Nicholas Stempak
Akron
Summary
Skilled at interpreting data from Avaya, Live Engage, Verint, Microsoft Excel to discover trends to provide recommendations to senior leadership. Well versed in Power BI and Tableau pulling report and making inquiries and developing reports.
Operations professional prepared for this role with strong analytical skills and strategic mindset. Demonstrated ability to streamline processes, optimize resources, and enhance operational efficiency. Strong focus on team collaboration and adaptability to changing needs. Expertise in data analysis, project management, and problem-solving, ensuring reliable and impactful performance.
Overview
11
11
years of professional experience
Work History
Operations Analyst
Leaf Home
Hudson, OH
12.2021 - Current
- Sent daily dashboards in Excel that includes a variety of data from Sales to Cash turn to Service tickets that goes out to leaders and executives to help the daily planning of the sites
- Responsible for making daily, weekly and month reports using Microsoft excel, Power Bi and Tableau sent out to leadership
- Responsible for making dashboards in Tableau and Power BI to help leadership self-serve.
- Transferred multiple reports from Power BI to Tableau in accordance with company outlook
- Owned monthly meeting with service leaders regarding previous months service results and help plan on helping to improve efficiency and effectiveness using geolocation.
- Responsible for pulling payroll and bonus reports for third party vendors
- Assists third party contractors with questions regarding job status and overall contractor job status
- Developed process improvement initiatives to enhance efficiency across departments.
- Analyzed operational data to identify trends and provide actionable insights.
Analyst II
Allstate
06.2016 - 12.2021
- Responsible for scheduling meetings, coaching’s, and trainings to help balance the needs of the call center and the needs of leadership
- Responsible for creating and maintaining employee schedules
- Assist call center representatives with managing time away and aux usage
- Real time monitoring for phones and chat for ALR, ASIC, and ATSC call centers
- Experienced in processing timekeeping including short term disability, paid time off, and overtime
- Capable of running channel meetings that helped coordinate leadership and WFM
ASIC Customer Service Representative
Allstate
10.2015 - 06.2016
- Assisted agents with policy support such as general policy questions, billing, and endorsements
- Resolved agent and customer inquiries verbally and in writing
- Provided excellent customer service through product knowledge and training
- Top performer on the team for three months and recognized for problem solving skills
Education
Bachelor of Arts - Political Science
Bowling Green State University
01-2013
High School Diploma - undefined
Broadview Heights High School
01-2008
Skills
- Analytics
- Data Analysis
- Microsoft Powerpoint
- Writing Skills
- Microsoft Excel
- Power BI
- Tableau
- Financial Analysis
- Business Analysis
- Reporting skills
- Operational efficiency
- Workflow optimization
- Data analysis
Timeline
Operations Analyst
Leaf Home
12.2021 - Current
Analyst II
Allstate
06.2016 - 12.2021
ASIC Customer Service Representative
Allstate
10.2015 - 06.2016
High School Diploma - undefined
Broadview Heights High School
Bachelor of Arts - Political Science
Bowling Green State University