Data Analysis Manager Resume Richmond, VA - Hire IT People

SUMMARY:

To join a company that values data analytics and can capitalize on my work experience, education, talents and energy.

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential, Richmond, VA

Data Analysis Manager

Responsibilities:

Managed team of up to five associates supporting call center, back office, and customer experience analytics.
Manage projects and associates to integrate data sources and extract useful insights to influence business decisions.
Responsible for maintaining data integrity across many platforms including VRU, call routing, call recording, survey responses and text analytics.
Provided consult to other lines - of-businesses as they migrate to Card platforms.

Confidential

Data Analysis Foreign Assignment

Responsibilities:

Led analyst team as agile scrum-master and reported production metrics to senior management.
Redesigned data solutions to support migration to new back office agent desktop application.
Transitioned back office data support offshore.
Shared and implemented domestic best practices.
Recruited and interviewed candidates to achieve long-term staffing goals.

Confidential, Richmond, VA

Data Analysis

Responsibilities:

Leveraged Business Intelligence tools to develop dynamic reporting suite for end user analysis.
Built, streamlined, and promoted vendor data extract process to allow 3rd party analytics.
Designed complex agent designation process to measure call center queue effectiveness.
Migrated customer survey process from phone to e-mail.

Confidential, Richmond, VA

Data Stewardship

Responsibilities:

Defined and implemented data and platform access strategy.
Wrote scripts to validate data quality within subject areas.
Responded to end user data/technical questions and partnered with internal support group to resolve data issues.
Maintained and monitored data integrity and data access.