Keeley Hay-Moran
Colfax,WA
Summary
Versatile professional with a strong background in customer service, collegiate athletics, office administration, managerial roles, and data analysis. Known for being personable, inquisitive, passionate, creative, and resolute. Adept at problem-solving and committed to delivering results.
Overview
10
10
years of professional experience
Work History
Business Intelligence Analyst
Pac-12 Networks
10.2021 - Current
- Managing analyst for six out of twelve schools, partnering with the school athletic departments to establish foundational dashboards and reporting
- Perform a dual role by simultaneously contributing to stakeholder tasks, collecting requirements and communicating data needs, while actively participating in data engineering tasks to ensure data accuracy, quality, and accessibility
- Engage proactively with business stakeholders to grasp their requirements and suggest appropriate data visualization solutions, tailored to specific needs, context, and user groups
- Proficiently manage concurrent data projects for 4-6 different schools, swiftly shifting focus between diverse datasets, analytical tools, and stakeholder requirements to meet dynamic business needs, showcasing strong adaptability and efficiency
- Provide focused training to school users on how to effectively consume data from dashboards within Domo, enhancing their ability to extract insights and make informed decisions
- Achieved the successful onboarding and launch of analytics at one school and expanded analytics to encompass diverse units in multiple other schools
- Leverage SQL to develop complex datasets or views in Amazon Athena and within Domo, enabling the creation of data visualizations and comprehensive reports, while actively contributing to ETL processes that yielded valuable insights and reports
- Utilize Github/Git for version control throughout the submission and management of analytical jobs, ensuring streamlined and efficient workflows.
Data & Reporting Analyst
Washington State University Athletics
07.2019 - 10.2021
- First Data & Reporting Analyst at Washington State University Athletics
- Played a pivotal role in the establishment and ongoing maintenance of WSU’s ETL pipeline, laying the foundation for data accuracy, reliability, and accessibility
- Created interactive dashboards and data visualizations across multiple business intelligence platforms, such as Domo, Pac Analytics, and Salesforce
- Collaborated with and supported development, marketing, sponsorship, finance, ticket sales and operations, to identify and implement actionable data-driven business solutions addressing specific departmental needs and processes
- Strategically oversaw and prioritized data, reporting, and business intelligence requests for all athletic units, ensuring streamlined data management and optimized decision-support resources
- Spearheaded the creation and troubleshooting of financial reports, notably complex live Excel settlement reports, meticulously designed to track millions of dollars in revenue down to the penny, facilitating cash deposits and bank reconciliations
- Developed department-specific webpages using HTML/CSS, and regularly maintained and updated web content to meet evolving requirements
- Crafted and executed tailored email marketing campaigns through Adobe Campaign, ensuring content was strategically delivered to precisely segmented audiences, maximizing engagement and impact
- Introduced and rolled out revenue tracking protocols using came from codes, providing colleagues with an effective method to discern the sources of revenue, including web, email marketing, social media, text messaging, webchat, and personal email.
- Major Accomplishments
- January 2020 Teammate of the Month
- Appointed as the initial point of contact for the athletic department in working with Domo, and served as a liaison with the Pac-12 Networks Fan Data team.
- 2020 Pac-12 Conference Symposium Presenter - Event Specific Dashboard Creation
- Optimized revenue reporting by developing real-time Excel settlement reports tailored for cash deposits and bank reconciliations, streamlining the process for greater efficiency.
- Established a streamlined invoice creation and tracking system that fully complied with auditing standards and requirements.
- Created the COVID-19 Processing Procedures for the 2020 Football season and effectively led the account processing project, ensuring it adhered to the required timelines.
Ticket Operations Specialist
Washington State University Athletics
08.2016 - 07.2019
- Assumed full responsibility for the comprehensive management of student ticket operations, including the oversight of student gate operations during high-attendance events like football game days and major athletic events, as well as managing all aspects of volleyball and baseball ticket operations
- Maintained student database records to ensure ticketing system reflects accuracy of each record holder, including uploads, season sport pass setup, and student fee tracking
- Oversaw the supervision and training of student interns and student customer service associates
- Provided dedicated support to patrons, donors, and high-profile athletics contributors by addressing inquiries, concerns, and facilitating ticket purchases and gift processing through various channels, including in-person, email, telephone, and webchat interactions
- Assumed a leadership role in overseeing and guiding in comprehensive general office projects, which included the meticulous handling of season, single-game, and postseason ticket stuffing, packaging, and timely delivery.
