>Generated 10-15 leads per month through targeted outreach >Promoted our services to key individuals and achieved nearly 80% conversion rate >Located key stakeholders within the business by asking effective questions

TTEC | Jun 2021 - Aug 2022

Quality Assurance Specialist

>Analyzed quality assurance data leading to a 5-10% increase in agent KPIs >Collaborated with team leads to develop strategies to improve agent performance >Worked with back-end analytics experts to refine front-end user interface for data manipulation

TTEC | May 2018 - Jun 2021

Learning And Development Specialist/Master Trainer

>Delivered training that boosted trainee performance and retention by 10% >Spearheaded remote online training programs, mentoring employees for enhanced performance >Coached new agents fresh out of training during live calls

TTEC | May 2017 - May 2018

Consumer Insights Specialist

>Managed escalated calls and resolved complex issues, boosting customer satisfaction >Suggested service improvements based on customer data, increasing upsell opportunities and reducing callbacks by nearly 60% >Increased customer retention by effectively utilizing tools and listening skills to understand the concern and then delivered the necessary information in an easy to digest way

My Education

Take a look at my formal education

Data AnalyticsMasterschool | 2023

Diploma, Culinary Arts/Chef TrainingPearson School of Culinary Arts | 2012

Graduated, High SchoolLake of Two Mountains High School | 2008

About Me

New to the world of data analysis and very excited to be a part of it. The idea of taking a complex web of data, simplifying it, and understanding the story it tells is very appealing to me since, as far as I'm concerned, good data doesn't lie.

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