Summary
Overview
Work History
Education
Skills
Certification
Timeline
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SriVani MacPhee

Fort Worth,TX

Summary

Detail-oriented Business Analyst with 3+ years of experience conducting analysis and research to come up with solutions to common business problems. Polished in formulating business improvement strategies, reports, and overseeing new technology and system implementation. Commercially-aware professional with in-depth knowledge of Microsoft Power BI and project management techniques, Agile, and Digital Transformation.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Business Intelligence Analyst

DataBank
Plano, TX
04.2021 - 01.2024
  • Created interactive dashboards and visualizations using Microsoft Power BI to communicate data insights and key performance indicators (KPIs) to stakeholders.
  • Collaborated with quality, risk management and other teams to identify process improvement opportunities based on in-depth BI reviews.
  • Generated daily, monthly and annual reports to address short- or long-term business intelligence reports.
  • Participated in daily stand-up meetings, sprint planning sessions, and retrospectives to ensure team alignment and collaboration
  • Synthesized current business intelligence or trend data to support recommendations for action.
  • Compiled data from Salesforce in order to build reports
  • Maintained or updated business intelligence tools, databases or dashboards.
  • Provided technical support for existing reports, dashboards or other tools.
  • Analyzed and tracked data to prepare forecasts and identify trends.
  • Identified needs of customers promptly and efficiently.
  • Analyzed business requirements into technical requirements for reporting and visualizations, data models and databases.
  • Summarized conclusions of business intelligence analyses and presented findings at executive meetings.
  • Conducted data analysis, profiling and quality assessment to maintain integrity of business data.
  • Helped resolve issues with data analytics and visual representation to deliver relevant insights to senior business leaders.
  • Prepared briefs and intelligence presentations and disseminated to appropriate stakeholders.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Understood and followed oral and written directions.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Mortgage Specialist

JP Morgan Chase
Lewisville , Texas
06.2020 - 03.2021
  • Wrote and disbursed mortgage payoff letters.
  • Confirmed clients made mortgage payments on time as per signed agreements by reviewing records.
  • Defined repayment terms to consumers and educated on default consequences.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Delivered service and support to each customer, paving way for future business opportunities.
  • Created and implemented process improvements to reduce workloads and bolster callback efficiency.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Documented conversations with customers to track requests, problems and solutions.
  • Reviewed account and service histories to identify trends and issues.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.

Customer Service Representative: Billing

Spectrum
Vancouver, Washington
04.2018 - 05.2019
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
  • Documented customer customer inquiries and feedback, including service delivery suggestions, in company database.
  • Prepared, completed and processed customer account forms and database changes.
  • Prepared and sold broad range of customized services to individuals and commercial accounts.
  • Worked with external account and technical representatives to address customer needs.
  • Delivered high level of service and support to each customer, paving way for future business opportunities
  • Improved service quality and increased sales by developing strong knowledge of company's products and services.
  • Created and implemented process improvements to reduce workloads and bolster callback efficiency.
  • Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
  • Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
  • Collected customer feedback and recommended procedural or product changes to enhance future service delivery.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Increased customer satisfaction by clarifying needs, identifying options and recommending products and services.

Education

Bachelor of Arts - Mass Communications and Journalism

Villa Marie College
2012

Skills

  • Agile Methodology
  • Scrum Framework
  • Microsoft Power BI
  • SSRS, SSIS, SSAS
  • Epicor
  • Application Support
  • Industry Report Reading
  • Business Analysis
  • Salesforce
  • Business Intelligence Systems
  • Requirements Gathering
  • Project Management
  • Digital Transformation
  • Data Compiling
  • Forecasting and Planning
  • Document Library Maintenance
  • Decision Making
  • Report Generation
  • Executive-Level Presentations
  • Customer Communication
  • Strong organizational skills
  • Time Management
  • Ability to prioritize
  • Active listening skills
  • Energetic work attitude
  • Team leader
  • Microsoft Office expertise
  • Process improvements

Certification

  • Microsoft Certified: Power BI Data Analyst Associate

Timeline

Business Intelligence Analyst

DataBank
04.2021 - 01.2024

Mortgage Specialist

JP Morgan Chase
06.2020 - 03.2021

Customer Service Representative: Billing

Spectrum
04.2018 - 05.2019

Bachelor of Arts - Mass Communications and Journalism

Villa Marie College

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SriVani MacPhee