Jessica Confessore
West Haven,CT
Summary
Results-driven Senior Business Analyst at Charter Spectrum with expertise in data analysis and business process improvement. Proven track record in enhancing project efficiency and mentoring teams. Skilled in SQL and effective communication, successfully aligning project deliverables with business objectives while fostering collaboration across departments.
Overview
13
13
years of professional experience
Work History
Senior Business Analyst
Charter Spectrum
03.2018 - Current
- Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Improved project efficiency by analyzing business processes and identifying areas for improvement.
- Supported leadership team with reporting, analysis, and business presentations.
- Updated and developed scripts and queries to extract and analyze data from multiple sources.
- Provided technical support for troubleshooting analytics and reporting issues.
- Conducted gap analyses to identify discrepancies between current and desired states, leading to actionable recommendations.
- Generated ad-hoc reports to evaluate specific business requirements.
- Mentored junior analysts on best practices for business analysis techniques, fostering professional growth within the team.
- Led process mapping initiatives, resulting in optimized workflows and reduced redundancies across departments.
- Performed risk assessments on potential projects to determine feasibility and viability before moving forward with implementation plans.
Retention Supervisor
Charter Spectrum
04.2012 - 02.2018
- Developed strong relationships with customers, understanding their needs and providing tailored solutions for maximum satisfaction.
- Increased customer retention rates by developing and implementing effective retention strategies.
- Responsible for leading a high performance Sales-Focused Retention team.
- Managed, coached, and developed high performance Sales-Focused Retention agents.
- Monitored daily statistics and customer interactions to develop representatives to optimum performance.
- Successfully managed the production of center wide events and sales incentives.
- Active Contributing member of the team that developed the Retention Team’s attendance tracker. Maintained the trackers during shift bid to ensure data would not be lost.
- Created and maintained the report detailing the flags assigned to each agent in the center by our QA department.
Education
Associate of Arts -
Midlands Technical College
West Columbia, SCSkills
- Data analysis and mapping expertise
- Product development and management
- Business process improvement
- Quality assurance and Internal auditing
- Requirements gathering
- Team collaboration
- Microsoft Office Suite
- SQL proficiency
- Problem-solving
- Analytical thinking
- Verbal and written communication
Timeline
Senior Business Analyst
Charter Spectrum
03.2018 - Current
Retention Supervisor
Charter Spectrum
04.2012 - 02.2018
Associate of Arts -
Midlands Technical College
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