Greater Cleveland
I’m a data-driven Business Analyst II with experience turning customer feedback, churn data, and business trends into actionable insights that support retention, customer experience, and executive decision-making. In my current role, I lead companywide NPS and Ease of Doing Business insight read-outs, own quarterly churn analysis, and support NPS, EoDB, and CSAT survey programs in Qualtrics across 2,000+ annual responses. My work focuses on identifying key trends, customer segments, churn drivers, and opportunities to improve the customer experience. I also translate complex data into clear, executive-ready recommendations that help teams better understand customer behavior and business impact. Prior to moving into business analysis, I built a strong foundation in customer advocacy, sales support, program management, data integrity, and operational leadership. My background includes experience with Power BI, Salesforce, Totango, Qualtrics, dashboard enhancements, customer reference programs, CRM audits, and cross-functional support. I’m passionate about using data, customer insights, and clear storytelling to help organizations make smarter decisions, strengthen customer relationships, and drive measurable business outcomes.
• Lead companywide NPS and EoDB insight read-outs, translating customer feedback into actionable business insights. • Own quarterly churn analysis, identifying key drivers, trends, segments, and retention opportunities. • Support NPS, EoDB, and CSAT survey programs in Qualtrics, including survey creation, distribution, and reporting across 2,000+ annual responses. • Analyze customer feedback, churn data, and segmentation trends to develop executive-ready insights and recommendations. • Earned Business Intelligence & Data Analyst Certification and Qualtrics Certification
• Responsible for researching, vetting and securing suitable reference customers to support company's growth initiatives. • Monitor and follow-up on various data integrity reports monthly • Identify suitable reference customers using reporting tools; Power BI, Salesforce, and Totango. • Execute Power BI dashboard enhancements • Provide referenceable customer stats for monthly VP reports • Support data integrity of company systems by ensuring customer information is current and update while fulfilling reference requests • Provide assistance with the customer loyalty and executive programs
• Supported sales opportunities including net-new, conversions and up-sell campaigns • Worked as a liaison between account manager and order processors to resolve question or issues related to client invoices or billing questions and more. • Ensured accuracy and timeliness of opportunity & account information into CRM. • Performed CRM data audits; ensure all data is current, accurate and in compliance. • Supported and completed RFP/RFQ/RFI requests. • Confirmed registration facts and completed lead registration processes.
• Grew fleet from 80 to 122 cars in the first month Brunswick, OH • Plan day-to-day operations with employees, body shops, and insurance companies • Conduct weekly marketing meeting with dealerships for potential growth opportunities • Finished Top 5 out of 60 Branch Managers in personal sales for the month of February
Personally increased our Satellite Branch customer service score from 62 to 100 in six months Top 10 in sales for the last four matrices (Top 5 two of the last three) Currently growing branch fleet by over 45% Applied exceptional skills in communication to strengthen relationships with key accounts
Record breaking branch customer service scores of 94 & 91 consecutively Ranked 5th in Total Sales for Assistant Managers in April Contributed with increasing fleet by 14.5% in March and 2% in April Helped a Management Assistant get promoted to an Assistant Manager position
-Operated & maintained the facility by managing an efficient staff -Booked and maintained new outings, leagues, and members into various programs -Ran and organized In-House Leagues & Outings -Implemented marketing plans -Managed a staff of over 40 employee
-Operated & maintained the facility by managing an efficient staff -Booked and maintained new outings, leagues, and members into various programs -Ran and organized In-House Leagues & Outings -Implemented marketing plans -Managed a staff of over 40 employee
• Performed routine lawn and grounds maintenance tasks on a regular basis • Was in charge of setting up and tearing down for city events • Audited city water meters in residents homes
• Supervise over 60 employees • Open and close the store • Conduct all of the financial audits • Enter and oversee payroll • Make sure every customer has a great experience