify, develop, and apply their innate talents and strengths to achieve personal and professional growth, success, and fulfillment.

* Created and updated Power BI reports to organize data for informing management on the progress of Rangam’s candidate and employee programs.* Created, updated and refreshed Tableau workbooks to combine datasets for informing management through dashboards on outliers in our data that may need to be corrected* Compared new reports against old reports to ensure that new versions of a report were capturing all data from old reporting correctly

Investigates and analyzes data for anomalies on behalf of a healthcare software company that provides software and services for automating the prior authorization process used by health insurance companies.* Provided management with a proactive view into contract and dataset discrepancies by creating queries that reveal contracts with data anomalies* Created monthly query which identifies customers likely to complain about invoices via threshold changes* Used SalesForce to extract data on contract invoices to help predict areas of need for stakeholders.

Performs quality checks of new software and hardware products to ensure they meet all standards and internal guidelines and ready for market on behalf of the leading developer of legally compliant games of skill in the US. Executes tests to identify issues against system specifications, runs debugging programs, and generates quality reports. Collaborates with software developers to correct issues with multiple, incremental releases per week.* Evaluated data and identified a problem within a game that provided certain users unfair advantage. Presenting findings visually in graph format and the functionality was changed to ensure fairness.

Provided permit quality control support on behalf of a provider of telecommunication professional engineering design and support services. Researched and ensured necessary contract documentation for up to 800 contracts, valued at $500K, a month to support invoicing of external customers such as Verizon. Compared and analyzed the two versions of the construction drawings, the original one versus the one on file for the permit, and used the CAD system to modify the drawing to reflect the accurate current status.* Created a semi-automated timesheet generating system to reduce manual efforts of reporting time expended on each permit and this system was adopted for use by many members of the team.* Recognized by management for being the top performer in quality control over a specific period of time and was consistently within the top percentage of the team for performance.

Greater Atlanta Area

Delivered data analytic support to the new workforce management and analytics team of managers on behalf of an online marketplace for car purchasers and sellers. Generated routine reports and ad hoc queries upon request for use by management for understanding current status, empowering tactical planning, and making strategic business decisions such as staffing, performance bonuses, and employee retention. Metrics were also used to ensure proper implementation and application of organization best practices and procedures.* Designed and developed call center agent performance metrics using data extracted from six disparate databases, creating a single source report that communicated all role-specific performance scores for every agent.* Created complex reports based on data retrieved from contact center phone datasets, eliminating the cost of outsourced reporting. Reports informed call center managers on the optimal service levels based on workforce management goals.

Provided analytical support to a workforce manager of over 30 consumer support agents. Tracked information on support agent performance. Developed reports communicating key performance indicators (KPIs) for call center managers. * Facilitated the initiative to successful re-certify the contact center benchmarking system by collecting a year’s worth of essential effectiveness and efficiency metrics required for the BenchmarkPortal survey.* Achieved Employee of the Quarter for creating a recurring Excel VLOOKUP pivot table program utilized for agent coaching purposes and manager performance measurements.* Improved the performance of an existing query, producing results in only one hour instead of the previous 3 hours.

Assisted two workforce managers supporting the staffing needs for call center managers who directed over 60 call center agents. Monitored and interpreted charts based on real-time call center operational data and alerted stakeholder to trends such as unusually long wait times.Other experience includes SAS Contractor for a boutique computer programming services company and Profile Researcher and Editor for LeadMaster.