Freneka Smalls

Strategy & Business Analysis Team

• Virtually managed and mentored a team of 3 business analysts
• Enhanced stakeholder engagement through effective communication of complex data and insights.
• Developed complex dashboard and reporting tools to track business performance metrics.
• Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
• Improved business direction by prioritizing customers and implementing changes based on collected feedback.
• Proficient in documenting best practices and Standard Operating Procedures enabling business continuity and process improvement
• Effectively supervised team performance by implementing measurable metrics to assess delivery of requirements.

• Strong communicator during customer interviews to understand business needs and user requirements.
• Researched and identified solutions to technical problems.
• Conducted computer diagnostics to investigate and resolve problems and provide technical assistance and support.
• Troubleshot technical issues, providing timely solutions and minimizing downtime for staff members.
• Developed training materials and procedures and trained users in proper use of hardware and software.
• Proficient in conducting data sanity checks to ensure data integrity.

• Scheduled and coordinated training sessions, including booking facilities and arranging catering.
• Managed relationships with external vendors and partners, securing cost-effective solutions that met organizational needs.
• Served as a subject matter expert on various topics, ensuring accurate and up-to-date information was conveyed during training sessions.
• Conducted regular reviews of training materials and resources, making updates as needed to maintain relevance and accuracy.
• Coordinated logistics for large-scale events such as conferences or seminars, ensuring smooth execution from start to finish.
• Mentored junior team members in best practices for effective training coordination and facilitation techniques.

• Organized meetings for executives and coordinated availability of conference rooms for participants.
• Interceded between employees during arguments and diffused tense situations.
• Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
• Facilitated cross-functional initiatives between teams for improved coordination in addressing complex customer needs.
• Monitored call center data to assess trends, proactively implementing solutions for identified issues.
• Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
• Researched and corrected customer concerns to promote company loyalty.