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.