Summary
Overview
Work History
Education
Skills
Work Preference
Timeline
Receptionist
ALANNA LAFON

ALANNA LAFON

Data Operations Manager
Powder Springs,GA

Summary

Results-driven Data Operations Manager with a proven history, specializing in optimizing client relationships through advanced data analysis and system integration. Demonstrated expertise in SQL and cross-functional collaboration has resulted in enhanced data processing efficiencies and increased client satisfaction. Committed to applying technical acumen and strategic engagement to foster organizational growth.

Overview

16
16
years of professional experience

Work History

Senior Technical Manager of Data Operations

CoStar
Atlanta, GA
01.2019 - 11.2024
  • Recruited to create a data support team to manage 1000+ data integrations and custom reports.
  • Supervised six Data Analysts, ensuring seamless coordination with clients and teams
  • Developed and documented best practices for efficient system migrations transferred to support
  • Managed day-to-day operations of the IT department, including staffing and budgeting
  • Developed and implemented policies and procedures for efficient use of resources
  • Conducted performance reviews of staff members in order to identify areas needing improvement
  • Researched emerging technologies and best practices in order to make recommendations for improvements
  • Analyzed customer feedback data to identify trends and opportunities for improvement
  • Ensured compliance with applicable regulations concerning security protocols
  • Collaborated with other departments to ensure effective integration of data across the organization
  • Advised on best practices for data management and cybersecurity to protect sensitive information
  • Implemented a culture of continuous learning within the organization by encouraging professional development opportunities and fostering an environment that values curiosity and growth.
  • Developed cross-functional teams for better collaboration, leading to more efficient problem-solving and innovation.
  • Mentored junior technical staff, fostering professional growth and strengthening team capabilities for long-term success.

Senior Data Support Manager

RISKONNECT
Kennesaw, GA
01.2012 - 12.2018
  • Created support team for implementing new data failure management protocols
  • Led and strengthened an international data support team
  • Development of long-term strategies for improving customer service processes
  • Developed departmental goals and standards in line with supporting organization's mission and strategic vision
  • Developed and implemented quality assurance procedures to ensure high levels of customer satisfaction
  • Set up continuous split shift coverage for client data assistance at zero extra cost
  • Managed daily operations of the customer service department, including staffing schedules and resource allocation
  • Monitored customer service performance metrics and identified areas for improvement
  • Facilitated communication between internal departments to ensure efficient problem resolution
  • Maintained accurate records of all customer interactions and transactions
  • Improved internal processes to increase customer response times and employee productivity
  • Resolved customer inquiries and complaints requiring management-level escalation
  • Developed strategies for handling difficult situations encountered during interactions with customers
  • Recruited, hired, trained, coached, evaluated and motivated and personnel
  • Fostered positive and inclusive team culture for support staff
  • Planned and led team meetings to review business results and communicate new and ongoing priorities
  • Delegated work to staff, setting priorities and goals
  • Evaluated employee performance against established objectives and standards
  • Identified opportunities for process improvements within the department
  • Analyzed data to identify opportunities for improving support levels
  • Resolved complex and escalated support issues
  • Reviewed completed work to verify consistency, quality, and conformance
  • Developed data pipelines to ingest and process large datasets
  • Created ETL scripts to move and transform data from various sources into a centralized repository
  • Executed advanced analytics on both structured and unstructured data using SQL/PLSQL
  • Optimized existing queries to improve query performance and reduce the load on the server
  • Provided technical support in troubleshooting issues related to data processing or storage systems
  • Ensured data accuracy through regular testing and validation procedures prior to deployment in production environments
  • Used statistical software to analyze and process large data sets
  • Cleaned and manipulated raw data
  • Developed forward-thinking solutions to expected technical issues.
  • Monitored employee and customer interactions to assess quality of service.
  • Managed daily operations to ensure smooth functioning of the support department.
  • Collaborated with other teams to identify and resolve customer issues quickly and professionally.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Solutions Architect

CS STARS, NOW MARSH CLEARSIGHT LLC
Amarillo, TX
01.2011 - 12.2012
  • Developed technical solutions and strategies for a variety of clients
  • Collaborated with stakeholders to ensure customer requirements were met
  • Identified potential risks associated with projects and developed mitigation plans
  • Ensured compliance with industry standards and security protocols
  • Managed relationships with third party administrators to maintain effective communication throughout project life cycles
  • Documented data architecture designs and changes, ensuring knowledge transfer and system maintainability
  • Used PL/SQL, Data Junction, Access, and SQL Developer to analyze data structures and content
  • Conducted data analysis using SQL derive insights and support decision-making processes
  • Transformed data from various source formats into Oracle tables for integration with CS STARS software
  • Generated multiple reports to maintain data accuracy
  • Developed intricate data extracts for diverse client systems, enabling risk tracking
  • Transformed international outdated provider systems into CS STARS proprietary platform in highly efficient and timely manner
  • Optimized SQL queries and database schemas for performance improvements in data retrieval operations
  • Monitored data systems performance, identifying bottlenecks and implementing solutions to maintain system efficiency.
  • Worked with developers and engineers to realize technological solutions.
  • Maintained current and in-depth understanding of business processes, needs and objectives.

Conversion Programmer

TYLER TECHNOLOGIES
Lubbock, TX
01.2009 - 12.2011
  • Joined the public safety conversion team to streamline the data conversion process, including conducting detailed analyses of complex databases for data conversion use with Tyler public safety software
  • Coordinated with project managers to ensure alignment with client expectations and project timelines
  • Analyzed user requirements associated with data integration into the Tyler software.
  • Identified and remedying potential issues that could result in development delays
  • Created and modified existing database structures to improve system performance
  • Coded, tested and debugged programs in accordance with established standards
  • While supporting multiple client needs, utilized various tools to transform databases, including Visual Basic, SQL, Access, and Data Integrator, prioritizing tasks to ensure that project milestones were met
  • Reduced conversion run times by 50% by shrinking and indexing tables and incorporating an ETL tool

Education

Bachelor of Science (BS) - Information Technology

University of Phoenix

Skills

  • Support Team Development
  • Systems Solutions Implementation
  • Detailed data analysis with complex data integration
  • Client Relationship Management
  • IBM Cast Iron
  • SQL
  • PL/SQL
  • T-SQL
  • SQL Server/SSIS
  • Visual Basic
  • Data Integrator
  • Visual Cron
  • Salesforce
  • Requirements gathering
  • Information security
  • Cross-functional coordination
  • Data analysis
  • Issue resolution/troubleshooting
  • Technical staffing
  • Client relationship building
  • Client needs assessment
  • Performance analysis
  • Best practice design
  • Process automation

Work Preference

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

Important To Me

Work-life balanceCompany CultureFlexible work hoursHealthcare benefitsPersonal development programs401k matchWork from home optionPaid time offTeam Building / Company RetreatsCareer advancement

Timeline

Senior Technical Manager of Data Operations

CoStar
01.2019 - 11.2024

Senior Data Support Manager

RISKONNECT
01.2012 - 12.2018

Solutions Architect

CS STARS, NOW MARSH CLEARSIGHT LLC
01.2011 - 12.2012

Conversion Programmer

TYLER TECHNOLOGIES
01.2009 - 12.2011

Bachelor of Science (BS) - Information Technology

University of Phoenix

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ALANNA LAFONData Operations Manager