Kelly Gilbert

Analyst

Malvern,AR

Summary

Senior Data Analyst with over 10 years of experience optimizing technical workflows through advanced data analysis, data modeling, and requirements analysis. Expert at bridging the gap between executives, non-technical stakeholders, and engineering teams by drafting comprehensive Business Requirements Documentation (BRD) and leading cross-functional teams. Proven track record in process improvements, gap identification, and integration management for large-scope projects, while managing resources to align with financial implications. Adept in global vendor management and leveraging technical ecosystems including Tableau, SQL, Unix, and AI systems to deliver data-driven trend insights and drive transformational change.

Overview

years of professional experience

Work History

Senior Process Analyst

Verizon Wireless

Remote

09.2023 - Current

Global Vendor Management & Strategic Liaison: Act as the primary bridge between leadership, 3rd party business partners, and offshore teams (India, Philippines, Mexico, South Africa) to analyze systemic shortcomings and drive large-scale implementation programs.
Business Requirements Documentation (BRD): Translate complex business needs into actionable technical requirements, ensuring technical specifications are aligned with both business needs and technical design standards.
Executive Reporting & Offshore Collaboration: Develop custom Google Looker reporting suites and data models utilizing SQL, Tableau for managed services organizations and offshore developers of 50+.
Interact with multiple organizations to track project progress, identify risks, and communicate status to leadership using strong communication skills that non-technical business users can understand successes and opportunities.
Process Improvement & Financial Impact: Generate ideas and suggestions for process and technical improvements by reviewing business structures for five international sites to eliminate operational overlap. Demonstrated understanding of financial implications of projects by reducing operational costs by $5.7 million.
Leadership & Mentorship: Manage a cross-functional team of 12 and act as a mentor to less experienced colleagues.
Conduct weekly audits to prepare, cleanse, validate, and model data, ensuring platforms and tools meet or exceed standards.
AI Implementation & Modeling: Serve as the departmental SME for Generative AI, designing workshops to integrate advanced data analysis techniques into standard business processes, preparing frameworks for the deployment of Machine Learning models.

Inside Sales, Customer Care, Customer Loyalty Management

Verizon Wireless

Remote

04.2017 - 09.2023

Complex Project Management: Worked on and led complex projects of large scope by translating business needs into technical specifications for new pilot team structures.
Validation & Compliance: Established clear success metrics and rigorous validation efforts to ensure technical implementations met performance targets and internal/external audit standards. Finished in the top 5% of Verizon Inside Sales and Verizon Customer Care five years consecutively.
Data-Driven Insights: Leveraged analytical software to independently determine methods for completion of new projects, quantifying the impact of operational changes to provide solutions which set precedent for the department.

Education

Bachelor of Arts - General Studies

Henderson State University

Arkadelphia, AR

05.2003

Skills

Generative AI Expertise: Prompt engineering and implementation using advanced LLMs (Google Gemini, Claude, NotebookLM)
AI Governance: Machine Learning (ML) deployment workflows and AI Compliance
Cloud Platforms & Querying: SQL proficiency paired with Google Cloud Platform (GCP)
Data Pipelines: End-to-end Data Cleansing, Transformation, and advanced Data Modeling
Modern BI & Visualization: Tableau and Google Looker for turning complex data into actionable insights

Cross-Functional Leadership: Proven ability to bridge communication gaps between engineering teams, executive stakeholders, and business users
Workflow Optimization: Process Re-engineering, gap identification, and capability analysis
Large-Scale Project Management: Driving complex initiatives from Proof of Concept (POC) to integration and deployment
Problem resolution

Timeline

Senior Process Analyst

Verizon Wireless

09.2023 - Current

Inside Sales, Customer Care, Customer Loyalty Management

Verizon Wireless

04.2017 - 09.2023

Bachelor of Arts - General Studies

Henderson State University