Hailey Rautanen
Plano,TX
Summary
Forward-thinking and results-oriented Customer Experience Analyst professional with a proven track record of leveraging data-driven insights to enhance customer satisfaction and drive business growth. Passion for analyzing customer feedback, identifying trends, and implementing strategic initiatives to optimize the customer journey. Skilled in utilizing advanced analytics tools and techniques to uncover actionable insights and improve operational efficiency. Proficient in designing, developing, and delivering comprehensive analysis and reports that can be easily interpreted and understood by a non-analytical audience. Committed to delivering exceptional customer experiences through continuous improvement and collaboration across teams.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Store Consumer Insights Analyst
Kohl's
05.2022 - Current
- Analyze customer feedback data from various sources, including surveys, reviews, and social media platforms, to identify areas for improvement in the in-store experience.
- Collaborate with store managers and frontline staff to develop action plans and initiatives aimed at addressing customer pain points and enhancing service quality resulting in a 2-4% OSAT increase YoY.
- Monitor key performance indicators (KPIs) related to customer satisfaction, sales, and operational efficiency, and provided regular reports and updates to management.
- Contribute to the design and implementation of customer-centric policies, procedures, and training programs to empower employees and foster a culture of service excellence, increasing user engagement by 37%.
- Partner with technology leaders, operational teams, and vendor management to launch expanded Medallia platform capabilities and survey experiences that drive user engagement saving the company 40 support hours yearly.
Senior Operations Analyst
JPMorgan Chase
06.2020 - 05.2022
- Analyzed home lending operations, processes, and performance metrics to identify areas for improvement and optimization.
- Monitored key performance indicators (KPIs) and provided regular updates on project status, milestones, and potential risks.
- Conducted in-depth data analysis using Tableau, Excel, and business intelligence tools to extract actionable insights and trends.
- Created and managed operational databases to store, track, and export data on industry and consumer behavior.
- Trained team members on dashboard creation, data analysis, and report presentation to the Senior Leadership level.
Non-Commissioned Officer
WI Army National Guard
08.2014 - 08.2020
- Managed and trained eight team members, leading to increased professional development, retention rates, and operational readiness.
- Analyzed complex information, presented findings, and proposed recommendations based on insights to executive leadership and other stakeholders with clarity and conciseness.
- Performed daily operations of Company B, Readiness and Retention Unit to include trainings, pay, business planning for the fiscal year and other administrative duties.
- Prepared and submitted detailed reports and analysis regarding assignments and ongoing missions.
- Deployed for 1 year to an austere environment as a section leader maintaining fire direction control and security for other units through various missions.
Premier, Private, Business Customer Specialist
BMO Harris Bank
07.2019 - 06.2020
- Leveraged technology to improve efficiency and effectiveness of existing processes, leading to profitable sales opportunities.
- Established and maintained meaningful connections with partners, business development managers, industry specialty teams, and customers to build sales and referral opportunities.
- Identified and recommended workflow process alternatives to leadership and other key internal stakeholders that led to improved efficiency and increased service levels.
- Provided superior financial services for high-net-worth clients through listening and analyzing consumer insight behaviors to recommend relevant products and services that aligned.
Education
Master of Arts - Accounting & Entrepreneurship/Innovation
Concordia University Wisconsin
Mequon, WIBachelor of Arts - Business Management
Concordia University Wisconsin
Mequon, WI02.2020
Bachelor of Science - Accounting
Concordia University Wisconsin
Mequon, WI02.2020
Skills
- Statistical Analysis
- Voice of the Customer
- Program Management
- KPI Analysis
- People Management
- Strategic Planning
- Team Collaboration and Leadership
- Data and Trend Forecasting
- Data Visualization
- Python & SQL
- CRM Systems
- Business Acumen
Certification
- Customer Experience Professional, Medallia
- Text Analytics Admin, Medallia
Achievements
- BMO Harris Bank Spotlight Award
- Army Commendation Medal
- Army Achievement Medal
- Army Distinguished Honor Grad
Affiliations
- Employee Engagement Council Facilitator
- Women For MACC Fund Volunteer
- Kohl's Women BRG Member
- Kohl's Veteran BRG Member
Timeline
Store Consumer Insights Analyst
Kohl's
05.2022 - Current
Senior Operations Analyst
JPMorgan Chase
06.2020 - 05.2022
Premier, Private, Business Customer Specialist
BMO Harris Bank
07.2019 - 06.2020
Non-Commissioned Officer
WI Army National Guard
08.2014 - 08.2020
Master of Arts - Accounting & Entrepreneurship/Innovation
Concordia University Wisconsin
Bachelor of Arts - Business Management
Concordia University Wisconsin
Bachelor of Science - Accounting
Concordia University Wisconsin
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