Projects
Recent analytics and operations projects spanning dashboarding, customer insight, and forecasting — each focused on the business decision it unlocked.
Escalation Reduction: 25%
Owned a cross-functional process improvement that cut escalations 25% by combining ticket analytics with structured Jira workflows and stakeholder communication.
SLA Compliance: 94%
Built a Tableau + SQL SLA dashboard and operational roadmap that gave leadership a single source of truth for response time, backlog, and escalation trends.
Repeat Issues Reduced: 22%
Coordinated Engineering, QA, and Support to drive a 22% reduction in repeat iOS incidents through structured tracking and weekly fix reviews.
Meeting Rate Increase: 18%
Translated 5k+ outreach records into a coaching playbook that lifted meeting rates 18% and surfaced the top-converting channels per persona.
Fulfillment Speed Improved: 85%
Diagnosed fulfillment bottlenecks across 15k+ orders, driving a 35% delay reduction and clearer warehouse-level KPIs for ops leadership.
Retention Risk Flags: 120+
Built a retention dashboard that surfaces 120+ at-risk accounts monthly using CSAT, repeat-contact, and escalation signals — enabling proactive CS plays.