Developed automated tools using PowerBI, R and SQL in order to facilitate common analytic processes and support the wider analytics team by standardizing measurement and analysis tools to improve output and reliability of cross-client projects.
Define and scope projects, driving quantitative performance improvement against contract scorecard for clients using PMI principles.
Harnessing customer insights from touch points to drive strategy using text and speech analytics within R, Verint, Nexidia and other tools.
As principal project manager for my clients, I cultivated strong relationships with key stakeholders to build and work closely with cross-functional teams in order to analyze and develop recommendations and secure support for implementation of projects to drive success.
Internally, supported the analytics team by acting as a team leader and mentor, encouraging analysts to grow professionally, and facilitating training in analytic best practices and technologies (R, SQL, Excel).
Developed and commercialized social media and general web scraping tools to understand customer sentiment which was utilized by multiple clients to improve processes and understand customer journeys.
Developed a training program to help Excel users navigate pivot tables, vlookups, and other common Excel processes in R in order to close gaps in performance and align with industry best practices.
NCS Technologies
Senior Analyst, Business Intelligence
Evaluated existing KMS and existing measurement systems in order to evaluate client performance claims and benchmarks
Examined internal website tracking data from Omniture and Adobe to evaluate high use internal sites and then developed automated systems to probe existing support material, evaluate relevance and flag material for migration in order to address bandwidth constraints from the content development team.
Developed an algorithm in R to pull high value user generated content from forums, social media, and other sources into the KMS and adjust relevancy to improve support desk efficiency.
Developed performance evaluation tools to improve efficiency with the Operations team looking at a combination of agent telemetry and customer feedback data in order to highlight areas with low customer resolution and high customer effort to prioritize new tools and processes based on those stories
GoMARQUIS
Senior Analyst, PeerTrax
Developed an internal strategic initiative to improve product adoption among internal and external clients.
Developed and implemented a predictive model to test direct mail adoption, then applied those results directly to campaigns using the pre-determined trigger events to send relevant offers to the customers based on their predicted needs improving response rate by over 300%.
Scoped and developed high value products, to enhance client understanding of their marketplace and provide them with actionable intelligence on long term strategic initiatives resulting in over $10 million in new revenue in their first year
Developed models of credit risk and life cycle revenue to improve targeted offers at point of service between the customer and their financial institution
Lead statistician and manager for the PeerTrax predictive analytics and modeling database to develop highly likely and most likely prospects for direct mail campaigns, using SPSS/Cognos and data drawn from client MCIF systems
Developing and analyzing models of consumer behavior using P$ycle, FICO, and other data using SPSS and R
Bellwether Community Credit Union
Electronic (Web) Marketing Specialist, Marketing
Developed and prepared dashboards for executive team within MarketTrax database (FoxPro) and Excel to inform senior executive team on performance of the Credit Union overall as well as with breakouts by branch and team.
For branch managers, developed and prepared reports on top member relationships, front line staff performance against goals, retention efforts, and opportunities by region for potential new product development and wallet share improvement.
Managed the launch of the new website, developed content on the site to benefit members, and also improve SEO performance within the local region – these efforts earned a MAC Image Enhancement award
Managed and reported on online advertising ROI, recommending changes/improvements based on KPIs for each channel in order to improve conversion rate. This led to a $500,000 average annual improvement in asset generation.
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