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Emily Quebedeaux

Analyst

Looking for Work | PA

Technologies

Data whisperer, unlocking the secrets hidden within the numbers.

My Certifications

These are the industry credentials that I’ve earned.

Other Certificates

MSI Certified Six Sigma Black Belt

DataCamp Course Completion

Take a look at all the courses I’ve completed on DataCamp.

My Work Experience

Where I've interned and worked during my career.

Frontline Education | Nov 2016 - Dec 2023

Client Support Manager

Provides reporting dashboards and ad-hoc reports regarding support performance using Zendesk Explore, spreadsheets, and slide decks Implements data-driven approaches for team to reduce internal process demands while maintaining or improving metrics From 2017-2021, reduced overall volume by 24%, average initial response time by 80%, and average cycle time by 34% Established tiered support and integrated offshore team Optimized client communication across multiple channels Expands agent and client enablement with enhancements to automation, agent resources, and self-service options Engages with product development teams to review backlog and item prioritization Develops growth plan and goal-setting with 5-13 direct employees and team

Frontline Education | Jun 2015 - Nov 2016

Support Team Lead

Tracked metrics for team and individual contributors Coordinated meetings and one on ones Introduced chat channel to team support processes

Frontline Education | Jan 2015 - Jun 2015

Senior Support Specialist

Resolved advanced product support requests and escalations Coached team members and provided KPI check-ins

Frontline Education | Jan 2014 - Jan 2015

Technical Support Specialist

Investigated client product support requests via email and phone Updated client configurations using SQL, javascript, and VB.NET

My Education

Take a look at my formal education

Bachelor of Fine Arts in ArtPennWest Clarion | 2010

About Me

I've always been fascinated by data and the insights it can provide. In my spare time, I taught myself data analysis and visualization techniques and applied them to my role in client support leadership and operations. I'm eager for a new challenge.

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