Business Intelligence & Analytics Leader

Christopher Hooks

***** ***** ***** ****** ****, North Carolina 27517 919-***-****

***********************@*****.***

PROFESSIONAL SUMMARY

Business intelligence and analytics leader with deep experience turning complex data into practical, executive-ready insight. Proven history supporting tax, SaaS, and workforce management organizations with reporting, performance analysis, and decision support. Comfortable moving between hands-on SQL and BI work, stakeholder conversations, and strategic planning. Known for being calm under pressure, highly client-focused, and able to explain technical findings in clear business language.

PROFESSIONAL EXPERIENCE

Performance Analyst – TurboTax Business

Intuit · Remote · Jan 2025 – Present

• Monitor daily and weekly performance metrics for TurboTax Business experts, including handle time, quality, adherence, and customer satisfaction.

• Build and maintain reporting views and performance scorecards that help leaders quickly spot trends, outliers, and coaching opportunities.

• Analyze customer interactions and case outcomes to identify patterns that affect resolution rates, repeat contacts, and overall service quality.

• Partner with operations leaders, workforce management, and training to recommend process changes that improve productivity and client experience.

• Support seasonal planning by reviewing historical volume, staffing levels, and performance data to guide scheduling and capacity decisions.

• Provide performance insights and summary readouts to leadership, translating data into clear recommendations for action.

Business Intelligence & Advanced Analytics Consultant – Professional Services Arcoro · Full-time · Remote · Apr 2024 – Present

• Design and implement SQL-based data models and reusable report templates to support Arcoro Advanced Analytics across multiple product lines.

• Translate customer questions into clear reporting requirements, then build dashboards, visualizations, and detailed reports that answer those questions directly.

• Lead training sessions and working sessions with clients, showing users how to navigate dashboards, filter data, and interpret key metrics.

• Work closely with Product, Engineering, and Customer Success to prioritize analytics enhancements that reduce manual reporting and increase adoption.

• Manage professional services engagements from scoping through delivery, ensuring timelines, expectations, and deliverables are clearly defined and met.

• Act as a trusted advisor for HR and operations leaders, helping them use workforce and compliance data to make better staffing and performance decisions. Strategic Business Consultant – Practice Development Independent Consultant · Contract · Remote · Oct 2023 – Apr 2024

• Advised a growing practice on how to organize its client pipeline, intake processes, and service delivery using simple dashboards and performance measures.

• Introduced basic BI concepts and tools to help leadership track revenue, client retention, referrals, and marketing performance.

• Helped define a scalable operating model, including role clarity, process documentation, and simple reporting routines for weekly and monthly reviews.

• Supported executive decision-making by consolidating financial, operational, and client data into concise, easy-to-read summaries.

Senior Program Manager, Data Analytics

Avalara · Full-time · Remote · Mar 2022 – Oct 2023

• Led the analytics work for the launch and growth of a SaaS product, using customer and usage data to inform roadmap decisions and go-to-market strategy.

• Introduced new reporting views and dashboards that gave leadership better visibility into product adoption, churn risk, and customer health.

• Partnered with engineering, product, and sales to design experiments and measure outcomes, improving time-to-value for new customers.

• Promoted a culture of experimentation and continuous learning around analytics, helping non-technical stakeholders gain comfort with data. Senior Program Manager, Data Analytics

Avalara · Full-time · Remote · Mar 2021 – Jan 2022

• Oversaw a digital transformation initiative that relied heavily on data to reprioritize work, streamline processes, and reduce cycle times.

• Developed executive-ready reporting on project status, risks, and outcomes that combined narrative, visuals, and key metrics.

• Facilitated stakeholder workshops to review data findings, align on priorities, and secure support for key decisions.

Senior Program Manager, Data Analytics

Avalara · Full-time · Remote · Jan 2020 – Jan 2021

• Managed a high-visibility turnaround program, using analytics to re-sequence work and reallocate resources, allowing key milestones to be met ahead of schedule.

• Built risk and issue tracking frameworks supported by data, improving the visibility of blockers and their impact on timelines and cost.

• Created performance dashboards that gave leadership a reliable view of progress across multiple workstreams.

Senior Program Manager, Data Analytics

Avalara · Full-time · Remote · Aug 2015 – Aug 2019

• Managed a portfolio of projects focused on improving tax compliance and reporting workflows for enterprise customers.

• Coordinated cross-functional teams and used analytics to inform budget allocation, delivery sequencing, and staffing needs.

• Conducted market and customer research, translating findings into actionable recommendations for new products and enhancements.

• Launched a mentorship initiative to support developing leaders with an interest in analytics, reporting, and data-driven decision-making.

EDUCATION

B.A., Business Administration – Pace University, New York TECHNICAL & PROFESSIONAL SKILLS

Business Intelligence & Analytics: SQL, data modeling, dashboard design, KPI development, and performance reporting.

Tools: Microsoft SQL Server, Tableau, Power BI, Excel (advanced), Salesforce CRM, and standard Microsoft Office applications.

Methods & Delivery: Project and program management, Agile and Waterfall methodologies, requirements gathering, and executive reporting.

Finance & Operations: FP&A; concepts, revenue cycle awareness, forecasting, and risk and resource management.

Leadership & Collaboration: Stakeholder engagement, cross-functional collaboration, mentoring, and communication with both technical and non-technical audiences.

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