Hendeh Makor
Fort Worth,TX
Summary
Results-driven Business Analyst with over 4 years of experience in customer operations, case management, and data analysis. Proven track record of leveraging quantitative and qualitative data to identify trends, operational inefficiencies, and performance gaps. Skilled in developing actionable insights from complex datasets to drive process improvements and enhance customer experience. Experienced in collaborating with cross-functional teams to monitor, track, and resolve customer cases while ensuring SLA compliance and regulatory requirements. Adept at creating executive-level dashboards and reports that translate data into strategic business recommendations.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Business Analyst
TEXAS HEALTH RESOURCES
Southlake, USA
08.2022 - Current
- Lead the oversight of end-to-end patient case management lifecycle, resulting in a 32% improvement in case resolution time and 97% SLA compliance rate across the Behavioral Health department
- Develop and maintain comprehensive KPI dashboards using Tableau that provide executive-level insights into operational performance, customer satisfaction, and compliance metrics
- Conduct weekly analysis of aged cases and perform root cause analysis on escalations, implementing process improvements that reduced recurring issues by 45% within 6 months
- Partner with Workforce Management team to optimize case assignment and workload distribution, resulting in a 28% increase in agent productivity and balanced queue management
- Mentor junior analysts in data interpretation and visualization best practices, leading to standardized reporting methodologies adopted across three departments
- Collaborate with cross-functional stakeholders to implement process enhancements that reduced manual work by 35% while improving data accuracy by 27%
Business Analyst
FIDELITY INVESTMENTS
Remote
07.2020 - 04.2022
- Analyzed customer service operations data using SQL and Excel to identify trends and operational gaps, providing actionable recommendations that improved first-call resolution rates by 18%
- Created and maintained weekly executive summaries and operational performance reports for leadership, translating complex data into strategic insights
- Monitored SLA compliance across customer service queues, implementing proactive alert systems that reduced SLA breaches by 40% in the first quarter
- Collaborated with Quality Assurance and Training teams to develop performance improvement plans based on data analysis, resulting in a 25% reduction in customer escalations
- Led the development of custom Power BI dashboards to track key metrics related to case handling efficiency, resolution time, and customer satisfaction scores
- Supported the implementation of new CRM features by defining business requirements and conducting user acceptance testing, ensuring seamless adoption across the organization
Operations Analyst
CVS
Dallas, USA
06.2017 - 07.2020
- Monitored and analyzed key performance metrics for pharmacy operations across 25 regional locations, identifying efficiency opportunities that increased prescription fill rates by 15%
- Created daily and weekly operational reports using Excel and SQL, providing management with actionable insights on customer wait times, prescription accuracy, and staff productivity
- Conducted root cause analysis on customer complaints and service delays, implementing process improvements that reduced customer wait times by 22%
- Collaborated with store managers to optimize workflow processes and staffing allocation based on data analysis, resulting in improved customer satisfaction scores by 30%
- Developed and maintained tracking systems to ensure compliance with regulatory requirements and corporate policies across all pharmacy operations
- Provided analytical support for quarterly business reviews, translating operational data into executive presentations that informed strategic decision-making
Customer Service Team Lead
HOUK AIR CONDITIONING
Arlington, USA
03.2015 - 05.2017
- Managed a customer service team of 8 representatives, monitoring performance metrics and implementing coaching strategies that improved customer satisfaction ratings by 28%
- Analyzed call volume data and customer interaction patterns to optimize scheduling and resource allocation, reducing average response time by 35%
- Created and maintained performance dashboards using Excel to track KPIs including first-call resolution, customer satisfaction, and service delivery times
- Implemented new case management procedures that improved service ticket documentation and follow-up processes, resulting in 42% fewer repeat customer calls
- Collaborated with operations and technical teams to resolve escalated customer issues, maintaining a 98% resolution rate within established SLA timeframes
Customer Operations Specialist
DIALOG DIRECT
Fort Worth, USA
06.2012 - 02.2015
- Managed complex customer inquiries and case resolution for a major financial services client, consistently maintaining a 96% customer satisfaction rating and 92% first-call resolution rate
- Utilized CRM systems to track, document, and resolve customer cases, ensuring accurate data entry and compliance with company policies and regulatory requirements
- Analyzed customer interaction data to identify recurring issues, developing process documentation that reduced handling time by 25% and improved consistency across the team
- Collaborated with Quality Assurance team to implement performance standards that were adopted company-wide, resulting in standardized service delivery across all client accounts
- Created daily performance reports using Excel to track individual and team metrics, providing actionable insights that improved overall departmental efficiency by 30%
- Participated in cross-functional process improvement initiatives, documenting customer pain points and recommending solutions that enhanced the customer journey
- Mentored new team members on case management best practices and system utilization, reducing onboarding time by 40% and improving data accuracy by 35%
- Recognized as a subject matter expert (SME) for complex customer scenarios, handling escalated cases that required in-depth knowledge of products, services, and regulatory guidelines
- Developed and maintained comprehensive case management documentation and standard operating procedures that improved consistency and reduced error rates by 45% across the department
Education
MBA - Business Administration And Management
Texas Woman's University
Denton, TX12-2025
Bachelor of Business Administration (BBA) - Business Analytics
Texas Woman's University
Denton, TX01-2021
Skills
- Excel Advanced
- SQL
- Tableau
- Power BI
- Sigma Computing
- Data Analysis
- KPI Reporting
- SLA Compliance
- Case Management
- CRM Systems
- Salesforce
- Root Cause Analysis
- Process Improvement
- Business Intelligence
- Customer Operations
- Dashboard Development
- Operational Metrics
- Cross-functional Collaboration
- Workflow Optimization
- Regulatory Compliance
- Financial Operations
- Vendor Management
- Customer relationship management
- Process improvement
- Business intelligence
- Data analysis
- Team collaboration
- KPI tracking
Certification
- PSM (Professional Scrum Master)
- CSM (Certified Scrum Master)
- PMP (Project Management Professional)
Timeline
Senior Business Analyst
TEXAS HEALTH RESOURCES
08.2022 - Current
Business Analyst
FIDELITY INVESTMENTS
07.2020 - 04.2022
Operations Analyst
CVS
06.2017 - 07.2020
Customer Service Team Lead
HOUK AIR CONDITIONING
03.2015 - 05.2017
Customer Operations Specialist
DIALOG DIRECT
06.2012 - 02.2015
MBA - Business Administration And Management
Texas Woman's University
Bachelor of Business Administration (BBA) - Business Analytics
Texas Woman's University
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