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Professional Data Analyst
 As a dedicated and knowledgeable professional with experience in analyst processes, process improvements, employee training, and call center improvement, I seek to bring my abilities to add value to your organization. I am a self-motivated individual with a proven track record of success increasing productivity, efficiency, and quality.
Core Competencies
 Conducting analyses and reporting to identify opportunities and provide recommendations.
 Leading team members and daily processes according to efficiency and quality standards.
 Communicating clearly and effectively with clients, colleagues, and other professionals.
 Developing training for team members in best practices according to company objectives.
 Providing process improvement recommendations that increase productivity and efficiency.
Professional Experience
VERIZON BUSINESS / FRONTIER COMMUNICATIONS Irving, TX
Sr. Analyst / Corporate Trainer, 2005   2016
 Managed Ad-Hoc Reporting from multiple systems including Cognos, Oracle BI Discoverer, Intradiem, Tableau, SQL queries Nexidia, and Qfinity.
 Performed data analysis, identifying process improvement opportunities to enhance customer experience, reduce churn, minimize shrinkage, and increase profitability.
 Served in Manager and Supervisor positions, overseeing processes and team members, delegating responsibilities and monitoring performance.
 Developed and implemented effective training to increase team productivity and efficiency in compliance with organizational policies and procedures.
 Conducted observations of on-line agents, coaching to maximize performance effectively.
 Carried out analyses for call center statistics and call center training numbers, evaluating results to determine needs and opportunities for improvement.
 Analyzed average handle time AHT, call work time, transfer rates, and training data, converting to Excel format using pivots and charts for presentation, applying in-depth Excel knowledge.
 Identified solutions after call center analysis, presenting findings to senior leadership and stakeholders.
Additional Experience
TELVISTA INC. Dallas, TX
Mentor   Call Center, 2003   2005

ALCATEL USA Plano, TX
Lab Support Engineer, 1988   2000

SPERRY CORP. Minneapolis, MN
Clean Room Technician, 1984   1986

U.S. ARMY APO NY
27/G Redeye/Stinger, 1978   1981
Technical Proficiencies
 Cognos
 IEX
 Witness
 Intradiem Training Systems
 SQL Queries
 QFinity
 Tableau Reporting
 ACS Customer Surveys
 vRepair (Oracle BI Discoverer)
Education
VOCATIONAL 2-YEAR DIPLOMA PROFICIENCY CERTIFICATION
Mesabi Range College, Eveleth, MN, 1984