Business Intelligence | Customer Experience | Project Management
Verified
Accomplished Business Analyst with over 10 years of experience in the manufacturing and insurance sector in the USA and globally, motivated to transition from claims operations to a customer experience (CX) management role, utilizing experience in data analysis, cross-functional team collaboration, and project leadership. Ability to drive customer advocacy and satisfaction through strategic thinking, effective communication, and collaborative problem-solving.
Transforms complex data into insights, with proven ability to manage multiple client requests with precision and accuracy in a fast-paced environment. A track record of identifying patterns, uncovering insights, and generating innovative solutions, by delivering data-driven recommendations through interactive data visualization software.
Passionate about actionable insights that improve customer journeys and deliver measurable business results. Committed to continuous learning and innovation to make a meaningful impact on both customer experiences and organizational success
CORE COMPETENCIES
• Data Analysis
• Customer Experience (CX)
• Project Management
• Survey Design and Feedback Systems
• Reporting and Database Management
• Technical Proficiency | PowerBI | SQL
• Strategic Thinking
• Communication Skills
• Collaboration and Teamwork
• Problem-solving and Critical Thinking
CAREER HIGHLIGHTS
~ Managed the migration of customer experience (CX) software from ConfirmIT to Medallia in the designated timeline.
~ Analyzed, refined, and implemented surveys for different touchpoints in collaboration with the USA international Marketing team.
~ Identified key contributors for monthly MI submission while negotiating a separate submission process, which reduced the SLA time from (5) to (2) business days.
~ Managed the implementation and maintenance of the Voice of Customer (VoC) program.
~ Coordinated a capstone project, maintained full accountability for business case development, and data requirements gathering, optimized a new survey framework, exMore...