Ticket Operations Intern
01.2016 - 08.2016
- Directed and managed a wide range of responsibilities, encompassing programing, season setup, sales, and game day operations, within the realm of baseball ticket operations, maintaining a seamless and efficient ticketing process
- Served as the primary point of contact for student customer service associates and the sales team, providing guidance and resolutions for any questions or issues, ensuring smooth operations and customer satisfaction
- Demonstrated strong leadership qualities through the supervision, training, and effective management of a team of student customer service associates.
Ticket Sales & Service Intern
University of Idaho Athletics
06.2015 - 01.2016
- Operated the NeuLion point-of-sale ticketing system for daily sales, provided assistance to patrons and donors through multiple communication channels, and upheld a consistent standard of outstanding customer service
- Provided extensive help with administrative tasks and supported the general ticket office in various aspects of its operations
- Assisted with revenue generation through renewal and cold calls for ticketed sports
- Supported game day operations for football, volleyball, and men’s and women’s basketball including supervising and training student associates.
Customer Service Associate
Washington State University Athletics
08.2013 - 01.2016
- Utilized the Paciolan point-of-sale ticketing system and CRM software (PacCRM and Salesforce) to conduct daily sales, assist patrons and donors through various communication channels, and consistently delivered exceptional customer service
- Supported game day operations for football, volleyball, men’s and women’s basketball, and efficiently managed the preparation and packaging of season and single-game tickets for these sports
- Conducted fan experience surveys and data collection, contributing valuable insights to various departments.
Student-Athlete Preceptor
Washington State University Athletics
08.2013 - 08.2015
- Established rapport and fostered trust and respect with student-athletes, facilitating successful mentoring
- Planned and directed successful exam study sessions, offering guidance on effective study methods, and developed engaging approaches for comprehending and retaining lesson concepts
- Developed learning strategies and tutoring support for a diverse range of subjects, ensuring compliance with NCAA rules and regulations.
Education
Bachelor of Arts - Sport Management
Washington State University
Pullman, WA01.2015
Skills
- AWS (S3, Athena)
- SQL (Redshift, Presto, MySQL, Microsoft SQL)
- Github/Git
- Jira
- CRM software (Salesforce)
- Advanced ticketing platform knowledge (Paciolan, Ticketmaster, NeuLion, AXS, StubHub, SeatGeek)
- Adobe Cloud software (InDesign, Photoshop, Illustrator)
- Web developer tools (Wordpress, SIDEARM)
- Email Marketing (Adobe Campaign, Eloqua)
- BI/Data Visualization tools (Domo, Tableau)
- Google Analytics (Tag Manager, Pixel Tracking)
- Microsoft Excel
Personal Information
Hobbies: Snowboarding, Dirt Biking, Hunting, Cooking, Paracord Crafts, Visiting National Parks
References
Allison McLaughlin, Current Supervisor - Pac-12 Networks, allison.mclaughlin1@gmail.com, (412) 855-9509 Alex Casqueiro, Former Supervisor - Washington State University Athletics, alex.casqueiro@gmail.com, (503) 881-3631 Matt Zollinger, Former Supervisor - Washington State University Athletics, matt.zollinger@wsu.edu, (509) 335-8363
Hobbies
- Snowboarding
- Dirt Biking
- Hunting
- Cooking
- Paracord Crafts
- Visiting National Parks
Hobbies and Interests
- Snowboarding
- Dirt Biking
- Hunting
- Cooking
- Paracord Crafts
- Visiting National Parks
Timeline
Business Intelligence Analyst
Pac-12 Networks
10.2021 - Current
Data & Reporting Analyst
Washington State University Athletics
07.2019 - 10.2021
Ticket Operations Specialist
Washington State University Athletics
08.2016 - 07.2019
Ticket Operations Intern
01.2016 - 08.2016
Ticket Sales & Service Intern
University of Idaho Athletics
06.2015 - 01.2016
Customer Service Associate
Washington State University Athletics
08.2013 - 01.2016
Student-Athlete Preceptor
Washington State University Athletics
08.2013 - 08.2015
Bachelor of Arts - Sport Management
Washington State University
Similar Profiles
Matthew CarreraMatthew Carrera
Graphics Operator/Production Assistant at Pac-12 NetworksGraphics Operator/Production Assistant at Pac-12 Networks
Thomas J. BrassilThomas J. Brassil
Producer/Associate Producer at Pac-12 NetworksProducer/Associate Producer at Pac-12 Networks
Andrew PayneAndrew Payne
Sales Intern at Pac-12 NetworksSales Intern at Pac-12 Networks
Carolyn Martinez -FarmerCarolyn Martinez -Farmer
Chef's Assistant at UpperCrustChef's Assistant at UpperCrust
ERIC MEYERERIC MEYER
Head of Marketing at Fennec PharmaceuticalsHead of Marketing at Fennec Pharmaceuticals