Business Intelligence Analyst

Alisa Merrill

Business Intelligence Analyst

+1-480-***-**** ************@*****.*** Gilbert, Arizona, 85295 Open to Remote, Hybrid, On-Site LinkedIn SUMMARY

Results-oriented Business Analyst with 18+ years of experience optimizing business processes through strategic data analytics, now targeting the role of Business Intelligence Analyst. Demonstrated expertise in CRM system enhancement, A/B testing, and data migration, including a successful transition from a custom CRM to Salesforce, resulting in a 20% increase in customer satisfaction scores (CSAT) and a 3-minute reduction per agent interaction. Proficient in SQL and database management, adept at delivering actionable insights through dashboards created with Tableau, Power BI, and SharePoint. Skilled in Python and .NET, with a strong focus on enhancing business strategy effectiveness. EXPERIENCE

Business Analyst

Albertsons Companies, Inc.

Jul '07 — Feb '25

Phoenix

Gathered, processed, and analyzed data from various sources to identify trends, patterns, and anomalies. Developed and maintained reports and dashboards that visualized key performance indicators (KPIs) and other relevant metrics. Effectively communicated findings and recommendations to stakeholders through presentations, reports, and other communication channels. Collaborated with cross-functional teams to understand business needs and align their work with overall business objectives

Utilized data analytics to shape strategic decision-making and enhance business processes at Albertsons Companies. Improved CRM systems by assessing user requirements, integrating advanced features, organizing and sanitizing data, and providing targeted training, which led to increased user satisfaction and data integrity. Delivered insightful reports that supported leadership and teams in making informed decisions throughout the organization.

Directed the data migration journey from Teradata to Snowflake and further to GCP/UDP, guaranteeing data integrity and adherence to CCPA and PlI security standards.

Successfully transitioned from Legacy Custom CRM to Salesforce, streamlining business operations. Defined requirements and validated data for Generative Al projects, such as Conversational IVR and Chatbot migrations. Created insightful dashboards and reports tracking customer support interactions across multiple channels, including Phone, Email, Chat, and Social Media platforms.

Developed and upheld custom databases housing essential call center performance metrics. Crafted intricate SQL queries to monitor key performance indicators, comparing targeted goals against actual outcomes, agent performance evaluations, and generating impactful summaries. Designed intuitive user interfaces using OutSystems and .NET to facilitate access to vital data and automated reporting. EDUCATION

Masters in Computer Information Systems, University of Arizona Global Campus 2022 — 2025

Online

Acquired skills in Agile Methodology and Project Management, emphasizing data-driven decision-making through Big Data Analytics and Database Modeling.

Mastered Network Design and UML Diagram as foundational components of system architecture, complemented by comprehensive learning in JavaScript and TCP/IP Protocols. Developed expertise in IT Strategic Planning, including Sprint Planning, Epics, User Stories, and compliance, supported by advanced database management knowledge.

Bachelors in Business Administration, University of Phoenix 2008 — 2010

Online

Completed comprehensive coursework in Statistics, Business Management, and Global Marketing, equipping with analytical skills to assess and leverage market trends. Developed proficiency in SWOT Analysis and Business Modeling, facilitating strategic planning necessary for effective marketing management and business development.

Acquired expertise in Marketing Metrics and Business Plan creation, essential for evaluating business performance and driving market expansion initiatives.

SKILLS

Reporting Tools Power BI, SSRS, Report Builder, SAP Crystal Reports, MicroStrategy, Excel, DBeaver, DBVisualizer, SQL Server Integration Services (SSIS), Visual Studio .NET, Tableau, DAX, Power Query Database/Query Languages SQL Server, Azure, GCP, Snowflake, Oracle, IBM Informix, DB2, Teradata, SOQL, Standard SQL

Vendor/Software Cisco, Aspect ACD, Aspect Unified IP Software, Attensity, eGain, Calabrio, Sprinklr, OutSystems, NetSuite CRM, Salesforce, SAS, Essbase, QuickBooks, Qualtrics, JIRA, Confluence, LucidChart, Visio, Medallia, Sprout Social

Programming .NET, JavaScript, Python

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