Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Certification
Timeline
Generic

Tanecia Harrison

Process Analyst
Rancho Cucamonga,CA

Summary

Experienced Process Analyst with over 10 years of expertise in data analytics and reporting for continuous improvements, complemented by a strong customer-focused background. Passionate about leveraging data to solve problems, optimize operations, and make valuable contributions to organizational success.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Digital Technical Process Analyst

Verizon
12.2019 - Current
  • Communicating with multiple customers simultaneously using written communication via chat about technical issues (hardware, software, applications, networks, and devices) while leveraging multiple systems and tools.
  • Leveraging analytics and reporting to understand performance and conduct root-cause analyses.
  • Turning raw data into logical information for visualization.
  • Reviewing employee feedback and customer interactions from both internal and vendor employees, as well as monitoring and reporting on KPIs.
  • Collaborating with internal and vendor partners to ensure gaps and trends are considered and addressed to create unified processes, policies, and experiences, while ensuring the best experience and interests are considered for our customers/employees at all times.
  • Oftentimes, juggling multiple high-priority projects at once while remaining flexible and adaptable in a fast-paced work environment.
  • Experience building executive presentations and presentations at all levels of management across organization.
  • Enabling streamlined, effective communications and support documents for our frontline teams.
  • Receiving direction from Senior Analysts and Leadership on areas of focus within the business and collecting data to support/explain trends and gaps.
  • Managing relationships with key stakeholders, as well as vendors, to forge cross-functional partnerships.
  • Experience pulling, reporting, and analyzing large, multi-faceted data and making decisions or recommendations based on observed data.
  • Advanced experience and proficiency in working with spreadsheets and formulas (e.g., Google Sheets, Microsoft Excel). Highly experienced in utilizing data reporting tools such as MetrEx, Qlik, Tableau, MCS Toolkit, Verint. Experience with Google's G-Suite (e.g., Docs, Slides, Forms) and Microsoft Office (e.g., Excel, PowerPoint)

Benefits Service Rep

Milliman
06.2016 - 02.2018
  • Completing Benefit related transactions, providing plan benefit information, utilizing retirement planning tools, researching, solving problems, and following up with participants on outstanding issues in an Inbound call center environment.

Customer Service Representativ

MAKE Corporation/Southwest Air
06.2015 - 06.2016
  • Call center duties, customer problem solving and resolution, data integrity, inbound calls.
  • The primary responsibilities include effectively handling internal and external customer inquiries/complaints directed to Customer Relations, Rapid Rewards, and other departments.
  • Responsible for providing responses to correspondence from internal and external customers, with a heavy emphasis on complaint resolution.
  • Also, I was assigned escalation work cases at the executive level.
  • Worked high-priority cases with a skilled level of conflict resolution.
  • Analyze problems and choose appropriate solutions in order to resolve internal and external customer needs.
  • Utilizes up to eight different applications to assist customers.
  • Adhering to and maintaining consistent KPIs.

Customer Care Representative

Intouch Staffing/Netflix Call Center
02.2014 - 05.2015
  • Call Center duties, Customer problem solving and resolution, Data integrity, Experienced with Avaya telephony system, Technical Support, Billing Accounts, Inbound calls.
  • Handle customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one-call resolution.
  • Offers alternative solutions, where appropriate, with the objective of retaining the customer's business.
  • Navigate multiple software programs, windows applications, and use web-based search engines.
  • Communicate with customers using web-based tools and demonstrate the associated proficiency in typing and grammar.
  • Troubleshoot Netflix application on wireless phones, tablets, and laptops using tech-savvy skills.

Education

Some College (No Degree) -

Louisiana State University And A&M College
Baton Rouge, LA

Skills

    Reporting skills

    Skilled in Tableau, Qlik, MetrEx, G-Suite, Microsoft Office

    Root Cause Analysis

    Trend Detection

    Process Analysis

    Presentations

    Cross-Functional Collaboration

    Stakeholder Management

Accomplishments

  • Collaborated with a team of 20 in the development of our Technical Process Analyst Team that supported over 2000 agents both Internal and Contractors. We grew our process analyst team from the ground and made meaningful recommendations that turned into tangible results.

Software

Tableau

Qlik

G-Suite

Microsoft Office

Certification

Google Analytics

Timeline

Google Analytics

08-2024

Digital Technical Process Analyst

Verizon
12.2019 - Current

Benefits Service Rep

Milliman
06.2016 - 02.2018

Customer Service Representativ

MAKE Corporation/Southwest Air
06.2015 - 06.2016

Customer Care Representative

Intouch Staffing/Netflix Call Center
02.2014 - 05.2015

Some College (No Degree) -

Louisiana State University And A&M College

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Tanecia HarrisonProcess Analyst