Annie O.
Assoc Project Management Analyst | SQL, Tableau | Data Analytics | Visualization
- Role
- Assoc Project Management Analyst at Federal Express Corporation
- Location
- Memphis, TN, US
- LinkedIn followers
- 500 followers
Experience
Assoc Project Management Analyst
Oct 2024 — Present · Collierville, TN, US
Key responsibilities:