Martin Little Resume
Martin Little
SUMMARY
? Over 10 years of experience in IT, Finance, Customer Service, and business experience.
? Over 10 years of experience in Data Analysis. Expertise in analytics and research, combined with business knowledge, to filter, challenge and prioritize for the benefit of overall business.
? Expertise in creating reports monthly using multiple data sources by extracting data from the commission CCRS, Data Warehouse and various billing systems.
? Advanced report development and analytical Experience using various reporting tools including Excel (VLOOKUP, IF, CONCATENATE, etc.)
? Proficient with data visualization applications like Cognos Impromptu 6.0 & 7.0, Splunk, Tableau Etc.,
? Utilized tools such as Microsoft SQL Server and Teradata SQL Assistant to access databases in ODS and the EDW (Enterprise Data Warehouse) to retrieve data sets necessary for analysis.
? Experienced in subjects including distributor channel sales, inventory, transaction processing, contract pricing and incentive compensation
? Conducted proactive analysis of customer and transactional data to identify root cause drivers.
? Developed and automated new product/pricing reporting to deliver in-depth analysis on customer life cycle as it relates to assigned product/pricing
? Performed proactive analytics in support of CIR reduction, e.g., KPI correlations, Speech Analytics projects, and additional requests as necessary, including customer and transactional data.
? Worked with Sales Channels and Cognos Impromptu 6.0 & 7.0.,
? Worked with and on various company systems within GTE, Verizon Wireless and Citi Bank
TECHNICAL SKILLS
? SalesForce
? ServiceNow
? Orion
? Agile Transformation
? SQL (Teradata data warehouse, Oracle, Microsoft)
? Adhoc reporting
? Reddot CMS software.
? MS Products
? All Self-Serve Application I2K
? Witness
? POS System
? IVR system (IVRs)
? ADCs, Cisco Systems Vision
? ACSS
? Crystal, WFM, Net Ace
? PeopleSoft
? STARS, CCRS
? eROES
? Info Manager
EDUCATION
? Bachelor of Arts Degree: Business Administration/Computer Science, Southern Illinois University Carbondale, IL
PROFESSIONAL EXPERIENCE
SunTrust/Truist, Atlanta, GA Apr 2019 – Jul 2020
Business Analyst Data Analytics
? Designed, developed, updated, corrected, and optimized Splunk code needed for metric development, crafting new metrics based on system design and stakeholder input, development, and optimization of advanced analytical solutions in various technical environments
? Provide recommendations on all aspects of targeting, segmentation, lifetime value modeling, network optimization and creating dashboards, responsible for analytical solutions to enable better decisions by leadership.
? Define data requirements and project requests, help solve problems, interpret data, and offer thought leadership and recommendations around specific business use cases, Identify actionable insights, suggest recommendations, and influence the direction of the business by effectively communicating results to marketing and cross functional groups, Identify ways to streamline and automate tasks to enable faster and more efficient decision making
? Collaborate with other team members to implement projects, complete tasks, and fulfill plans to ensure timely and efficient analysis, evaluation, and reporting, prepare written analysis and present findings and recommendations to key network leaders
? Communicate insights from analysis to multiple teams throughout organization
? Collaborate with multiple teams to develop and execute analytic outputs.
Verizon Wireless, Alpharetta, GA Sep 1996 – Jan 2019
Senior Analyst Data Analytics Chat Team
? Design, develop, update, correct, and optimize SQL code needed for metric development, crafting new metrics based on system design and stakeholder input
? Assist with the architecture of data design and import processes to better enable data mining
? Ability to visualize data flows and sequences to enable streamlined report creation
? Learn new systems, technologies, and processes to enable automation, Work and engage with stakeholders, project managers, executive leadership and front line employees to uncover, explain, and resolve issues in the business, work with Tableau, Congo’s, EDW, ODS and other systems, Teamwork, collaboration, the ability to communicate with people of varying technical backgrounds
? Problem solver with ability to drill down and understand root cause of issues and rapidly solve issues
Senior Analyst Data Analytics CIR Team
? Develop and automate new product/pricing reporting, deliver in-depth analysis on customer life cycle as it relates to assigned product/pricing, Tableau Administrator managing job prioritization, local user access, active directory group access, job prioritization
? Delivering interactive visualization that allow non-technical business users to intuitively interact, Partner cross-functionally to lavage channel, customer, marketing, and systemic information, For presenting recommendations and project status updates to the leadership team by formal presentation and documentation
? Use project management skills to handle multiple work assignments simultaneously, worked regularly with appropriate field operations, HQ, vendor, management, and stakeholders.
