Summary
Overview
Work History
Education
Skills
Timeline
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Rosa Rodriguez-Roman

Auburn Hills,MI

Summary

Detail oriented data analyst with strong background in data cleaning, manipulation, visualization, and interpretation. Proficient in translating complex data into actionable recommendations and insights. Answer business questions by identifying trends, relationships, and patterns in data.

Overview

15
15
years of professional experience

Work History

Data Analyst

United Wholesale Mortgage
05.2022 - Current
  • Implemented data driven process improvements
  • Assisted in architecting self-serve reporting by designing visuals and dashboards in Power BI for the entire company to see performance on an everyday basis. Also resulted in automating 20 reports
  • Responsible for using multiple sources of data to create ad-hoc analyses and reports
  • Build data validation tests and exception workflows to ensure data integrity
  • Maintain data and reporting solutions perform troubleshooting as needed
  • Learned and applied new tools, technologies and techniques to analytics and reporting solutions
  • Transformed data into actionable insight with measurable impact.
  • Enhanced business efficiency by identifying trends and patterns in complex datasets.
  • Collaborated with cross-functional teams to ensure data integrity and accuracy, resulting in better-informed decisions.
  • Trained junior analysts on best practices, improving overall team performance and productivity.
  • Managed large-scale databases to ensure timely access to critical information for key stakeholders.
  • Produced monthly reports using advanced Excel spreadsheet functions.
  • Designed custom tracking systems to monitor KPIs, ensuring alignment with organizational goals and objectives.

Speech Analytics Programmer

United Wholesale Mortgage
04.2021 - 05.2022
  • Programming applicable syntax into speech analytics platform for scorecards and plays from the business
  • Build dashboards in the Speech Analytics platform
  • Perform necessary tests and audits on all analytics to gain highest levels of accuracy
  • Testing hits, non-hits, and accuracy until the threshold is 95% accurate
  • Manage speech analytics needs for business units
  • Considering what the needs analysis is and programming syntax accordingly
  • Responsible for maximizing the utilization of speech analytics to drive actionable insights and quantifiable improvement to the business
  • Package key findings into a comprehensive report for leadership
  • Create innovative ideas to use speech technology in ways not recognized or requested by utilizing forward thinking and a proactive approach
  • Collaborating with leadership on business unit needs
  • Scoring calls with the CX scoring team on a regular ongoing basis.
  • Streamlined code optimization for increased efficiency and reduced processing time.

Quality Assurance Manager

Spectrum
02.2017 - 08.2019
  • Scoring calls
  • Live listening to calls
  • Ensuring agents are following compliance
  • Verifying sales
  • Coaching team members on the floor
  • Reduced defects in products by conducting thorough inspections and identifying areas for improvement.
  • Conference calls with corporate and clients
  • Creating spreadsheets on excel
  • Keeping data files up to date
  • Determining training needs
  • Setting customer service standards
  • Working with operating staff to establish procedures and standards.

Supervisor

McDonald's
03.2009 - 11.2015
  • Assuring machines and equipment were in optimal condition
  • Scheduling and hiring to achieve labor goals and build sales
  • Training properly and keeping low turnover
  • Taking care of all customer complaints and ensuring that we delivered the best customer service
  • Building sales as a team as well as a happy and efficient work environment
  • Overseeing operations.

Education

DIPLOMA -

PONTIAC CENTRAL HIGH
PONTIAC, MI
07.2012

Skills

  • Bilingual (Spanish)
  • Power BI Data Visualization
  • Investigative Reporting
  • KPI Reporting
  • Cross Functional Collaboration
  • Microsoft excel
  • Microsoft Office
  • Data Modeling
  • Data Validation
  • Business Needs Analysis
  • Project Management
  • Business Reporting
  • Ad hoc Reporting
  • Statistical Data Analysis

Timeline

Data Analyst

United Wholesale Mortgage
05.2022 - Current

Speech Analytics Programmer

United Wholesale Mortgage
04.2021 - 05.2022

Quality Assurance Manager

Spectrum
02.2017 - 08.2019

Supervisor

McDonald's
03.2009 - 11.2015

DIPLOMA -

PONTIAC CENTRAL HIGH

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Rosa Rodriguez-Roman