Nikki Pentello

Lead customer-focused analytics and strategy for behavioral services organization supporting 300+ staff and 60+ consumers and families. Translate customer behavior, engagement trends, and operational data into actionable insights that drive growth, retention, and service optimization.

• Analyze customer (consumer/family) behavior, engagement patterns, and service utilization to identify opportunities for improved retention, satisfaction, and outcomes
• Develop KPI frameworks to measure customer engagement, program performance, and operational efficiency
• Build and maintain Excel-based dashboards and reporting tools to track trends, monitor performance, and support executive decision-making
• Conduct segmentation-style analysis (e.g., engagement levels, service utilization patterns) to inform targeted program strategies and resource allocation
• Translate data insights into strategic recommendations that improve customer experience and drive measurable business outcomes
• Partner with cross-functional stakeholders (operations, external partners, community organizations) to align analytics with business and growth objectives
• Lead performance reviews and forecasting efforts to identify trends, anticipate demand, and guide strategic planning
• Standardize reporting and analytics processes to improve visibility, scalability, and consistency across teams
• Present customer insights, trends, and strategic recommendations to executive leadership and stakeholders
• Drive a culture of data-driven decision-making, ensuring insights are translated into action across teams
• Align budget and resource planning with performance data and customer needs

Applied behavioral and customer-focused analytics to improve engagement and outcomes across diverse populations.

• Analyzed behavioral and environmental data to identify drivers of engagement, retention, and performance
• Developed data-informed strategies to improve individual engagement and program effectiveness
• Tracked and reported performance metrics to evaluate success and inform continuous improvement
• Partnered with cross-functional teams to translate insights into actionable engagement strategies