Consultant – System Consultant Analyst & Projects
? Leverage expertise in analytics and research, combined with business knowledge, to filter, challenge and prioritize for the benefit of overall business. Align analytical work to ensure it yields the greatest returns to the business – seeing analytics as a business enabler.
? Utilize tools such as Microsoft SQL Server and Teradata SQL Assistant to access databases in ODS and the EDW (Enterprise Data Warehouse) to retrieve data sets necessary for analysis. Partner cross-functionally with groups such as GTM, Retail, and Indirect to leverage channel, customer, marketing, and systemic information to bring additional meaning and insights to the customer service metrics / reporting and creating Dashboards.
? For example, but not limited to customer segmentation, Customer Experience metrics, and CIR initiatives. Perform proactive analytics in support of CIR reduction, e.g., KPI correlations, Speech Analytics projects, and additional requests as necessary, including customer and transactional data.
? Proactively identify and recommend areas of focus and opportunity evident from data, business trends, and insights and develop action plans that align to the organizational strategy and drive down CIR.
? Recommend and drive improvements associated with CIR reduction analysis findings.
? Proactively understand, pursue, and measure Call-in-Rate.
? Develop relationships with areas, channel workgroups and leaders to help identify call driver, and CIR reduction opportunities.
? Benchmark and track process performance and financial impact (both current negative impact and future desired savings) including metrics and suggestions for further analysis. Maintain standards and accuracy through use of established metrics, calculations, and reports. Integrates and synthesizes insights from analysis of data.
? Conduct proactive analysis of customer and transactional data to identify root cause drivers. Select critical items that will be addressed with improvement action plans. Develop proposed solutions that can be presented to leadership in a timely manner for consideration. Monitor and measure improvement (productivity and growth) related to implemented improvements. Identify positive trends / results and recommend best practices based upon proven results. Analytics and insights will also support strategic direction and initiatives for National Customer Service.
? Leadership Team, and complement work done with other HQ and cross functional leadership teams. Responsible for presenting recommendations and project status updates to the leadership team. Understand key business driver is specific to the organization.
? Extract the most important information from a call quickly.
? Engage with other departments on their initiatives and goals. Mentor/Coach Analysts in best-practice SA methodology for producing meaningful and actionable results.
? Prioritize high-value projects and decline others. Communicate critical business information to the appropriate contacts concisely and on time.
? Translate data into meaningful and actionable feedback.
? Performance Measures: Use the skills listed above to accomplish key project outcomes:
? Build and revise queries to elicit the most relevant data. Listen to calls and interpret the data accurately. Uncover new initiatives or strategies in need of quantitative support.
Consultant - Precision Analytics and Utilization
? Track finance saving sheet for 13 months on individual projects monthly, prepare PowerPoint deck monthly showing monthly finance saving, development and Management of Technology Metrics, Serve as primary statistician defining identification of opportunities utilizing data, management of data processing resources result generation and analysis to improve initiative success measurements
? Use data to identity trends and efficiency opportunities , develop action plan and recommendations of success, Responsible for all aspects of the development and implementation of statistical modeling and analysis including regression, trend and gap analysis, Design and develop databases that serve as backbone to reports. Ensure data integrity within database and reports. Investigate and resolve errors or inconsistencies in the data sources
? Provide single point of contact for initiative metrics and reporting, Coordinate consistency in metrics across strategic Technology initiatives, Own full development responsibility from inception through implementation, reinforces adoption and utilization of technology metrics initiatives
? Identify and resolve issues that may impact critical deliverables, monitor pre and post deployment measurements of initiatives, partner with project managers and headquarter leadership to communicate performance measures, responsible for highly complex projects, assigns individuals responsibilities as required, interacts with all levels of management, overall technology measurements management, work closely with IT system developers to ensure statistical modeling is not compromised during the implementation of various technology and desktop initiatives, work closely with the HQ marketing and HQ customer service leadership to ensure the projects manage support the overall technology measures of success objectives.
Analyst-Precision Analytics and Utilization
? Report on the percentage self-serve contacts within the IVR retention and utilization, calls deflected to self-serve, measure, track and publish adoption and utilization scorecard monthly, analyze and identify opportunities with Precision Analytics tools, monitoring and side by side, top three self-serve analysis or tracking ACSS, Web and IVR transactions.
