LILY ELIZABETH JOHN

Data Visualization - Tableau

• Developed interactive Tableau dashboards using filters and dashboard actions to provide actionable insights on customer segments across products, revenue brackets, churn risk, customer experience, sales team performance
• Executed data extraction, transformation, and analysis using SQL, and delivered insights through Tableau on customer portal usage patterns
• Collaborated with marketing team to design an interactive dashboard that segments customers by industry verticals and sub verticals, products used and top customers in each vertical to help develop marketing plan, marketing materials and customer groups to target for upsell
• Compiled competitive intelligence metrics for the marketing team to submit to external agencies for awards, compliance and recognition
• Developed a Tableau dashboard with key performance indicators (KPIs) to evaluate team performance on billing dispute requests, focusing on the approval rate and its trend over time using trend lines
• Created custom calculations and designed interactive dashboard to identify first order quantity for each customer and trending of subsequent orders and quantity for different product groups
• Designed multiple views for the senior leadership team (SLT) to deliver insights on revenue loss and enable root cause analysis, covering key areas such as top customers, top products, and actions taken to prevent further loss
• Led the development and maintenance of a margin calculation tool, enhancing accuracy and efficiency in cost integration driving strategic decision making.

Data Manipulation/SQL Querying

• Developed a script to merge multiple data sources with varying levels of detail, integrating revenue and cost data to assess product margins and customer-specific margins. This unified data source also enables the identification of acceptable discount levels that can be applied to customer quotes.
• Consolidated multiple stored procedures to update a table designed for a high-level compilation of customer data. This table aggregates information from various sources, including revenue, cost, Salesforce CRM activities, product breakdowns, contact details, billing information, customer segments, and revenue segments.
• Developed a stored procedure to consolidate and sanitize customer contact information from various billing systems.

Skills Used: Tableau Desktop, Tableau Server, Microsoft SQL Server, MS Excel, Salesforce, PowerBI

Data Analytics/Reporting/ Data Manipulation/SQL Querying

• Developed and delivered weekly product and customer metrics, churn analysis and monthly executive reporting
• Developed churn risk score calculation process and churn payout calculation process
• Owned the master account assignments file for accurate assignment, change, and tracking of all CAS accounts, holdouts and account migrations
• Analyzed trends for sales pipeline reports and created forecasting models for 30/60/90 sales funnel
• Improved churn payout calculation accuracy from 60% to 99.5% and reduced turnaround time from 1 week to 1 day
• Conducted data mining and analysis for account migration activities as part of company divestiture
• Query design and modification for ad-hoc requirements including product analysis, churn analysis, customer communications

Project Management/Campaign Design/Salesforce

• Managed account migration campaigns as part of ATT Frame Relay sundown and CO Closure including account scoping, tagging accounts in SF, migration activity tracking, reporting and issue resolution
• Led Salesforce data cleanse and restructuring, ensuring data integrity and timely project completion for over 250K accounts
• Collaborated with campaign manager on query creation and data preparation needed to support a wide range of customer campaigns, rep assignments and operations-related customer outreach

Mentoring

• Coached junior data analyst on data analysis process and assisted with individual projects to streamline analysis process and ensure data accuracy.

Skills Used: SQL Server Management Studio, MS Excel, Salesforce, MS PPT, Hyperion, D&B Market Insight, SSRS

Data Analytics

• Identified high volume products eligible for Bulk packaging implementation
• Developed cost benefit analysis model to calculate projected cost benefits from freight cost reduction, material cost reduction and SLC cost reduction by implementing bulk packaging ECOs

Project Management/Reporting

• Managed RoHS compliance data collection and compliance data migration into Agile PLM tool for Cisco acquisitions of over 10000 parts supplied by over 700 suppliers
• Reported RoHS Regulatory compliance metrics on a weekly basis.

Skills Used: Business Objects, SQL, MS Excel, MS PPT, Agile PLM