Eryssia Stegall
Princeton,TX
Overview
9
9
years of professional experience
1
1
Certification
Work History
VOC Data Analyst
Samsung Electronics America
Plano, TX
06.2022 - Current
- Collaborated with the Director of Analytics to design and implement dashboards using Sprinklr, enhancing visibility into key customer experience and sentiment metrics.
- Analyzed Voice of the Customer (VoC) data to identify trends, pain points, and opportunities for product or service improvements.
- Developed and distributed recurring reports and visualizations to commercial and customer experience teams, facilitating data-driven decision-making.
- Translated qualitative and quantitative feedback into structured summaries, supporting customer-centric strategies across departments.
- Worked cross-functionally to ensure reporting aligned with evolving business goals, enhancing the impact and relevance of insights shared with leadership.
QA Data Analyst
Genpact
12.2018 - 04.2022
- Reviewed low-satisfaction (DSAT) customer surveys from phone and chat interactions to pinpoint service breakdowns and performance trends.
- Assessed agent interactions for compliance with quality standards, assigning performance scores to inform coaching and development.
- Compiled evaluation data into structured reports, supporting customer experience improvements and operational alignment.
- Monitored key quality metrics across teams, uncovering insights on root causes, recurring issues, and opportunities for process optimization.
- Presented findings and actionable insights to management and client partners, informing training strategies and driving performance improvement initiatives.
Administrative Assistant
City of Mesquite
Mesquite
10.2016 - 02.2018
- Maintained accurate records of program participation, and financial transactions, ensuring data was up-to-date and audit-ready.
- Provided front-line customer service by answering inquiries, registering participants, and processing payments for recreational programs and memberships.
- Communicated effectively with the public and internal staff to ensure smooth day-to-day operations and high-quality service delivery.
Education
High School Diploma -
West Mesquite High School
01.2015
Skills
- Excel (VLOOKUP, PivotTables, IF)
- Google Sheets
- SharePoint
- Sprinklr
- Brandwatch
- LivePerson
- Dashboards
- Data input tracking
- Structured summaries
- Tableau
- Strong written communication
- Independent focus
- Cross-team collaboration
Certification
SQL Basics - June 2025
Timeline
VOC Data Analyst
Samsung Electronics America
06.2022 - Current
QA Data Analyst
Genpact
12.2018 - 04.2022
Administrative Assistant
City of Mesquite
10.2016 - 02.2018
High School Diploma -
West Mesquite High School
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