Summary
Overview
Work History
Skills
Timeline
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Victoria Reed

Houston,TX

Summary

Motivated analyst with 9 years of experience in driving process improvements and enhancing end-user experiences through data-driven strategies. Expertise in process improvement, data analysis, systems analysis, and acceptance testing, with a strong focus on precision and a willingness to delve into intricate procedures for analysis. Passionate about leveraging analytical skills to foster continuous improvements and deliver exceptional customer experiences.

Overview

9
9
years of professional experience

Work History

Associate Analyst

Tailored Brands
Houston, TX
06.2022 - Current
  • Acts as a technology subject matter expert and liaison, validating and communicating business requirements for product deployments for cross-functional teams and for customers.
  • Administered contact center technologies to enhance performance, overseeing vendor relationships for effective management.
  • Define, maintain and enhance contact center staffing models for budget and performance review.
  • Developed and oversaw deployment of Salesforce enhancements to schema and user interfaces, optimizing reporting functionality and improving business operations efficiency.
  • Created and maintained reports that provided key insights promoting data-driven improvements to customer experience.

Contact Center Trainer

Tailored Brands
Houston, TX
08.2018 - 06.2022
  • Promoted to trainer from agent within 2 years, showcasing strong business acumen and leadership skills.
  • Implemented innovative training methods, significantly boosting employee retention and decreasing attrition rate.
  • Managed training schedules and technologies, optimizing operational efficiency, and reducing labor costs.
  • Developed trainer competency metrics, providing measurable insights into training success.
  • Conducted detailed performance evaluations, identifying key areas for improvement for teams of 15+ members.

Communications Director

Freelife Outdoor Photography
Houston, TX
08.2017 - 07.2018
  • Established company brand on social platforms, boosting engagement by 25%, enhancing visibility.
  • Created digital and print content aligned with shareholder vision, driving cohesive brand messaging.
  • Developed and managed a communications plan, significantly increasing brand awareness and engagement.
  • Analyzed financial reports to recommend changes, leading to increased revenue through strategic product offerings.

Customer Service Representative

Progressive
Austin, TX
05.2015 - 01.2017
  • Maintained knowledge on regulations in 46 states for different property types, providing precise and customized solutions in challenging situations.
  • Promoted customer retention through proactive policy education and personalized service strategies.
  • Conducted meticulous reviews of customer policies, identifying and rectifying discrepancies to maintain data integrity and accuracy.

Skills

  • Process Improvement
  • Process Documentation
  • Acceptance Testing
  • Data Analysis
  • System Analysis

Timeline

Associate Analyst

Tailored Brands
06.2022 - Current

Contact Center Trainer

Tailored Brands
08.2018 - 06.2022

Communications Director

Freelife Outdoor Photography
08.2017 - 07.2018

Customer Service Representative

Progressive
05.2015 - 01.2017

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Victoria Reed