Experienced Operations Analyst with over 13 years of experience in process improvement, data analysis, and operational efficiency. Proven ability to analyze complex data sets, identify trends, and develop actionable insights to improve business operations. Adept at streamlining processes, improving workflow, and enhancing productivity across multiple departments. Skilled in cross-functional collaboration, reporting, and developing strategies to resolve operational challenges. Expertise in creating and maintaining performance metrics, managing data analysis, and supporting management in decision-making processes to optimize business outcomes.
Senior Technical Consulting Engineer
AT&T – Alpharetta, GA
September 2019 – Present
Senior Specialist – IT Telephony Infrastructure Engineering
AT&T – Alpharetta, GA
October 2013 – September 2019
Manager Quality – M&P Process
AT&T – Alpharetta, GA
June 2011 – October 2013
Pharmaceutical Technician
CVS Pharmacy – Covington, GA
April 2009 – June 2011
Led cross-functional teams to analyze system issues, root causes of inefficiencies, and implemented corrective actions that resulted in a 20% reduction in operational delays. Provided ongoing support by analyzing key performance indicators (KPIs) and recommending process improvements. Successfully developed and implemented improvements in customer onboarding and service delivery workflows, reducing cycle times and improving customer satisfaction by 15%.
Generated and maintained operational reports to track aging orders, escalate issues, and ensure timely resolution, resulting in a 50% reduction in backlogs and improved delivery times. Conducted root-cause analysis of operational bottlenecks, collaborating with internal teams to reduce processing times for service orders by 30%. Proficient in using Excel and internal reporting tools to automate data collection and performance tracking, saving time and resources. Acted as a liaison between technical teams and management, translating technical issues into clear, actionable reports for non-technical stakeholders.
Developed an Excel-based inventory management system, enhancing tracking accuracy and supporting deadline adherence. Automated headcount and workcenter metrics, reducing manual input by 80% and creating modular solutions for broader use across work centers. Worked closely with leadership to design a system for executive escalations, ensuring prioritized actions and improved cycle times. Coordinated process changes and staff training, resulting in smoother transitions and enhanced department performance. Conducted ongoing performance analysis to assess the effectiveness of process changes and identify trends for future improvements.
Assisted in inventory tracking and ensured accuracy of expiration dates, contributing to operational improvements. Coordinated with team members to ensure the accurate and timely delivery of customer prescriptions, adhering to strict timelines and maintaining high levels of customer satisfaction. Additionally supported operational improvements by analyzing inventory data to ensure product availability and efficient workflow.