? Track project initiative metrics, analysis and usability testing principles, organizational and time management skills, have a strong sense of urgency with being proactive and flexible, using problem-solving, technical and analytical skills, meeting monthly deadlines each month and adapt quickly to last minute changes, work independently with minimal supervision, meeting monthly deliverables on a month basis and effectively consult and communicate with internal teams and teammates
Operation Reporting Analyst BSC
? Interfaces with various departments and acts as a focal point for financial and operational analysis, key performance indicator reporting (KPI); Gathers analysis and prepare daily, weekly, and monthly KPI tracking, analysis and reporting including: service orders, maintenance orders, service level, training, receivables, quality assurance, attrition; Gathering information and reporting request out of the Data Warehouse.
? Develops assumption tables and populate data for preparation of budget; Assists in the development/preparation of business cases to support the funding of specified initiatives; Provides tracking, analysis and reporting of internet activity of appropriate accounts.
Finance Analyst – Fraud
? Run daily report, weekly and month end reports for investigators, distribute daily cases out to investigation team of fraud customers, attend weekly conference calls
? Work as liaison to department manager and work on special projects for the Fraud department and update department website on Reddot CMS. Work in VZW using Impromptu and various Fraud systems, applications, and tools to perform daily jobs and project functions.
Analyst –Commission
? Monitoring and analysis of commission in multi business levels; Interface with management, Finance, and various Departments; work on special management project: create processing manual: Contact and communicated with area Management and Employees monthly
? Ensure timely and accurate payment on commission and bonuses within the framework on the specified contract, Support standardization of Commission Systems and processes.
? Troubleshoot problems with Employee’s commission payout and discrepancies; Maintain the Commission system (CCRS) database and verify information in system; Maintain filling of records for all issues regarding commissions for research and audit purses; work on month end closing deadline monthly.
? Create several reports monthly with the use of Impromptu (Cognos) by extracting data from the commission CCRS, Data Warehouse and various billing systems.
Administrator-Wholesale
? Effectively negotiates multi-market voice and/or data reseller agreements, Managed reseller relationships for initial contract negotiations for implementation and ongoing communication. Assisted Account Manager with contracts and documentation, internal systems and policy changes and ensure appropriate notification and communication to new and existing resellers
? Provide customer with the highest standard of customer service through follow – up contact and consultation to protect and grow market shares.
Martin Little
SUMMARY
? Over 10 years of experience in IT, Finance, Customer Service, and business experience.
? Over 10 years of experience in Data Analysis. Expertise in analytics and research, combined with business knowledge, to filter, challenge and prioritize for the benefit of overall business.
? Expertise in creating reports monthly using multiple data sources by extracting data from the commission CCRS, Data Warehouse and various billing systems.
? Advanced report development and analytical Experience using various reporting tools including Excel (VLOOKUP, IF, CONCATENATE, etc.)
? Proficient with data visualization applications like Cognos Impromptu 6.0 & 7.0, Splunk, Tableau Etc.,
? Utilized tools such as Microsoft SQL Server and Teradata SQL Assistant to access databases in ODS and the EDW (Enterprise Data Warehouse) to retrieve data sets necessary for analysis.
? Experienced in subjects including distributor channel sales, inventory, transaction processing, contract pricing and incentive compensation
? Conducted proactive analysis of customer and transactional data to identify root cause drivers.
? Developed and automated new product/pricing reporting to deliver in-depth analysis on customer life cycle as it relates to assigned product/pricing
? Performed proactive analytics in support of CIR reduction, e.g., KPI correlations, Speech Analytics projects, and additional requests as necessary, including customer and transactional data.
? Worked with Sales Channels and Cognos Impromptu 6.0 & 7.0.,
? Worked with and on various company systems within GTE, Verizon Wireless and Citi Bank
TECHNICAL SKILLS
? SalesForce
? ServiceNow
? Orion
? Agile Transformation
? SQL (Teradata data warehouse, Oracle, Microsoft)
? Adhoc reporting
? Reddot CMS software.
? MS Products
? All Self-Serve Application I2K
? Witness
? POS System
? IVR system (IVRs)
? ADCs, Cisco Systems Vision
? ACSS
? Crystal, WFM, Net Ace
? PeopleSoft
? STARS, CCRS
? eROES
? Info Manager
EDUCATION
? Bachelor of Arts Degree: Business Administration/Computer Science, Southern Illinois University Carbondale, IL
PROFESSIONAL EXPERIENCE
SunTrust/Truist, Atlanta, GA Apr 2019 – Jul 2020
Business Analyst Data Analytics
? Designed, developed, updated, corrected, and optimized Splunk code needed for metric development, crafting new metrics based on system design and stakeholder input, development, and optimization of advanced analytical solutions in various technical environments
? Provide recommendations on all aspects of targeting, segmentation, lifetime value modeling, network optimization and creating dashboards, responsible for analytical solutions to enable better decisions by leadership.
