Noell Jessie
Rio Rancho,NM
Summary
Business professional with comprehensive background in analyzing complex data to drive strategic initiatives. Known for enhancing operational efficiency and supporting decision-making processes through detailed analysis. Highly collaborative team member focused on achieving results and adapting to dynamic business needs. Proficient in data analysis and process improvement.
Overview
10
10
years of professional experience
Work History
Customer Service Operations Associate
Presbyterian Health Plan
05.2025 - Current
- Drove consistent operational performance by meeting quality and service benchmarks, achieving a 95.17% post call survey score, a 90.92% quality score, and an 82.63% soft skills score through accurate documentation, effective communication, and adherence to process standards
• Supported productivity and workflow efficiency by managing talk time, wrap time, and hold time within acceptable deviation ranges, contributing to reliable service delivery and operational consistency
• Contributed to population health initiatives by supporting a Gaps in Care outreach project, conducting outbound member communications to increase awareness of preventive screenings and improve member engagement
Business Operations Data Analyst
BODi
01.2023 - 12.2024
- Delivered data-driven policy recommendations by extracting and analyzing operational and financial data in Snowflake, resulting in approximately $500K in annual cost savings.
- Designed, built, and maintained 30+ recurring operational and performance reports in Excel and Tableau, improving leadership visibility into customer and agent metrics.
- Analyzed sales, refund, and reshipment data to identify inefficiencies and improve data accuracy, contributing to a 65% improvement in operational efficiency.
- Performed exploratory data analysis to identify trends and seasonal patterns, supporting forecasting and planning initiatives.
- Partnered with finance, customer support, and operations teams to translate business questions into measurable KPIs and actionable insights.
Financial Operations Specialist
BODi
12.2020 - 01.2023
- Monitored and resolved open order and transaction issues using Oracle E-Business Suite, ensuring data accuracy and timely processing.
- Built and analyzed reports tracking fraud trends, chargeback outcomes, and receivables to support financial operations.
- Collaborated with cross-functional teams to streamline workflows, reducing processing time by 24%.
Chargeback & Fraud Analyst
BODi
03.2016 - 12.2020
- Managed chargeback resolution across major card networks, achieving an 80% win rate for American Express cases.
- Generated and analyzed fraud and chargeback reports to support compliance and operational decision-making.
- Identified fraud patterns through transaction analysis, contributing to improved prevention processes.
Education
Bachelor of Science - Data Analytics
Southern New Hampshire University
Manchester, NH01-2026
Skills
- Cross-Functional Collaboration
- Deadline management
- Verbal and written communication
- Data analysis
- Requirements gathering
- Microsoft Office Suite
- Business process improvement
- Workflow Analysis
- KPI tracking
- SQL proficiency
- Business process mapping
- Stakeholder management
- Data mapping
- Forecasting and planning
- CRM systems
Timeline
Customer Service Operations Associate
Presbyterian Health Plan
05.2025 - Current
Business Operations Data Analyst
BODi
01.2023 - 12.2024
Financial Operations Specialist
BODi
12.2020 - 01.2023
Chargeback & Fraud Analyst
BODi
03.2016 - 12.2020
Bachelor of Science - Data Analytics
Southern New Hampshire University