Skills:
SaaS, Zendesk, JIRA, Salesforce, Power BI, AWS Athena, Redshift, PostgreSQL, MySQL, SAP, CRM, Excel, Visio, QuickBase, Business Objects, PowerPoint, Word, and Outlook
Summit K12 – 2025 to present
Customer Support Technical Specialist
I play a key role in supporting Customer Support Representatives by assisting with requests and projects while ensuring they have access to all essential resources. I provide prompt and exceptional customer support, ensuring successful product implementation. I collaborate closely with Inside and Outside Sales and Account Management teams to guide customers from purchase order to user login, fostering a seamless experience.
Beyond direct support, I work with various District and School departments and staff through phone, email, and video calls to address their needs effectively. As the Voice of the Customer, I advocate for improvements and feature requests within Summit K12, ensuring that our services align with customer expectations. My role is centered on problem-solving, enhancing workflow efficiency, and driving customer satisfaction through strong technical and interpersonal skills.
MDaudit – 2024 to 2025
Customer Support Advocate
Ensure a high level of customer satisfaction by providing end user support throughout the customer base. Drive customer optimization through the adoption of best practice workflows. Responsible for timely resolution of customer requests including issues and enhancements, monitoring of key customer satisfaction indicators, and leading customer facing release management.
project44 – 2021 to 2024
Data Support Analyst
I specialized in managing data exchanges between customers and carriers, ensuring seamless integration and technical support while fostering strong partnerships with third-party providers. My role involved proactively reviewing and sharing data in meaningful ways, monitoring alerts, and conducting collaborative calls to resolve issues in API and flat-file data exchanges. By integrating new carriers for existing clients, I helped optimize operational efficiency and enhance data reliability.
Additionally, I built and maintained reports and dashboards to track the health of data sources, providing valuable insights to customers and cross-functional teams. I continuously monitor data scorecards, identify opportunities for improvement, and develop strategic business plans to enhance data quality. Worked closely with Engineering and the Customer Success Team, I address back-end challenges and resolve data concerns that impact customer workflows, ensuring a seamless experience for all stakeholders.
Apple – 2020 to 2021
Data Analyst
Create and update monthly reports for Higher Education and Government customer accounts. Acquire data from primary or secondary data sources to maintain databases and data systems. Identify, analyze, and interpret trends in complex data sets. Clean data by reviewing reports and performance indicators. Locate and define new process improvement opportunities while working with management to prioritize business and information needs.
Hay House – 2019 to 2020
Database Analyst – Junior Marketing
Create and update daily, weekly and monthly analytics reports and dashboards. Analyze and monitor marketing campaigns, promotions and launches to ensure target conversion rates are in line with projections. Collect, organize and analyze significant amounts of information with attention to detail and accuracy. Translate data into recommendations and plans for revising campaigns.
Build SQL queries utilizing SQL Management Studio, MySQL, PostgreSQL and Redshift to create dashboards and perform analytics. Combine data points for reporting and analysis across various channels and platforms. Analyze marketing campaigns and reporting recommendations based on results.
Becton Dickinson – 2018 to 2019
Data Coordinator
Manage internal schedule reporting, performance and productivity metrics, including managing data reporting elements of the Health Care Professional account maintenance system. Support New hire request for SAP Access and phone setup. Pull reports necessary to track, trend, and analyze all department KPI’s, metrics and measurements. Ensure adherence to regulatory (SOX, ISO, FDA, cMDR, etc.), business and department guidelines, policies, and procedures. Support the Customer Service Representatives and Team Leads in the setup and troubleshooting of the Call Monitoring System, SAP, Telecom and other systems while maintain the departments continuous improvement initiatives.
Data Analyst
Responsible for developing, quantifying and evaluating the transformation of internal and external information into business intelligence to support the strategic objectives of the sales organization and drive operational excellence. Includes data and technology management(data acquisition, mining, analysis, data integrity management, metrics management and reporting.)
SPFM LP – 2018 – Contract
Data Research Analyst
Responsible for researching companies with specific pharmaceutical licenses and certifications while utilizing various databases.
Blackhawk Network – 2014 to 2017
Data Operations Analyst – Supervisor
Responsible for vendor management functions related to KPI’s for multiple vendor owned data entry locations (US, Mexico, Canada, Dominican, India and China). Develop, tested and managed new client data entry promotions. Managed and coordinated vendor and client calibrations to review the accuracy and efficiency of data.
- Lead calibration sessions with vendors while providing coaching and feedback
- Maintained Excel spreadsheets to record and track performance metrics
- Worked with account stakeholders to ensure client guidelines were followed
- Lead client keying programs to identify customer needs and expectations
- Utilized Synergy and SIMS to capture customer information into databases
- Designed data entry guidelines and process documentation
- Provided actionable data to various internal and external teams
- Coached, developed and mentored vendor processing teams
- Maintained weekly and monthly vendor reports
Physician Reimbursement Services Inc (PRS) – 2011 to 2014
Data Entry Analyst – Medical Billing
Supervised team of medical billers and coders. Managed claims billing for Flagstaff Medical Center and small care providers.
Nationwide Insurance – 2007 to 2010
Business Information Technician – Analyst
Pulled and ran data for the Nationwide Sales Solutions reporting team. Tested and reviewed nationally implemented joint corporate projects with NASCAR. Created sales reports and assisted on operational efficiency projects.
Retention Agent – Sales Agent – Team Lead
Reviewed customer policies for Nationwide Sales Solutions. Sold Home, Auto and Umbrella policies.