Led discovery sessions and workshops with senior stakeholders to analyze business processes, identify gaps, and align with the organization's target operating model to understand their business perspective and identify how we can support business needs
Led cross-functional project teams from initiation to delivery, managing timelines, risks, and stakeholder communications to ensure successful rollout of analytics solutions and process enhancements
Translated complex data into intuitive visual narratives, delivering strategic insights to stakeholders and executives across departments optimizing operational efficiency, and aligning business strategies with organizational goals
Led opportunity mining in a new data lake to develop and deliver 15+ dashboards and 100+ analysis, driving data-driven insights and process improvements
Served as subject matter expert for AWS data lake, leading training initiatives and mentoring cross-functional teams to enhance their understanding and application of data lake, driving improved operational efficiency
Led data side of “Smart Summaries” product which equipped agents with key parameters and scoring metrics for optimized customer interactions, resulting in 10% increase in customer satisfaction and 20% increase in agent satisfaction
Developed automated data quality monitoring system with anomaly detection, ensuring dashboard integrity and minimized inconsistency in reporting by 75%
Designed and developed an AWS data pipeline processes, streamlining ETL and dashboard workflows, cutting refresh time by 35% and reducing resource consumption by 60%
Designed and managed data pipeline architecture to ingest vendor data into SSMS, leveraging EC2 for automated processing, data transformation, and integration into analytics ecosystem
Developed machine learning time series forecasting model, achieving 10% improvement in accuracy across 4 countries by incorporating external factors like weather and sales data, leading to 3-month POC to finalize design for production, enhancing workforce management for vendor teams
Lead CI/CX Analyst
Foundever
Dublin
03.2021 - 03.2022
Modeled framework to integrate cross-systems datasets providing operations with completely new perspective on data enabling more strategic performance tracking for handling complaints
Performed causal and textual analysis on client-reported issues and other case responses, integrating external weather data via API and built dashboard to visualize trends and correlations, providing real-world insights on product failure factors
Mapped internal workflows and synthesized customer feedback, which revealed key process gaps; this enabled design of targeted agent training, improving process compliance by 85%
Acted as strategic partner in master data transformation plan for Accor Group by creating logical data landscape capable of delivering insights by automating data management processes and providing recommendations on post-delivery enhancements
Developed in-house Machine Translation tool integrated with Salesforce, reducing language barriers and boosting productivity, generating $250k/year by optimizing multilingual backlog management
Education
Master of Science - Data Analytics
Dublin Business School
Master of Information Technology - Business Informatics
James Cook University
Skills
Python
SQL
Power BI
Advanced Excel
SAP Business Objects
Amazon S3
SSMS
Amazon Athena
Amazon Web Services
Salesforce
Stakeholder Communication
Project Management (Agile, Waterfall)
Timeline
Business Analyst
Abbott Laboratories
03.2022 - 07.2025
Lead CI/CX Analyst
Foundever
03.2021 - 03.2022
Master of Science - Data Analytics
Dublin Business School
Master of Information Technology - Business Informatics