Sarra Phelps
Data Analyst with 3 years of experience where I collaborated, organized, and tracked company staffing needs and mission critical requirements. A proven track record of using my excellent problem solving, communication, and organization skills to prioritize KPIs, SLAs, on a timeline. Refined process improvement of database and discussed risk and contingency plans based on project needs.
Experience
August 2022 – PRESENT
Reporting Analyst | Maximus | Remote
Recommendation below from Directions of Operation Support
here-> Recommendations
Data Mining and Cleaning- Transforming dirty datasets with Excel using Power Pivot or Power BI Power Query using accuracy, sound judgement, and data integrity. Baseline for project.
Reporting and Analysis – Delivering time sensitive ad-hoc reports and customize monthly performance reports to the Governor of Indiana for state healthcare project on highly sensitive milestones. Helped the project increase the headcount of staffing by 233%.
Communication Development – Communicate effectively with coworkers and stakeholders about projects. Presented business insights to team and stakeholders. I work well within a team setting and independently. Worked well with timeline and vendor management.
Data Analysis and Integration – Extracting data from multiple sources into data requests, ensuring client contract needs are met. Delivered PowerPoint decks weekly and monthly reports via data visualization dashboards, decks, and PDFs to the client.
Automation – Utilizing python to automate tasks, such as copy and pasting of rows from Excel to csv and removing headers for ingestion to Snowflake server. Practicing agile methodologies with Jira. Familiar with waterfall method and Six Sigma green belt certified. Familiar with a Gantt chart for organization. Created SOPs for manual processing.
Data Issue Resolution – Reaching out to internal contacts or client to dive deeper into outliers in the data or potentially incorrect data. Performing UAT, user acceptance testing on project before released. Continuous improvement of processes.
Issue Tracking – Track, organize, and communicate ticket resolutions for case errors and technical issues affecting agents. Managed 1000+ agents including their software issues and system access.
December 2021 – AUGUST 2022
Real Time Workforce Analyst WFM | Maximus | Remote
Same duties as with Navient, same title. See below. Contact [email protected] for reference.
January 2020 – December 2021
Real Time Workforce Analyst WFM | Navient | Remote
Shift Management: Coordinated agent shift schedules to align with project requirements, leveraging IEX/NICE WFM software for efficient planning and execution.
Holiday Queue Oversight: Implemented holiday auto-response systems across all communication channels to ensure seamless customer experience during peak times.
Interval Peak Operations: Managed voluntary time off and training schedules to maintain optimal productivity, particularly during critical project milestones and peak intervals.
Issue Management: Oversaw the resolution of after-hours issues, providing timely status updates to clients on mission-critical challenges to minimize project disruption.
Real-Time Analyst Work: Managed voicemails and call-offs while closely monitoring real-time attendance to address long calls and training statuses, ensuring alignment with project deadlines and performance targets.
Skills
Analytical thinking • Proficient with time management and milestones • Team player • Power Bi Power Query • Agile Development • Public speaking • Data analytics • SQL • Python • Problem solving skills • Excel pivot tables • WFM • Change Management in Jira • Microsoft Excel formulas • Communication • Six Sigma Green Belt• SDLC • Stakeholder Management • Cloud based Saas such as Smartsheet • Strategic Planning • Resource Allocation