Tiffany Reagan

● Partnered with Business Intelligence to conceive an insightful automated solution to measure CCO resiliency

● Developed the Battery Life Reporting Solution used by CCO leadership to highlight opportunities for leadership intervention increasing the wellness of Member Service Representatives

● Collaborated with business partners to develop Supervisor training modules of the Battery Life Report

● Leading the establishment of an application server environment to support the CCO hiring, training, and onboarding process application

● Leading the development of the Position Management Application to serve as a complete solution of CCO hiring, training, and onboarding data management

● Developing and implementing data governance and business continuity plans of SQL Server

● Led the overhaul of the Tactical Shrinkage Process used by SPF and WFM

● Developed an automated solution to manage the forecasting and planning of CCO workload, staffing and training

● Spearheaded the migration of existing forecasts from SPSS Modeler to Python

● Built new turnover predictive model using Python to increase turnover forecast accuracy in staff planning

● Established the SPF Organization GitHub repository to store and manage ETL programs and scripting documentation

● Mentored junior analysts on data mining techniques and data management lifecycle

● Led bi-monthly sessions with Business Operations Analysts to provide education of variable importance factors that contribute to development of the call volume forecast

● Partnered with Digital to support the prioritization and implementation of Unified Service Desk (USD) interface changes through the development of impact analysis that quantified potential staff savings

● Developed relationships with external business partners to expand the collection of forecast predictors leading to the addition of 15 related data attributes increasing the accuracy of the forecast models

● Led the development of a process that retrieves data from task management software to a centralized database for collective reporting with business partners

● Conducted the revamp of the Strategic Planning and Forecasting (SPF) hiring plan process by redefining data flows and creating uniform branch templates for the Business Operation Analyst usage

● Managed the workload forecast of Account Services with an average monthly variance of 3.7%

● Managed the Account Services staff plan of new hires and sub-skill training of the four business lines: Account Services, Business Services, Deposits, and Advanced Account Services

● Developed analysis of new member calling behaviors to increase alignment of new membership campaign strategies with CCO staffing strategy

● Participated in regular pulse checks with operational and executive leadership to provide insights of forecasted workload and provide hiring and space management plan recommendations

● Managed the Manpower, Training and Education Data Warehouse for the US Navy encompassing the movement of data between over 150 data sources

● Spearheaded the design of the database architecture for the development, test, and production servers

● Directed junior analysts on data analysis techniques, architecture development, and programming languages

● Led the design and development of Extract, transform, load (ETL) processes using batch files, secured file transfer protocol (sftp) and stored procedures

● Cognos Business Intelligence Developer responsible for planning, managing, and monitoring large data sets

● Developed models, packages, dashboards, reports, scorecards, OLAP data cubes, and metrics

● Built business requirements of customers to develop operational data stores (ODS) and ad-hoc analysis

● Designed and published metrics using Metric Designer and using relational and multidimensional data sources

● Performed data analysis and provided insights of contractual expenditures and obligations in support of the Bell-Boeing V-22 program

● Monitored automated information systems for accuracy and security of data through a developed reporting suite

● Produced daily, weekly, and monthly reports used to analyze current and projected resource levels

● Managed staffing billets and contractor budget for the annual financial plan

● Prepared Business Case Analysis, Annual Executive Reports, and monthly Performance Metric briefs

● Facilitated Monthly and Quarterly Performance Metric Briefs with Executive Staff