Dylan Ivie
Murfreesboro,TN
Summary
Data analytics professional with over 9 years of experience driving operational performance insights within fraud and servicing environments. Advanced proficiency in Snowflake SQL, Tableau, SAS, and Airflow to build automated dashboards, performance KPIs, and deep-dive analyses that improve efficiency, quality, and the end-to-end member experience. Strong track record of partnering with Operations leadership, Data Engineering, Product, and Strategy teams to investigate performance drivers, resolve root-cause issues, and translate complex data into clear, actionable stories. Trusted by senior leaders for delivering reliable, scalable reporting and empowering teams through training, documentation, and data-driven best practices.
Overview
9
9
years of professional experience
Work History
Senior/Lead Data Science Analyst
Discover Financial Services, DFS
05.2022 - Current
- Built and automated operational dashboards in Tableau powered by Snowflake SQL, SAS, and Airflow, giving leadership and frontline managers daily visibility into fraud case SLA performance, aging, workload distribution, and work-item completion.
- Developed performance KPIs including time-to-first-touch, average handling time (AHT), and work-item aging, enabling leaders to coach teams more effectively and improve process consistency.
- Conducted deep-dive variance analysis on referral spikes driven by rule updates and fraud attacks, partnering with strategy owners to confirm root causes and adjust expectations and forecasting models.
- Recommended operational improvements such as updating authentication policy to reduce unnecessary call transfers (estimated savings of ~$1MM annually) and streamline workflows, improving efficiency for frontline teams.
- Created new work-item visibility reports giving managers oversight into queues previously lacking transparency, improving timely handling, quality, and compliance adherence.
- Partnered with Data Engineering, Product, Technology, and Data Science teams to align logic, validate upstream data behavior, and ensure reliable sources for operational performance dashboards.
- Enabled a data-driven culture by training leaders, analysts, and agents on how to interpret dashboards, KPIs, and trends; created Markdown documentation and metric definitions to standardize adoption.
- Presented insights and dashboard walk-throughs to executives and cross-functional stakeholders, translating complex operational data into clear narratives that influenced strategic decisions.
Data Science Analyst
Discover Financial Services, DFS
04.2021 - 05.2022
- Served as SME for Customer Protection Services reporting, streamlining processes and ensuring reliable, actionable insights.
- Consolidated multiple reporting processes, reducing code by 60% while improving accuracy and maintainability.
- Migrated reporting and automation to the cloud, improving reliability, scalability, and long-term efficiency.
Associate Project Manager
Discover Financial Services, DFS
10.2020 - 04.2021
- Built multi-source performance reports for leadership, improving visibility into operations and supporting data-driven decisions.
- Identified and corrected errors in key performance metrics, ensuring executives had accurate data for decision-making.
Business Process Report Coordinator
Discover Financial Services, DFS
10.2018 - 10.2020
- Created executive-level reports that improved tracking of operational and performance metrics for risk/loss prevention.
- Optimized a major call flow process, improving routing accuracy and reducing customer misdirects.
Analyst, Security Compliance
Discover Financial Services, DFS
07.2016 - 10.2018
- Analyzed customer satisfaction survey data, delivering insights that drove process improvements and boosted satisfaction scores.
- Developed MS Access databases to streamline tracking across teams, increasing efficiency and data accuracy.
Education
Bachelor of Science - Business Data Analytics
Arizona State University
01.2019
Skills
- Snowflake SQL (Advanced)
- Tableau Dashboard Development
- SAS Automation
- Airflow Workflow Scheduling
- Operational & Performance Analytics
- KPI Design & Monitoring (AHT, SLA, Aging)
- Variance & Root Cause Analysis
- Executive Reporting & Data Storytelling
- Cross-Functional Partnership (Ops, Product, Eng, DS)
- Process Improvement & Workflow Optimization
- Training & Analytical Enablement
- Governance & Audit Alignment
Recognition And Awards
- President's Award - Company-wide recognition for outstanding contributions
- Pinnacle of Excellence - Awarded for exceptional performance and impact
- Excellence Awards (x2) - Recognized for delivering high-quality solutions and measurable results
Timeline
Senior/Lead Data Science Analyst
Discover Financial Services, DFS
05.2022 - Current
Data Science Analyst
Discover Financial Services, DFS
04.2021 - 05.2022
Associate Project Manager
Discover Financial Services, DFS
10.2020 - 04.2021
Business Process Report Coordinator
Discover Financial Services, DFS
10.2018 - 10.2020
Analyst, Security Compliance
Discover Financial Services, DFS
07.2016 - 10.2018
Bachelor of Science - Business Data Analytics
Arizona State University