Boston University

Northeastern University

West Morris Central High School, Chester, NJ

Operations Associate at PerformLine

Affinity.co

Senior Customer Success Operations Analyst (Revenue Operations)

• Operationalize strategic processes for CSMs and validate/optimize their efficacy with data
• Gainsight Administrator with regular activities in Rules Engine, Journey Orchestrator (Digital Journey), Data Designer, Dashboard Builder, Report Builder, CTA's (Calls to Action), and Gainsight PX integration
• Partner with Data Science team as needed for advanced analytics requests or bringing important data points into complementary systems
• Building reports and dashboards in Salesforce (SFDC) 
• Collaborating cross-departmentally with stakeholders in Customer Success, Sales, Marketing, Product, Billing, and others
• Assist with streamlining processes to drive Go To Market team's efficiency
• Triaging Salesforce case queue and processing cases in assigned purview

Customer Success Operations Analyst (Revenue Operations)

PerformLine

Client Solutions Architect

• Analyze compliance violation data, build simplified dashboards, optimize client rulebooks and provide insight/strategy to client account managers
• Direct new client account creation, establish optimal approach for each account type, and highlight value of software functionality
• Analyze industry-specific data to identify high-level takeaways for marketing content
• Consult with sales department to help scope deal size, answer client questions, and explain the data-driven reasoning behind our proposed strategy

Client Solutions Associate

• Build Tableau dashboards for project KPI monitoring
• Use SQL to pull ad hoc data requests 
• Assist in development/improvement of in-house products
• Analyze data to ensure client needs are met
• Optimize client rulebooks to decrease noise in data and highlight vital information
• Oversee new account creation and organization best suited for client's needs
• Review client documentation to build custom rules in software

Operations Associate

• Write scripts for web browser automation using the company's custom python-based language
• Improve consistency among quality assurance results by building and maintaining Tableau views to indicate trends of productivity
• Utilize SQL and Tableau to identify methods that will increase yield of "Kraken" web discovery process
• Oversee the discovery process identifying compliance violations on unknown web pages
• Track client requests and assist in management of the quality assurance team's workflow

Operations Analyst

• Consulted students on assignments and projects for Quantitative and Qualitative Decision Making MET course 
• Graded and provided detailed feedback for papers, assignments, and online discussions for above MET course 
• Created tutorials for students on excel-based business simulation for final project

Boston University Metropolitan College

Teaching Assistant

• Co-developer of "Introduction to R for Business" online laboratory. Topics include: introductory coding, data exploration, data manipulation, data visualization, basic time series analysis, and basic linear regression. 
• Member of R Statistics task force, aiding incorporation of R into MET analytics courses for Spring 2019 semester.
• Editorial Board Member of the Applied Business Analytics community website development.

Graduate Research Assistant

• Pioneered the process for investigating and quantifying a new category of payment denials
• Designed, created, and implemented a specialized tracking mechanism for new denial category
• Generated summaries of data sets to simplify findings and clearly indicate problematic areas to management
• Educated and lead new team on processes and trends by compiling examples, writing walk-through's, and providing supplemental training
• Investigated origin of denial patterns and communicated findings to appropriate parties
• Applied findings to initiate and improve new problem-solving approaches

Nizhoni Health

Revenue Cycle Analyst

• Analyzed business and auditing operations with Excel
• Presented conclusions through comprehensive charts and break-downs
• Verified and maintained employee records such as payroll, pay raise, and benefit transactions
• Supported the department by attending to clerical duties

Hall's Warehouse Corp.

Human Resources Clerk

• Executed sediment extractions, solid phase extractions, fatty acid methylation, saponification, and sulfur removal to gather data for mangrove restoration project
• Prepared samples for lipid biomarker analyses (MARS6), GC-MSD analyses, elemental analysis, ion chromatogram, isotopic analyses, spectrophotometric analyses, and radioisotope measurements 
• Produced data for carbon burial project by running elemental analysis with Marine Biological Laboratory
• Maintained laboratory hygiene by following protocol and scrutinizing contamination prevention practices

Woods Hole Oceanographic Institution

Research Assistant

• Determined priority replenishments by analyzing stock-out critical low lists generated in Pyxis system
• Addressed Missing Dose requests and re-stock medication on the floor
• Dispensed medication to be distributed efficiently throughout campus, including basic reconstitutions 
• Verified incoming inventory and routinely inspected stock for expired medications
• Targeted recurring stock-outs to prevent further medication regimen disruptions

Sarah (Jayne) Ellner