Summary
Overview
Work History
Education
Skills
Timeline
Generic

Heather James

Kathleen,GA

Summary

Highly motivated, detail-focused Data Analyst with knowledge in data reporting, process validation and business needs analysis. Proven to understand customer requirements and translate into actionable project plans. Dedicated and hard-working with passion for data.

Overview

15
15
years of professional experience

Work History

Planning and Research Analyst II

GEICO
03.2021 - Current
  • Rated 4.8 out of 5, ranking #1 within team
  • Led projects and planning to improve processes and optimize results.
  • Analyzed large volume of data to identify patterns, trends and correlations.
  • Prepared detailed reports summarizing research findings and recommendations for further action.
  • Created visualizations to present research data and findings to stakeholders.
  • Tracked key metrics and developed spreadsheets and data models.

Senior Workforce Coordinator

GEICO
05.2017 - 03.2021
  • Forecasted call volumes consistently within 5% of actual volumes based on business seasonality and other contributing factors.
  • Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
  • Prepared and maintained reports, dashboards and monthly packages.
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Improved office efficiency by effectively managing internal communications and correspondence.
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Optimized schedules, forecasts and other tools to present to management.

Salvage Compliance Auditor

GEICO
12.2015 - 05.2017
  • Reviewed processes to verify compliance within company and state requirements for proper claims handling.
  • Performed over 4,000 compliance audits per month.
  • Analyzed all audit results and resolved all compliance issues.
  • Developed new procedures and processes to improve compliance and efficiency.
  • Managed any ad-hoc requests and emails from stakeholders.
  • Responsible for issuing payments to vendors to maintain active memberships for departmental needs.

Salvage Representative

GEICO
06.2010 - 12.2015
  • Top rated phone agent who consistently maintained closure over 100% and average pending under 60 days.
  • 100% in performance evaluations for customer interaction, quality and file handling audits.
  • Obtained state specific paperwork and issued payments for disposal of customer vehicle.
  • Responsible for finding alternative ways to process title paperwork when customers and/or lien holders would not cooperate.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.

Glass Claims Representative

GEICO
04.2009 - 06.2010
  • Top rated agent in customer service and quality.
  • Worked productively in fast-moving work environment to process large volumes of claims.
  • Followed up with customers on unresolved issues.
  • Analyzed and addressed escalated claims to resolve issues quickly.

Education

Some College (No Degree) - Business Administration And Management

Georgia Military College
Warner Robins, GA

Skills

  • Lean Sigma Six Yellow Belt
  • Data Analytics
  • Data Reporting and Visualization
  • Critical Thinking and Problem solving
  • Advanced in Excel and Power BI
  • Beginner in SQL
  • Communication
  • Leadership

Timeline

Planning and Research Analyst II

GEICO
03.2021 - Current

Senior Workforce Coordinator

GEICO
05.2017 - 03.2021

Salvage Compliance Auditor

GEICO
12.2015 - 05.2017

Salvage Representative

GEICO
06.2010 - 12.2015

Glass Claims Representative

GEICO
04.2009 - 06.2010

Some College (No Degree) - Business Administration And Management

Georgia Military College

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Heather James