Work Experience

Automated recurring daily executive reports through various methods (PowerShell/VBA/Power Query/Power BI) saving approximately 50 hours per month in manual effort

Overhauled ad hoc reporting request intake process using Six Sigma Methodology (DMAIC) to develop custom report request form and repository, increasing processing efficiency by over 15%

Design and maintain Azure Databricks tables facilitating team workflows, including cross-system data reconciliation and historical tracking of key operational metrics

Lead daily inventory and trend briefings for VP and Director-level stakeholders, providing operations leadership with timely data to support operational decision-making

Strengthened vendor management controls by partnering with executive leadership and external partners to monitor inventory levels and SLA compliance

Deliver reporting and analysis for the claims operations function underpinning ~$11B in quarterly revenue across 23 business units

Awarded the department’s Spotlight Award in Q4 2025 for exemplary performance

Developed critical reporting utilizing Azure Databricks data lake to highlight aging inventory items stuck in inter- and intra-departmental processes across business units

Built and maintained Databricks reporting supporting claims operations for a business generating ~$10B in quarterly revenue across 22 business units

Reconfigured and updated team reporting processes to help support managerial oversight and facilitate reductions in aging inventory across all state business units and department vendors, saving ~20 hours of manual work by leadership per month

Served as acting team lead during management vacancy, representing the analytics team in interdepartmental meetings and serving as primary point of contact for cross-functional stakeholders

Awarded the department’s Spotlight Award in Q4 2023 and Q2 2024 for strong performance during critical business transition periods

Conducted quantitative and qualitative merchant fraud investigations, analyzing transaction patterns against historical baselines and stated business profiles to identify anomalies and risk indicators

Sourced and synthesized data from multiple platforms including LexisNexis to support fraud determinations

Promoted from QA Analyst following strong performance; transitioned accounts when original client concluded operations

Partnered with client vendor management and internal leadership to surface actionable insights and trends from audit analysis deep dives

Redesigned QA evaluation and auditing processes using Six Sigma DMAIC methodology, saving approximately $15,000 annually in labor costs

Designed and managed workforce schedules for 60+ agents across 2 lines of business, optimizing coverage across a 12-hour daily operating window

Delivered routine and ad hoc reporting across training throughput, production staffing, and KPI performance for all US region accounts using Excel and PowerPoint

Led QA team analyzing agent performance across 120+ CX agents for a major roadside assistance client

Developed multiple data-driven agent performance analyses and visualizations to assist leadership team with ongoing agent/supervisor performance tracking

Spearheaded team initiative for internal Quality Assurance knowledge base in SharePoint to house team-specific processes and procedures for external account(s)

Top 5% performer in loan originations; served as process SME and peer trainer across multiple banking clients