? Define data requirements and project requests, help solve problems, interpret data, and offer thought leadership and recommendations around specific business use cases, Identify actionable insights, suggest recommendations, and influence the direction of the business by effectively communicating results to marketing and cross functional groups, Identify ways to streamline and automate tasks to enable faster and more efficient decision making
? Collaborate with other team members to implement projects, complete tasks, and fulfill plans to ensure timely and efficient analysis, evaluation, and reporting, prepare written analysis and present findings and recommendations to key network leaders
? Communicate insights from analysis to multiple teams throughout organization
? Collaborate with multiple teams to develop and execute analytic outputs.
Verizon Wireless, Alpharetta, GA Sep 1996 – Jan 2019
Senior Analyst Data Analytics Chat Team
? Design, develop, update, correct, and optimize SQL code needed for metric development, crafting new metrics based on system design and stakeholder input
? Assist with the architecture of data design and import processes to better enable data mining
? Ability to visualize data flows and sequences to enable streamlined report creation
? Learn new systems, technologies, and processes to enable automation, Work and engage with stakeholders, project managers, executive leadership and front line employees to uncover, explain, and resolve issues in the business, work with Tableau, Congo’s, EDW, ODS and other systems, Teamwork, collaboration, the ability to communicate with people of varying technical backgrounds
? Problem solver with ability to drill down and understand root cause of issues and rapidly solve issues
Senior Analyst Data Analytics CIR Team
? Develop and automate new product/pricing reporting, deliver in-depth analysis on customer life cycle as it relates to assigned product/pricing, Tableau Administrator managing job prioritization, local user access, active directory group access, job prioritization
? Delivering interactive visualization that allow non-technical business users to intuitively interact, Partner cross-functionally to lavage channel, customer, marketing, and systemic information, For presenting recommendations and project status updates to the leadership team by formal presentation and documentation
? Use project management skills to handle multiple work assignments simultaneously, worked regularly with appropriate field operations, HQ, vendor, management, and stakeholders.
Consultant – System Consultant Analyst & Projects
? Leverage expertise in analytics and research, combined with business knowledge, to filter, challenge and prioritize for the benefit of overall business. Align analytical work to ensure it yields the greatest returns to the business – seeing analytics as a business enabler.
? Utilize tools such as Microsoft SQL Server and Teradata SQL Assistant to access databases in ODS and the EDW (Enterprise Data Warehouse) to retrieve data sets necessary for analysis. Partner cross-functionally with groups such as GTM, Retail, and Indirect to leverage channel, customer, marketing, and systemic information to bring additional meaning and insights to the customer service metrics / reporting and creating Dashboards.
? For example, but not limited to customer segmentation, Customer Experience metrics, and CIR initiatives. Perform proactive analytics in support of CIR reduction, e.g., KPI correlations, Speech Analytics projects, and additional requests as necessary, including customer and transactional data.
? Proactively identify and recommend areas of focus and opportunity evident from data, business trends, and insights and develop action plans that align to the organizational strategy and drive down CIR.
? Recommend and drive improvements associated with CIR reduction analysis findings.
? Proactively understand, pursue, and measure Call-in-Rate.
? Develop relationships with areas, channel workgroups and leaders to help identify call driver, and CIR reduction opportunities.
? Benchmark and track process performance and financial impact (both current negative impact and future desired savings) including metrics and suggestions for further analysis. Maintain standards and accuracy through use of established metrics, calculations, and reports. Integrates and synthesizes insights from analysis of data.
? Conduct proactive analysis of customer and transactional data to identify root cause drivers. Select critical items that will be addressed with improvement action plans. Develop proposed solutions that can be presented to leadership in a timely manner for consideration. Monitor and measure improvement (productivity and growth) related to implemented improvements. Identify positive trends / results and recommend best practices based upon proven results. Analytics and insights will also support strategic direction and initiatives for National Customer Service.
? Leadership Team, and complement work done with other HQ and cross functional leadership teams. Responsible for presenting recommendations and project status updates to the leadership team. Understand key business driver is specific to the organization.
? Extract the most important information from a call quickly.
