Stacey Reeves
Gallatin,TN
Summary
Service professional with ten years of experience reconciling potential problems with strong interpersonal skills to aid customers. Enthusiastic and skilled in exercising good judgment as well as handling cash, checks, and credit card transactions. Responsible and trustworthy to execute daily tasks with little or no supervision. Energetic and loyal, looking to join a team and an organization with a possibility for growth and promotion. Areas of Expertise include: Strategic Planning & Forecasting Project Management Report Generation KPI/ Metric Creation Change Management Budget/Schedule Administration Sourcing Strategies Staff Training & Leadership Problem Resolution Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills. Detail-focused Data Analyst with knowledge in data warehousing, process validation and business needs analysis. Proven to understand customer requirements and translate into actionable project plans. Dedicated and hard-working with passion for Big Data.
Overview
12
12
years of professional experience
2
2
years of post-secondary education
Work History
DATA ANALYST
IDEMIA
Brentwood, TN
06.2021 - Current
- Ensure company’s commercial business services enable businesses and agencies to do business online and in person
- Develop and execute standard or custom reports for analysis as required
- Utilize multiple data sources to determine the best KPIs to drive the business
- Discover and communicate business insights for process improvement
- Analyze current and historical data, trends, and projections
- Build and maintain relevant data, metrics, and dashboards to include quality, quantity, experience, and revenue.
CUSTOMER SERVICE SUPERVISOR
IDEMIA Brentwood
, TN
07.2018 - 06.2021
- Ensure company’s commercial business services enable businesses and agencies to do business online and in person
- Directed 12-member cross-functional team while overseeing commercial state and federal locations of IdentoGO by IDEMIA
- Held full responsibility for 60 + sites with up to 5 employees at each site
- Tasked with deploying new sites with duties that included ordering equipment and signage
- Able to read and analyze reports sent to the operations team to make decisions on increasing the appointments or determine if hours need adjusting as well as many other decisions that may need attention
- Submitting appointment schedules and hours of operation changes to meet business needs for both IDEMIA and the partner
- I am able to determine if an increase/decrease is needed based on metrics of the enrollment times and volume number at each Enrollment Center
- Key Accomplishments:
- Ensured continued site success by staying with new sites for an extended period of time to aid with problem resolution
- Improved team performance through data driven metrics and training on areas in need of improvement
- Improve site function by determining volume numbers and wait times on daily/weekly reports
- Can determine what may cause high wait times based on Enrollment Agent metrics pulled from the database
- By using this, I am able to coach on areas of improvement within the enrollment or during greeting
- Improve the efficiency of vetting by reading reports to see what the applicant is missing, and conduct follow ups to speed the process
- Email communication, as well phone communication, with both internal and external customers, to relate needed information or to figure out their needs to make the operation run more smoothly
- Team player who can also thrive independently
- Commitment to ensuring the team succeeds with all tasks, duties, and projects
- I have been able to train or coach many other Operations CSS’s that are coming onboard or who need help.
CREDENTIALING ANALYST
IDEMIA
Franklin, TN
12.2016 - 07.2018
- Ensure company’s employees have all required state and federal credentials needed to work company contracts
- Orchestrate all bottom-line factors to ensure compliance for all state and federal agents in accordance with states’ contractual requirements
- Guide agents towards necessary state vetting requirements and training
- Utilize Excel skills to track all agent and contract data
- Serve as point of contact for operations team members to answer questions and resolve issues
- Maintain procedural compliance through weekly meetings with manager
- Key Accomplishments:
- Spearheaded report clean-up and implemented protocol to ensure all agents were listed and none had unauthorized access
- Reduced costs and increased efficiencies by providing training to ensure others follow clean up protocols
- Produced multiple reports for the Operations team to use for following up for their candidates in process
- Created multiple State dashboards in Excel and manipulated them based on that specific state’s needs
- This could be by adding columns for tracking certain documents or requirements for the state or manipulating formulas to pull requirements for access for each state
- Creating and following processes to keep data confidential.
REGIONAL ASSISTANT SUPERVISOR
IDEMIA
Franklin, TN
01.2013 - 12.2016
- Promoted through several progressively responsible positions at this nationwide business services agency
- TENNESSEE
- Directed 12-member cross-functional team while overseeing commercial state and federal locations of IdentoGO by IDEMIA
- Held full responsibility for 28 sites with up to 5 employees at each site
- Tasked with deploying new sites with duties that included ordering equipment and signage
- Assisted in schedule changes as well as seeking approval from higher management for those changes
- Key Accomplishments:
- Ensured continued site success by staying with new sites for an extended period of time to aid with problem resolution
- Improved team performance through data driven metric reports and training them on areas in need of improvement.
CUSTOMER SERVICE REPRESENTATIVE II
VERIZON WIRELESS
Murfreesboro, TN
04.2010 - 07.2012
- By providing polite and informative interactions with clients over the phone and email
- Held concurrent responsibility for providing stellar customer support over the phone and researching client queries
- Redirected customers as needed to necessary technical support, or management
- Key Accomplishment:
- Improved customer satisfaction by utilizing available resources to answer questions efficiently and accurately.
Education
[Dale Carnegie Training] -
UNIVERSITY OF PHOENIX
01.2017 - 01.2019
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Skills
Data validation
Timeline
DATA ANALYST
IDEMIA
06.2021 - Current
CUSTOMER SERVICE SUPERVISOR
IDEMIA Brentwood
07.2018 - 06.2021
[Dale Carnegie Training] -
UNIVERSITY OF PHOENIX
01.2017 - 01.2019
CREDENTIALING ANALYST
IDEMIA
12.2016 - 07.2018
REGIONAL ASSISTANT SUPERVISOR
IDEMIA
01.2013 - 12.2016
CUSTOMER SERVICE REPRESENTATIVE II
VERIZON WIRELESS
04.2010 - 07.2012