Customer Service Digital Marketing

KRISHNA LALA, MS

New York, NY • 516-***-**** • ********@*****.*** • linkedin.com/in/klala

Objective

Result driven analytics professional with a background in customer service and marketing analytics who drives company growth through data supported strategies and cross-functional collaboration. Skilled at analyzing consumer insights, data trends and business performance metrics through data visualization tools.

Skills

Languages: SQL, LookML, Java, Visual Basic, Base SAS, Basic Python

Analytics & Business Tools: Tableau, Microsoft Office Applications, Looker, CRM, Dataiku, PowerBI, Snowflake, BigQuery, Dataform, Monkey Learn, Google Analytics, Adobe Analytics, Optimizely, Adobe Analytics, Telium, Sigma

Job Skills: Data Visualization, Data Literacy, Data Modeling, Cross-functional Collaboration, Strategic Decision Making, Data Management, People Performance Management, Business Process Improvement, Decision Science, Product Management, Strategy Improvement

Strengths: SaaS Platform Analytics, Retail & E-Commerce Marketing Analytics, Direct-To-Consumer, Business Intelligence, Performance Analysis & Oversight, Quantitative/Qualitative Analysis, Segmentation Analysis, Operational Analytics, Digital Marketing, Customer Service, Call Center Analytics, Consumer Insights, Ad-Hoc Analysis, Forecasting, Quality Assurance Analytics, Reporting, Consulting

Certifications: Tableau Essential Training, Data Science Fundamentals: Foundations, Duarte Data Storytelling, Digital Marketing Analytics, Google Data Analysis

Professional Experience

Taro Pharmaceuticals Hawthorne, NY

Analytics Manager, Alchemee Direct-to-Consumer November 2023 – Present

●Successfully managed the Analytics Direct-to-Consumer team, fostering a collaborative environment and driving high-performance standards.

●Partnered effectively with IT and Product Management teams, ensuring alignment of business needs with technical capabilities to develop insightful reports.

●Oversaw the development and maintenance of the ETL (Extract, Transform, Load) pipeline, ensuring efficient data flow and integrity.

●Utilized DBT (Data Build Tool) for advanced data modeling, streamlining data management processes and improving data quality.

●Managed AWS infrastructure including S3 buckets, Lambda functions, and Redshift, optimizing cloud storage and computing for enhanced data processing.

●Directed the pixel process in Tealium, enhancing web analytics capabilities and improving tracking accuracy across digital platforms.

●Spearheaded the redesign of the UTM (Urchin Tracking Module) structure for the enterprise, resulting in more accurate and insightful tracking of marketing campaigns.

●Created and presented compelling data visualizations, effectively communicating insights that informed key business decisions.

●Developed a self-serve data reporting structure using Sigma, significantly increasing stakeholder access to data and facilitating faster, data-driven decision making.

Freelance – Sole Proprietor New York, NY

Data Analytics and Strategy Consultant January 2023 – October 2023

●Worked with various Direct-to-consumer companies to streamline marketing analytics efforts

●Migrated reporting and data visualizations from Tableau to Looker

●Utilized Google Cloud Platform and Google BigQuery to clean and parse data

●Communicated cross-functionally within Direct-to-Consumer organizations to establish KPIs and trackable metrics

●Centralized data pipelines with data engineers to centralize data sources to Snowflake data warehouse

●Built a self-serve style data reporting structure using Looker and LookML to help stakeholders reach data faster

St. John’s University New York, NY

Adjunct Professor August 2022 – Present

●Instruct and mentor students in two courses- Database Management Systems and Programming II in Java- fostering a supportive and enriching learning environment

●Engaged member of the Information Technology advisory board, providing invaluable guidance on curriculum enhancements to ensure up-to-date real-world practices and delivering unparalleled program quality compared to other institutions.

●Collaboratively support the College of Professional Studies at St. John's University as a vital liaison between ABET and the Computing Accreditation Commission, offering alumni expertise to ensure accreditation and ongoing excellence in computing education.

●Developed comprehensive lesson plans, led program design initiatives, and facilitated real-world projects, equipping students with practical experiences to enhance their resumes throughout the semester.

Pliancy LLC New York, NY

Analytics Engineer April 2022 – November 2022

●Optimized data layer for long-term efficiency and reproducible analyses for company maturity

●Maintained and updated the analytics layer of the company data environment to standardize data and allow for data to be easily accessible enterprise wide

●Contributed to the optimization, documentation, testing and tooling efforts aimed at improving data quality and empowering the SaaS product

●Managed multiple projects utilizing the CRISP DM Project Management structure to better inform project stakeholders about progress and expectations of deliverables

●Defined and developed high-level Key Performance Indicators to create benchmarks to define the overall business

●Developed and designed compelling data visualizations to present to stakeholders

●Assisted Data Cloud Architect and Data Engineer in creating a user-friendly Looker environment for more efficient data querying for non-technical users

●Collaborated with the Professional Services organization to identify areas of opportunity in the workforce frontlines and assisted with data to help create a smoother workflow

●Collaborates with both customers and teammates to identify key use cases and define the requirements that go with them

●Provide thought leadership, best practices, and standards for designing and implementing scalable data analytics solutions

●Worked with the Head of Product to identify areas of opportunity to create test environments

●Utilized BigQuery and Dataform to create complex data structures to improve the Looker environment

●Communicated data insights to project stakeholders

●Built and provided leadership metrics with calculated benchmarks

●Cross-collaborated with all teams across the enterprise and managed their data needs

●Assisted communications team with Marketing Analytics project geared towards company awareness and future recruiting tactics

●Lead a company employee resource group geared towards women empowerment

●Participated in the company’s Diversity Equity Inclusion and Belonging committee

The Clorox Company – Direct-To-Consumer New York, NY

Associate Manager of Analytics April 2020 – March 2022

●Proactively uses SQL to mine data, surface insights and tie results to actionable business recommendations.