? Engage with other departments on their initiatives and goals. Mentor/Coach Analysts in best-practice SA methodology for producing meaningful and actionable results.
? Prioritize high-value projects and decline others. Communicate critical business information to the appropriate contacts concisely and on time.
? Translate data into meaningful and actionable feedback.
? Performance Measures: Use the skills listed above to accomplish key project outcomes:
? Build and revise queries to elicit the most relevant data. Listen to calls and interpret the data accurately. Uncover new initiatives or strategies in need of quantitative support.
Consultant - Precision Analytics and Utilization
? Track finance saving sheet for 13 months on individual projects monthly, prepare PowerPoint deck monthly showing monthly finance saving, development and Management of Technology Metrics, Serve as primary statistician defining identification of opportunities utilizing data, management of data processing resources result generation and analysis to improve initiative success measurements
? Use data to identity trends and efficiency opportunities , develop action plan and recommendations of success, Responsible for all aspects of the development and implementation of statistical modeling and analysis including regression, trend and gap analysis, Design and develop databases that serve as backbone to reports. Ensure data integrity within database and reports. Investigate and resolve errors or inconsistencies in the data sources
? Provide single point of contact for initiative metrics and reporting, Coordinate consistency in metrics across strategic Technology initiatives, Own full development responsibility from inception through implementation, reinforces adoption and utilization of technology metrics initiatives
? Identify and resolve issues that may impact critical deliverables, monitor pre and post deployment measurements of initiatives, partner with project managers and headquarter leadership to communicate performance measures, responsible for highly complex projects, assigns individuals responsibilities as required, interacts with all levels of management, overall technology measurements management, work closely with IT system developers to ensure statistical modeling is not compromised during the implementation of various technology and desktop initiatives, work closely with the HQ marketing and HQ customer service leadership to ensure the projects manage support the overall technology measures of success objectives.
Analyst-Precision Analytics and Utilization
? Report on the percentage self-serve contacts within the IVR retention and utilization, calls deflected to self-serve, measure, track and publish adoption and utilization scorecard monthly, analyze and identify opportunities with Precision Analytics tools, monitoring and side by side, top three self-serve analysis or tracking ACSS, Web and IVR transactions.
? Track project initiative metrics, analysis and usability testing principles, organizational and time management skills, have a strong sense of urgency with being proactive and flexible, using problem-solving, technical and analytical skills, meeting monthly deadlines each month and adapt quickly to last minute changes, work independently with minimal supervision, meeting monthly deliverables on a month basis and effectively consult and communicate with internal teams and teammates
Operation Reporting Analyst BSC
? Interfaces with various departments and acts as a focal point for financial and operational analysis, key performance indicator reporting (KPI); Gathers analysis and prepare daily, weekly, and monthly KPI tracking, analysis and reporting including: service orders, maintenance orders, service level, training, receivables, quality assurance, attrition; Gathering information and reporting request out of the Data Warehouse.
? Develops assumption tables and populate data for preparation of budget; Assists in the development/preparation of business cases to support the funding of specified initiatives; Provides tracking, analysis and reporting of internet activity of appropriate accounts.
Finance Analyst – Fraud
? Run daily report, weekly and month end reports for investigators, distribute daily cases out to investigation team of fraud customers, attend weekly conference calls
? Work as liaison to department manager and work on special projects for the Fraud department and update department website on Reddot CMS. Work in VZW using Impromptu and various Fraud systems, applications, and tools to perform daily jobs and project functions.
Analyst –Commission
? Monitoring and analysis of commission in multi business levels; Interface with management, Finance, and various Departments; work on special management project: create processing manual: Contact and communicated with area Management and Employees monthly
? Ensure timely and accurate payment on commission and bonuses within the framework on the specified contract, Support standardization of Commission Systems and processes.
? Troubleshoot problems with Employee’s commission payout and discrepancies; Maintain the Commission system (CCRS) database and verify information in system; Maintain filling of records for all issues regarding commissions for research and audit purses; work on month end closing deadline monthly.
? Create several reports monthly with the use of Impromptu (Cognos) by extracting data from the commission CCRS, Data Warehouse and various billing systems.
Administrator-Wholesale
? Effectively negotiates multi-market voice and/or data reseller agreements, Managed reseller relationships for initial contract negotiations for implementation and ongoing communication. Assisted Account Manager with contracts and documentation, internal systems and policy changes and ensure appropriate notification and communication to new and existing resellers
? Provide customer with the highest standard of customer service through follow – up contact and consultation to protect and grow market shares.