ALEX MAKENGA

Interacted with internal WFM team management, operation team and business clients (Leadership team) for daily, monthly, quarterly, yearly KPI

• Worked on data gathering, data forecasting and scheduling for call center based on trending historical data
• Designed and developed various analytical reports from multiple data sources by blending data using Microsoft excel
• Utilize database, used SQL, and extensively used Excel sheets to collect, organize, and analyze data using pivot table and chats
• Extracted call center data and created data reports/tools using modified SQL statement for data analytics purpose for WFM team
• Helped other members of WFM team to create auto data feed from backend database and support them to maintain those tools and files as required
• Involved in training and providing on virtual support to call center associates Leads and Management for utilizing and managing schedules in Genesis and SharePoint forms and schedule jobs in DCCM
• Maintained Nurse line associates (Nurses and CCRs) profile and phone skills in DCCM and Geneses
• Keep track of nurse line staffing and hiring model and created yearly monthly and weekly staffing projections based on call forecast to support program to achieve their KPI
• Analyzed complex datasets to identify trends and insights for informed decision-making.

• Worked in International student Office department at Glen Allen campus
• Provided assistance and support to international students for admission process and other services
• Maintained and updated student’s records and other documents electronically within the college (Banner) system
• Created various reports and spread sheets using MS Excel to keep track of international students records and status updates

• Interacted with Business Stakeholders and SME to gather business requirements and then translate them to technical specifications and performed impact analysis
• Created of dashboards with Custom Charts based on the client’s requirement
• Designed and developed various analytical reports from multiple data sources by blending data on a single Worksheet in Tableau Desktop
• Analysis of functional and non-functional categorized data elements for data profiling and mapping from source to target data environment
• Defined data migration requirements, gathering, validating, and documenting data requirements
• Designed and developed database models for the operational data store, data warehouse, and federated databases to support client enterprise Information Management Strategy
• Utilize database, used SQL and Excel sheets to collect, organize, and analyze data
• Designed and Developed Complex Active reports and Dashboards with different data visualizations using Tableau desktop on clinical data
• Client: TRI Pharma, India Gurgaon (Data Analyst) Sept’17 – Mar’18

• Worked on various projects on different platform such as e-commerce websites, web applications and mobile applications within retail domain and other CRM applications
• Communicated and conducted JAD session with business partners and different (Onshore/ offshore) stakeholder for gathering and understanding project requirements
• Used JIRA for Sprint storing creating, managing, and tracking all defects & issues
• Participated in Sprint Planning meeting, Sprint Retrospective meeting for each 4-week sprint iteration
• Created Data crosswalk document as per specifications
• Experience working on programming language as c++, Java
• Wrote basic SQL queries to extract and analyze data
• Well versed with conducting GAP analysis to evaluate the As-is system and To-be system
• Involved in delivering requirements to development team and worked with developers during design phase to meet the business needs and with QA team for end result