●Packages insights into visual stories using Looker that are presented to marketing teams, leadership, and other functional teams.

●Created reproducible work products to build a library of analytical capabilities that can be used cross functionally throughout the organization using Looker and Dataiku.

●Owns the reports/measurement solutions used for marketing teams to align on key metrics, spend and performance.

●Scopes deep-dive analysis projects with marketing stakeholders, product developers and merchandising partners.

●Mines existing marketing and customer data to uncover broader trends and understands how activity is driving business results beyond weekly optimizations.

●Performs various ad-hoc analyses to identify root causes and interpret key business drivers.

●Presents key findings from analytical projects to stakeholders across The Clorox Company enterprise.

Pfizer Consumer Healthcare & Walmart.com Hoboken, NJ

Marketing Insights Manager March 2019 – December 2019

●Provided business intelligence support and operational leadership in managing the retail and e-commerce account of Pfizer Consumer Healthcare and delivered consultancy services to Walmart.com & Jet.com.

●Streamlined processes for recording, tracking, and reporting of business activities to produce accurate and consistent data reports/interpretations to assist the client in developing sales/marketing strategies.

●Coordinated with vendors and retailers to augment the sales, administration, and distribution of 500+ SKUs classified as over the counter, pain relief, vitamins & supplements, beauty, and personal care products.

●Created a multi-channel Point-of-Sales, revenue report, and sales forecast for a 2-year period, assisting the PCH team in tracking KPI’s and annual targets while providing visualization of performance on a weekly and monthly basis.

●Collaborated with cross-functional teams to generate campaign performance reports—measuring marketing efforts to allow business executives to make sound decisions based on conversion of sales using Tableau.

●Provided sustainable recommendations to enhance business operations based on the quantitative/qualitative analysis of Supply Chain data for both retailer and vendor.

1-800-Flowers.com Carle Place, NY

Manager, Operational Analytics July 2017 – March 2019

●Developed scalable solutions for ongoing KPI metrics, reports, dashboards, and analysis to support business needs.

●Collated relevant data on credits and revenue metrics, generated performance updates for the Chief Executive Officer, and conducted trend analysis to classify areas of improvements for stronger results.

●Reviewed and analyzed performance data to measure productivity, track goal progress, and monitor activity levels of customer service through real-time monitoring of queues/routing of calls.

●Strengthened processes and redesigned workflows, addressing current demands and anticipating future expansion.

●Partnered with the operations team to improve KPIs, enhancing the organization’s cross-functional capability.

●Redesigned Customer Satisfaction Scoring reports by defining new metrics via SAS to provide an accurate tiered scoring system for agents which directly improved the overall service quality score from 7.2/10 to 8.3/10, and lead to an increase in call center employee morale throughout all 7 offshore business partners.

Manager, Reporting Operations & Data Analytics September 2016 – July 2017

●Directed a highly skilled team of analysts who review a large volume of data to provide insights to key stakeholders and evaluate opportunities to develop proficiencies for maximum impact across the organization.

●Collaborated with offshore business partners and workforce management team to design, develop, and implement allocation tools/guides for adequate scheduling and staffing.

●Transitioned the customer service tool from Avaya to NICE-InContact while assisting the end-users in navigating the new system, as well as analyzing real-time and historical reports to track the call center metrics.

●Provided timely feedback on contact-center employee performance to strengthen training guides which improved Customer Service Inquiry call times by 30 seconds.

●Utilized data analytics tools, such as SAS and Microsoft Excel, to respond promptly to urgent, analytical escalations and various inter-departmental ad-hoc requests.

Operations & Reporting Analyst November 2015 – September 2016

●Extracted, generated, and delivered full lifecycle routine, as well as ad-hoc reports for financial results, customer service enterprise, call center, and agent data utilizing SAS, Microsoft Access, and Excel.

●Structured complex queries, merging extensive data from multiple sources to develop customized performance reports for call center business operations, including performance evaluations, conversion rates, and cumulative customer satisfaction ratings which all contributed to the increase in the contact center’s overall performance.

●Interfaced directly with managers to gather reporting requirements, fulfill ad-hoc requests, and evaluate existing reporting processes to improve the systems and procedures for new requests.

Education

Massachusetts Institute of Technology Cambridge, MA

Certificate of Completion, Digital Marketing Analytics February 2022

Stevens Institute of Technology Hoboken, NJ

Master of Science, Management Information Systems Graduate Certificate, Business Intelligence & Analytics May 2019

St. John's University Jamaica, NY

Bachelor of Science in Information Technology Minor: Business Administration July 2015

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