Welcome to Brazen Careerist!

• Marry internal system data with third party vendor data for weekly and monthly executive level Customer Satisfaction Reports.
• Analyze quantitative data (Net Promoter Score) and qualitative data (voice of the customer).
• Streamline and audit previous reporting process to maximize accuracy and efficiency.
• Investigate anomalies with data and/or reports.

• Created, analyzed and distributed daily, weekly, quarterly and fiscal year reports that began with individual agent-level metrics and layered to an overall business (Nurse Advice Line) or client level (Your Healthcare Plus – Illinois Medicaid).
• Managed delivery of over 40 monthly internal and client-facing reports. Reports increased by 10 every quarterly cycle. Client-facing reports delivered while managing standard reporting expectations, tracking and delivering requests in queue.
• Incorporated data from in-house databases (PHA/PCM/HDR), telephone systems (Aspect), workforce management systems (Total View) and various other operational tools (eQuality Balance) to provide multidimensional reporting and analysis to both internal customers and external clients.
• Completed 50% of ad hoc tasks, analyses, and investigations requested of the Informatics Reporting group by Operations, Client Management and other departments.