Overview
Work History
Timeline
Summary
Education
Skills
Accomplishments
Work Preference
Work Availability
Quote
Software
Languages
Interests
Websites
BusinessAnalyst
Vannary Kroch

Vannary Kroch

Business Analyst

Overview

11
11
years of professional experience
4
4
years of post-secondary education

Work History

Business Analyst

Charter Communications
Louisville, Kentucky
05.2023 - Current
  • Coordinate the analysis and reporting of operating expense variances
  • Conduct a monthly review of financial statements to identify trends
  • Undertake research, data analysis, budgeting, forecasting, and reporting to support business decision-making, strategy, and operations
  • Utilize software applications like Microsoft Power BI, Tableau, SQL, and Excel to compile, manipulate, and format data
  • Analyze data trends in operational budget spending to help the team achieve Key Performance Indicators.
  • Collaborated with stakeholders to identify business needs and data sources.
  • Created data models to support decision-making processes.
  • Identified patterns and trends in large data sets and provided actionable insights.
  • Utilized data visualization techniques to present and explain complex data sets.
  • Developed financial models to project future growth scenarios, assisting in long-term strategic planning.
  • Boosted team productivity by introducing agile methodologies, fostering more dynamic and responsive work environment.
  • Facilitated workshops for stakeholders to gather requirements, ensuring projects aligned with business objectives.
  • Enhanced company-wide decision-making by developing comprehensive reports on key performance indicators.
  • Improved data governance with establishment of standardized protocols, ensuring consistency and accuracy across datasets.
  • Optimized workflow processes to enhance overall productivity and achieve operational excellence.
  • Increased revenue opportunities by analyzing sales data and identifying underperforming areas for targeted improvement.
  • Interacted with internal customers to understand business needs and translate into requirements and project scope.
  • Developed complex dashboard and reporting tools to track business performance metrics.
  • Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
  • Generated ad-hoc reports to evaluate specific business requirements.
  • Created dashboards to monitor and track key performance indicators.
  • Reduced costs through meticulous budget management and cost-benefit analysis for each project phase.
  • Deployed predictive analytics models to forecast future trends.
  • Developed and implemented data governance policies and procedures.
  • Updated and developed scripts and queries to extract and analyze data from multiple sources.

Customer Service Supervisor

Charter Communications
Charlotte, North Carolina
12.2016 - 05.2023
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
  • Monitored and analyzed call metrics to identify trends and areas for process enhancement.
  • Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Facilitated team meetings to discuss performance metrics and areas for improvement.
  • Reduced employee turnover by creating supportive and engaging work environment.

Lead - Signaturehome PSA

Time Warner Cable
Charlotte, North Carolina
10.2015 - 12.2016
  • Delivered exceptional customer service by quickly resolving escalated client issues through prompt investigation and problem-solving efforts.
  • Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
  • Led a cross-functional team to achieve project milestones within strict deadlines.
  • Collaborated with other departments to develop integrated solutions for complex client needs.
  • Coordinated team meetings to foster collaboration, share updates, and address challenges collectively.
  • Provided coaching and mentoring to employees.
  • Implemented process improvements that reduced errors and increased overall accuracy.
  • Developed and executed performance management programs to increase employee engagement and productivity.
  • Facilitated open lines of communication within the team, promoting a positive work environment and boosting morale.

Level 3 Technical Support

Time Warner Cable
12.2013 - 10.2015
  • Decreased call resolution times for Tier 3 support by implementing efficient troubleshooting methods.
  • Served as a subject matter expert for specific products, providing specialized assistance to colleagues and customers alike.
  • Upheld company reputation for excellent customer service by consistently receiving positive feedback from clients on post-support surveys.
  • Maintained up-to-date knowledge of industry trends and emerging technologies to provide informed recommendations for internal process improvements and external client consultations.
  • Assisted in software testing during pre-release stages, identifying bugs and suggesting improvements that led to better product quality upon release.
  • Used ticketing systems to manage and process support actions and requests.

Timeline

Business Analyst

Charter Communications
05.2023 - Current

Customer Service Supervisor

Charter Communications
12.2016 - 05.2023

Lead - Signaturehome PSA

Time Warner Cable
10.2015 - 12.2016

Level 3 Technical Support

Time Warner Cable
12.2013 - 10.2015

BBA - Business Administration

Clayton State University
08.2003 - 05.2007

Summary

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives. Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.

Education

BBA - Business Administration

Clayton State University
Atlanta
08.2003 - 05.2007

Skills

Data Analysis

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Accomplishments

  • Reduced organizational operating costs by 10% by streamlining processes.
  • Led team to meet 99.9% of SLAs by streamlining business processes and identifying areas for improvement.
  • Gold Award recipient 2016
  • Top performing team in Residential Billing across Enterprise

Work Preference

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

Important To Me

Career advancementWork-life balanceWork from home option401k matchHealthcare benefitsFlexible work hoursCompany Culture

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Attachment is the great fabricator of illusions; reality can be attained only by someone who is detached.
Simone Weil

Software

Tableau

Power BI

Microsoft Excel

Powerpoint

SQL

Microsoft Office Suite

Languages

English
Native or Bilingual
Cambodian
Native or Bilingual

Interests

Travel

Cooking

Outdoor Recreation

Vannary KrochBusiness Analyst