Dorian Weston
San Antonio,TX
Summary
Proven leader in service delivery and operational excellence, with a notable tenure at Accenture LLC. Expert in data analysis and client relationship management, I have driven significant improvements in operational effectiveness and client satisfaction. My collaborative leadership style has enhanced team performance and fostered professional development across functions. Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.
Overview
9
9
years of professional experience
Work History
Service Delivery Senior Analyst
Accenture LLC
09.2021 - 08.2023
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Investigated system issues and implemented resolutions to reduce downtime.
- Improved company efficiency with the development of key performance indicators and tracking metrics.
- Played a pivotal role in the successful completion of high-stakes projects by providing crucial analytical support and insights.
- Optimized project management, resulting in timely deliverables and improved client satisfaction rates.
- Conducted in-depth competitor analysis to identify opportunities for growth and expansion within the industry landscape.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
Supervisory Specialist
Marriott International, Inc.
12.2014 - 08.2020
- Created and delivered Loyalty Care training for 220+ associates in the new service delivery model for Marriott International; as well as assisted in streamlining the training for future classes.
- Authored several instructional documents utilized by all the CECs and published in Knowledge Management with emphasis on the loyalty program.
- Operated as a back-up peer coach to support our agents with individualized gap training, such as Empower navigation, application troubleshooting, sale techniques, and active listening.
- Aiding our management team by undertaking additional issues from the escalation queue.
- Recommended to participate on the Case Resolution Team, which assisted in closing over 25,000 cases.
- Volunteered to work on the Property Support Team, assisting hotels with policy, procedures, and certificates
- Supervised a team of 15-20 associates to provide exemplary service to our most loyal guests. In addition to being a supervisor for the Marriott Rewards Pre-Arrival team. Conducted insights sessions to provide coaching and development for associate performance to goal.
- Onboard new Team Facilitators to ensure they are trained on job duties and responsibilities and the technical and service aspects of the job.
Education
High School Diploma -
Tabb High School
Yorktown, VA06.1999
Skills
- Client management
- Client Relationship Management
- Data Analysis
- Performance monitoring
- Report Preparation
- Advanced Excel
- Technical understanding
- Analytics program experience
- Process Improvements
- Business Operations Analysis
- Root Cause Analysis
- Team Collaboration and Leadership
Timeline
Service Delivery Senior Analyst
Accenture LLC
09.2021 - 08.2023
Supervisory Specialist
Marriott International, Inc.
12.2014 - 08.2020
High School Diploma -
Tabb High School
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