Data Analytics Vice President

SHANDI LARUE

Yukon, Ok *****

405-***-**** - ad5t3c@r.postjobfree.com

Career Summary

Seeking a position where my management, training execution and analytical abilities translate to concrete results and professional growth potential. With a high aptitude for quickly mastering technologies and internalizing processes, I have performed at a high level in multiple positions, acquiring complex problem-solving skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Strong background in data analytics and reporting with over 19 years or demonstrated success with Sprint and Dell Technologies.

professional experience

12/2019 to 3/2024

Quality Lead Enterprise

Dell Technologies – Oklahoma City, OK

Utilize Microsoft Excel, Power BI and Tableau reporting tools for data analytics to ensure all Key Performance Indicators (KPIs) were met, providing direct reports to department Directors and Vice President level decision makers.

Decreased average customer handling time by 27% through direct analysis and application of warranty and contract data, with emphasis on part and labor costs.

Identified and provided coaching for behaviors related to business KPIs to drive positive customer experience and employee growth and retention.

Quality Lead for a team of 18 that processed over 1900 more service incidents than any other team in the company due to direct managerial and coaching efforts.

Team Lead that processed over 3200 support incidents per month with more than 60% of the projects requiring only one point of contact for complete service resolution, lending to a higher than average cost savings and continued business.

Decreased repeat dispatch for customer services through analysis of individual employee performance with intentional and direct training plans.

District Lead Pro Support 1 supervisor for all corporate server issues. 100% success rate on enterprise wide resolution for multiple large scale contracts. including United Parcel Service (UPS) and Dalsey, Hillblom and Lynn (DHL).

Direct analytical efforts of logistics system for UPS on 2 and 4 hour part dispatch program, increased UPS success rate by 7% for district.

Led internal process improvement team that identified and trained bottom 20% of employee performers where direct coaching and induvial training plans turned 65% of those individuals into top company performers.

Selected to train inbound managers on quality control, best business practices and customer service relations.

05/2012 to 12/2019

Quality Lead, Client Solutions

Dell Technologies – Oklahoma City, OK

Lead Supervisor for laptop and desktop service repair contracts.

Led Danage Control team for Southwest Airlines resulting in quickest return to full operation rate and minimized company down time to lowest levels in region.

Support supervisor for Oklahoma City (OKC) Police Department and OKC Fire Department, kept all vital public service outlets at full operational status.

Analyze data and metrics via Power BI, Tableau and Excel to identify coaching opportunities and performance improvements derived from KPI metrics. This analysis directly resulted in repeat business with highest customer satisfaction.

Revised company policies and procedures to address deficiencies comprehensively and drive internal improvements.

Assessed quality control measures at systemic level to proactively identify non-conformances. This direct effort led to over 20,000 hours saved enterprise wide for Wal-Mart Industries.

09/2004 to 05/2012

Resolution Manager

Sprint, Inc – Oklahoma City, OK

Utilize reporting analytics to identify employee issues to coach behaviors related to performance metrics that resulted in high retention and increased production.

Completed Sprint Leadership Academy in preparation to manage team of employees through metric analysis, professional behaviors and individual skill sets applicable to position duties and company goals.

Subject matter expert for all Sprint software billing tools, handling and resolving all escalation issues with direct internal feedback to minimize repeat occurrences.

Demonstrated ability to be a team player by taking on a variety of leadership roles including quality control and employee coaching.

Quality control lead for all cell tower related issues, identifying where the resolution points began, directing field team towards resolution path.

Skills

Proficient with data analytics including Excel, Power BI and Tableau

19 years of Quality Management

VxRail

Power Edge

Trend Analysis and Resolution

Executive Level Briefing

Exceptional written and oral communication skills

ITIL 4 Foundations course completion

ADP SME

MS Office Suite

VMware

Hardware / Software analyst

Supervisory Experience

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