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Work Background
AIGProject Lead
Jan. 2019 - Dec. 2020Houston, Texas, United StatesManaged the implementation and maintenance of the Voice of Customer (VoC) program. Analytically coordinated a capstone project, maintained full accountability for business case development, data requirements gathering, optimizing new survey framework, executed user acceptance testing (UAT) and delivered stakeholder/colleague training programs.
Accomplishments:
- Analyzed, refined and implemented surveys for different touchpoint in collaboration with USA and international Marketing team.
- Completed implementation of software to new vendor in designated timeline
AIGBusiness Analyst - Customer Experience Management and Data Analysis
Dec. 2012Houston, Texas AreaCUSTOMER EXPERIENCE MANAGEMENT | DATA ANALYSIS | REPORTING & AUTOMATION Translating complex data into simplified and comprehensive visual displays of quantitative information, designed and implemented periodical management information (MI) and ad-hoc reporting using Power BI. Collaborated effectively with operation managers and business analysts, contributing towards core organizational objectives while offering valuable deliverables via optimizing reporting processes, driving automation and streamlining operations. Facilitated training and development of new Business Analysts to elevate overall performance while regularly evaluating performance to identify improvement areas. Accomplishments:
- Formulated recommendations by synthesizing multiple data sources and provided data analysis and customer insights to support Business Development manager in his monthly key account customer meeting. - In collaboration with USA Fraud Investigation team, synthesized data across Sales and Claims operation and identified $500,000 in recovery and pursuance of Fraud rings by FBI.
- Designed and implemented new dashboards from scratch to present monthly claims performance to Key Account customers that encompass data trends and analysis.
AIGBusiness Analyst
Jan. 2012 - Dec. 2020Houston, Texas, United StatesPrepared periodical management Information (MI) for claims operations using Microsoft Excel. Managed global submission and compilation of regional claims performance for corporate monthly business review. Served as technical support for Customer Experience (CX) software, ConfirmIT that included onboarding of new users, modification and maintenance of survey, User Acceptance Testing (UAT) and stakeholder trainings. - Negotiated and reduced Service Level Agreement (SLA) from 5 to 2 business days by identifying key contributors from different business functions, and created a separate submission process and deadline for monthly MI submission.
- Completed in the AIG-wide Claims Ops Idea Competition with the submission of “Automated Flight Delay Notification”, which was selected for review and appreciated by the competition judges.
Coburn Technologies, Inc.Senior Financial Analyst
Jan. 2006 - Dec. 2012South Windsor, CTTECHNOLOGY MIGRATION | ERP SYSTEM MANAGEMENT | REPORTING TIME REDUCTION | BUDGETING & FORECASTING | FINANCIAL REPORTS Prepared all facets of financial reporting, forecasting, auditing and end of year budgeting with ERP software. • Determined business goals for international subsidiaries within Europe and Asia while ensuring seamless integration within a global ERP system, thus reducing monthly reporting time from (7) to (5) business days.
• In the absence of CFO, completed annual budgets for corporate submission on behalf of a ($70M) organization.
• Delivered value-added support with technology migration to a new ERP system, introducing a new product line, transitioning from regional to global business models, and building a shared services organization.
• Executed all facets of financial forecasting and end of year budgeting while providing recommendations to management and employing industry best practices in new engineering change order process.
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