Summary
Overview
Work History
Education
Skills
Technical Skills
Affiliations
Timeline
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EMILY HOLDERNESS

San Francisco,CA

Summary

Experienced in managing workflows and optimizing team performance to enhance client satisfaction in fast-paced environments. Developed a training program to improve analyst efficiency, and streamlined communication processes that resulted in a substantial decrease in turnaround time. Conducted comprehensive analyses of customer feedback to create resolution playbooks that addressed recurring issues, contributing to a more efficient support system. Leveraged data visualization tools to track performance metrics, ensuring data-driven decision-making to benefit high-impact clients.

Overview

2
2
years of professional experience

Work History

Operations Lead, California Controller Team

Grant Street Group
San Francisco, CA
10.2024 - Current
  • Managed team of 7 analysts to support high-impact government clients across San Francisco and San Mateo Counties.
  • Streamlined testing and communication workflows, reducing turnaround time by 50%.
  • Served as primary contact for client feedback and bug escalations, ensuring rapid response.
  • Designed training program that accelerated analyst ramp-up time by 20%, enhancing team efficiency.
  • Developed key performance metrics and dashboards which enabled management decision making based on real-time data.

Business Analyst

Grant Street Group
San Francisco, CA
07.2023 - 09.2024
  • Conducted in-depth analysis of 1,000+ Sentry logs to identify customer pain points.
  • Developed resolution playbook addressing 70% of recurring issues, significantly reducing support volume.
  • Facilitated 10+ stakeholder engagement sessions to align client goals with actionable product enhancements.
  • Utilized R and SQL to validate workflows, ensuring accurate tax distribution while decreasing manual errors by 40%.
  • Led feature development based on customer insights, delivering four functionalities that reduced user workflow time by 75%.
  • Managed year-end transfers of 10,000+ properties across three fiscal cycles without disruptions.
  • Created dashboards in Tableau and tracked bug trends using JIRA to enhance product quality.
  • Assisted in developing training materials for internal staff on new products or services.

Education

Bachelor of Science - Mathematics

Rhodes College
Memphis, TN

Skills

  • SQL and Python
  • Data visualization
  • Project management
  • Training program design

Technical Skills

SQL, Python, Tableau, R, ETL Pipelines, Data Modeling, A/B Testing, Content Marketing, UX Research, Adobe Creative Cloud, 5 Marathons, College Tennis (D3)

Affiliations

  • Six marathons
  • Two Ultras

Timeline

Operations Lead, California Controller Team

Grant Street Group
10.2024 - Current

Business Analyst

Grant Street Group
07.2023 - 09.2024

Bachelor of Science - Mathematics

Rhodes College

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EMILY HOLDERNESS