Senior Process Analyst
– Design, implement, & analyze data-driven information, business processes, communications, operational goals into digestible processes for hundreds of call center agents optimizing call times by 5% annually.
– Develop data-driven reporting analysis for process & product design into actionable insights & recommend strategic initiatives based on research, requirements, & metrics
– Collaborate with diverse cross-functional teams & manage relationships with stakeholders including Marketing, Engineering, PMO, Product, Care & Training on initiatives involving the customer journey, roadmap, development, release management, UX/UI , & operational goals
– Serve as a functional leader, Product Owner, SME for Ops, PMO, Engineering on UAT testing for product launches, automation, pricing updates, & software development .
– Lead teams, gathered requirements, organized meetings, communicated next steps, conducted project planning as a project manager for internal projects