Zoya Tariq Email & Phone Number

Northbrook, Illinois, United States

*Data-Driven Strategy: Collaborate with teams to create data-backed plans, reducing Same-Day cancels by 80%, preventing 12% of potential fraud, and boosting member retention by 2%.*Data Reporting: Create actionable dashboards in Excel, empowering senior management to make informed decisions and optimize the program.*Streamline Integration: Analyze system integration gaps to improve CarePass enrollment and Rx delivery efficiency*Insights: Use Tableau to pinpoint regions with high cancellations and address issues by retraining staff, adjusting sales approaches, and promoting positive behavior.*Program Enhancement: Act as an SME, monitor performance metrics, and recommend improvements and training opportunities.

Northbrook, Illinois, United States

*Leadership| Led a team of 3 to train, create, triage, and resolve technical tickets in Service Now within SLAs *Technical Documentation| Wrote 10+ comprehensive Knowledge Articles that increased first-call resolution by 15%, lowered ticket creation by 20%, and quickened troubleshooting executed by Call Center agents. *Product Optimization| Identified growth opportunities and suggested optimal solutions that resulted in a 30% increase in customer satisfaction *Quality Assurance| Ensured reliable data by setting standards, identifying anomalies, and helping to resolve issues*Root Cause Analysis| Engaged with various IT teams to analyze and fully address root causes of issues identified

*Agile leader| Served as Agile Scrum Master, facilitating team stand-ups, iterative user story development, backlog management, and issue resolution *Offer Solutions| Increased new customer conversion by 40% in 1 month through creating data-driven marketing campaigns and strategic offers using Teradata CIM app *SQL| Optimized existing queries to enhance database performance and maintenance *Business Modeling| Paid great attention to detail and created business modeling diagrams (Work Flow Charts, Use Case Diagrams, and Data Flow Diagrams) to guide migration of data to the destination systems *Testing| Conducted 5+ levels of end-to-end testing, including functional, user acceptance, integration, and performance to verify holistic approach and ensuring integrity of systems/data

Long Beach, California, United States

*Requirements Gathering| Gathered and defined complete business rules, logic, and success criteria for MS D365 CRM app development for Call Center agents *Elicited and Translated stakeholder requirements into tangible deliverables, such as business and functional documents, acceptance criteria, use cases, wireframes, prototypes *Lead Trainer| Led review meetings and performed walkthroughs/demos for training and testing purposes