Atlanta Metropolitan Area
With 16+ years at Verizon Wireless/Verizon, I bring a people-first approach to data analytics that goes beyond the numbers — connecting insights to real business outcomes. The Chronic Callers Project captured $27M+ in documented cost savings and drove measurable operational improvements across KPI reporting, data visualization, and business intelligence. My career spans the full analytics spectrum — beginning on the front lines of customer operations and progressing through Resource Management into advanced reporting and analytics roles — known for translating complex workforce and operational data into clear, credible findings across HR, Finance, and Customer Success. I've partnered with Senior and Executive Leadership and HQ teams to deliver KPI reporting and data visualization solutions that drive operational excellence across the enterprise. Along the way I helped build and maintained 1,000+ complex HR reports, drove a 75% decrease in data collection times, and achieved a 71% reduction in process setup time through Lean Six Sigma process improvement initiatives. What sets me apart is the combination of technical depth and leadership instinct. I am equally comfortable building and maintaining long-term analytical data solutions as I am mentoring teams, facilitating cross-functional collaboration, and translating complex findings into clear, actionable recommendations for senior stakeholders. I hold an MBA and a Tableau Desktop Specialist certification, backed by Lean Six Sigma Green Belt, Agile Product Owner, and Verizon ScrumMaster credentials — reflecting a commitment to process excellence, Agile methodology, and continuous improvement. I welcome connections with organizations and professionals looking to leverage analytics expertise, a people-first leadership philosophy, and a passion for making intelligent, informed, and impactful decisions.
* Perfect Attendance: 2024 - Present Date • Co-developed and maintained 1,000+ HR reports across Cognos, Workday, PeopleSoft, Looker, Qlik, Microsoft Excel, and Google Sheets for executive-level review • Served as the go-to data resource for Corporate HR HQ Operations, producing Headcount, Termination, Corrective Action, and Radius Mapping reports that HRBPs and senior leadership pulled from directly, giving Customer Success (CS), Finance, and Inside Sales leadership a monthly read on where workforce demand was heading • Partnered with 8-10 HR Business Partners (HRBPs) to define and execute strategic data reporting and data visualization initiatives, ensuring HR metrics reflected what was actually happening in the business — and that HRBPs had what they needed to act on it
* Perfect Attendance: 2022-2024 • Contributed to automating and streamlining B2C manual workflows through reporting automation using Tableau, Google Sheets, SQL, and Smartsheet, cutting data collection times by 75%, reducing Bad Debt Volume by 15%, and improving operational efficiency by 20% across 65+ KPIs • Collaborated on building and presenting monthly collections reporting packages to HQ Finance and Bill to Cash (B2C) leadership — covering Mobile and Home performance across Consumer and Verizon Business Markets — with data visualization and benchmarking that gave leadership a consistent read on where collections stood each period • Worked alongside Finance and cross-functional teams to tighten up data reporting workflows and governance practices — making sure the right data was getting to the right people in a format they could actually use
* Tableau Desktop Specialist Certification * Verizon Lean Six Sigma (VLSS)-Green Belt: Excel Pivot Table Project Reduction Time By 71% * Verizon Certifications in Agile Methodologies, Lean and Design Thinking and Scrum Master * Perfect Attendance: 2017-2022 • Contributed to the Chronic Callers Project, which captured $27M+ in documented cost savings since 2018 by identifying, tracking, and treating chronic callers who disproportionately impacted call volume intake • Assigned as the reporting lead for Apple and Android Preorder and Device Launches, tracking project milestones through Jira under Scrum Master oversight and applying Agile and VLSS methodologies to keep deliverables on schedule • Led data mining and advanced analytics work supporting the National Customer Success (CS) Call-In Rate Reduction initiative, pulling from the Enterprise Data Warehouse (EDW) to build trend analyses and KPI reporting that helped the business get ahead of operational risk • Built Tableau dashboards and Excel-based deep-dive analyses that HQ and Senior Leadership came back to repeatedly when making key business decisions — including device launch planning and Call-In Rate Volume reduction • Collaborated with cross-functional teams — including VLSS, Business Transformation, Customer Service Quality, and Operations — to identify and reduce Call-In Rate (CIR) and Average Handle Time (AHT) through data-driven Call Driver analysis • Achieved proficiency across Teradata SQL Assistant, Tableau, ThoughtSpot, Verint/Impact 360 Speech Analytics, and ACSS Web through self-directed mastery and hands-on application across complex analytical projects • Developed dynamic visual reporting that clearly communicated trends and key anomalies in business context, recommending continuous improvement initiatives derived from analytical findings
* Bank of America client received company’s ‘Spirit Recognition’ Award for a project collaborated with MAi team members * Perfect Attendance: 2007-2008 • Specialized in Concept, Concept/Product, and Brand studies, managing the full process from initial setup through code lists and banners to ensure accurate and client-ready deliverables • Created client-specific data files per request, including Pre/Post study data, CSV files, indexes, grids, and rating summaries to meet diverse client research and reporting requirements • Converted final table axes from Quantum into Word, Excel, and SPSS formats to deliver polished, client-ready data files • Performed quality control by identifying and resolving discrepancies in statistical data files across Quantum (UNIX), SPSS, and Excel, ensuring accuracy and integrity of final client deliverables Client Projects: * Bank of America – Comparison of financial institutions and usage of ATMs and their locations. * Chapstick – Coolusion/Shimmer Concept Test – Awareness of brands and flavors of lip balm products. * Bayer Aspirin – Headache relief strips concept test among major brands.
* Perfect Attendance: 2006-2007 • Analyzed and transformed programmed questionnaires for data verification and consistency, executing and modifying software specifications to ensure 100% accuracy across all final client reports • Conducted quality control reviews across Quantum (UNIX), SPSS, and Excel, identifying and resolving data discrepancies to safeguard the integrity of statistical files prior to client delivery Client Projects: * Attorneys – Purchasing behavior and usage of legal technology solutions among attorneys. * Fine Point – Consumer purchasing behavior and usage of fine ballpoint pens. * Nemours Center – Parental healthcare awareness and growth development of children.
* Employee of the Quarter (2000) – Awarded for Work Performance, Attitude, and Attendance * Perfect Attendance: 1998-2006 • Collaborated directly with Account Management to align on project specifications, assessing quality control issues and managing deliverables to consistently meet client deadlines • Ensured 100% accuracy of final client reports by processing and transforming statistical data files per Account Management and client specifications, verifying programmed questionnaires for data consistency throughout • Applied advanced statistical research methods — including derived importance, significance testing, standard deviation, and standard error — to deliver rigorous, data-driven insights for final client reports • Performed quality control across Quantum (UNIX), SPSS, and Excel, identifying and resolving data discrepancies to ensure the integrity of all final client deliverables Client Projects: * Nasonex – Tracking study on major allergy medications; compare other leading brands (Flonase, Clarinex, etc.) * CheckFree – Consumer brand awareness of financial products * Delta Air Lines – Analysis of consumer flights; variables influencing flight schedule and service selections