SHARAYA SCOVIL
Operations Analyst
Boise,ID
Summary
Successful Operations Professional transitioning into a Public Policy focused role after completing a Masters in Public Policy and Administration. 7 years of experience developing and leading organizational programs and implementing policies to drive improvements.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
2
2
Certificates
Work History
OPERATIONS ANALYST
Balsam Brands
Boise,, ID
04.2021 - Current
- Improved warranty request process for customers and back-office agents by utilizing quantitative and qualitative data to identify bottlenecks resulting in decrease in resolution wait time from 72 hours to 24 hours.
- Teamed with engineers and technical staff to recommend hardware and software adjustments and resolve design flaws for warranty and return processes.
- Developed written documents and reports related to programs and operations.
- Worked cross-functionally with Accounting, PR, Merch, and Retail teams to review inventory levels, identify opportunities, and execute transfers.
- Collaborated with international operations teams to identify and implement processes for inventory and warranty in coordination with new EU and UK guidelines.
- Mentored Dublin-based Operations Analyst providing guidance for career growth, goal setting, and training opportunities.
CUSTOMER SUCCESS ANALYST
Balsam Brands
Boise, ID
08.2019 - 04.2021
- Resolved corporate escalations sent to executive team, managers, and other employees.
- Created call center agent training material for warranty parts to increase accuracy of parts sent to customers.
- Conducted quality assurance analyses to assist Quality Assurance team with identifying return and warranty trends for products.
- Evaluated current processes to develop improvement plans.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
OPERATIONS SPECIALIST
Continuum Advisory, LLC
Eagle, ID
02.2018 - 08.2019
- Spearheaded development and implementation of cyber security policies by working with third party IT professional to determine security requirements for finance sector as determined by SEC and other regulatory bodies.
- Collaborated with VP of Operations and CFO to design Customer Service Program to serve 30+ financial advisors.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Optimized company operations by identifying opportunities for improvement in technology and processes.
- Developed and deepened relationships with advisors, vendors and internal stakeholders.
OPERATIONS LEAD
Sephora
Boise, ID
10.2015 - 02.2018
- Resolved complex problems involving shipping, inventory, and brand needs by meeting with internal and external business partners.
- Directed multiple projects simultaneously by delegating tasks to team members and coordinating weekly check-in meetings to discuss progress, questions, and team member concerns
- Implemented supply restock system using red bin method resulting in 5% reduction in spending.
- Compiled training materials for new employees and tracked skill development.
- Evaluated team member performance and productivity, provided feedback, and implemented corrective actions.
Education
Masters of Public Policy And Administration - Public Policy
09.2020 - 06.2022
Bachelors of Business Administration - General Business, Supply Chain Management
08.2012 - 05.2017
Skills
- Project Management
Certification
- Foundational Full Stack Web Development, Tech Talent South
Timeline
- Foundational Full Stack Web Development, Tech Talent South
04-2022
OPERATIONS ANALYST - Balsam Brands
04.2021 - Current
Northwestern University - Masters of Public Policy And Administration, Public Policy
09.2020 - 06.2022
CUSTOMER SUCCESS ANALYST - Balsam Brands
08.2019 - 04.2021
- Lean Six Sigma Black Belt, Management & Strategy Institute
06-2019
OPERATIONS SPECIALIST - Continuum Advisory, LLC
02.2018 - 08.2019
OPERATIONS LEAD - Sephora
10.2015 - 02.2018
Boise State University - Bachelors of Business Administration, General Business, Supply Chain Management
08.2012 - 05.2017
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