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Work Background
Blue Shield of CaliforniaData Analyst
Jan. 2017 - Jan. 2023Analyzed speech analytics data and identified and addressed the root cause of 40% of inbound calls, saving operating costs while increasing customer satisfaction. Created an interactive dashboard to track internal training materials, increasing content reliability for phone agents from 30% to 80%, increasing customer trust and decreasing repeat callers. Eliminated zero visibility into document changes by engineering a tracking report, providing an historical record and enhancing collaboration/error detection. Designed and developed dynamic Excel reports using advanced functions such as VLOOKUP, INDEX-MATCH, PivotTables, Power Query, Conditional Formatting, Data Validation, and VBA scripting to automate data processing and improve decision-making.
ConduentData Analyst
Jan. 2014 - Jan. 2017Managed and audited hospital quality data collection, guaranteeing adherence to stringent governmental reporting requirements and protecting millions of dollars of critical funding streams. Engineered proactive data validation systems, rectifying a recurring report delivery failure and achieving 100% client report delivery compliance.
XeroxSoftware Analyst
Jan. 2008 - Jan. 2013Tucson, Arizona AreaAnalyzed complex software issues by examining front-end behaviors and back-end code, identifying root causes and collaborating with development teams to implement effective solutions. Recognized as a top performer. Delivered clear, concise client reports explaining complex data discrepancies and technical issues, fostering ongoing communication and ensuring timely resolution and customer satisfaction.
Tucson Unified School District (TUSD1.org)Mathematics Teacher
Jan. 2003 - Jan. 2008Tucson, Arizona, United StatesImplemented comprehensive student performance tracking systems using Excel, conducting in-depth analysis of assessment data to identify learning gaps and focus instruction, resulting in a 30% improvement on district-wide assessment scores. Developed interactive teaching tools in Adobe Flash and ActionScript that significantly improved student engagement and concept visualization, leading to measurable gains in comprehension and performance.
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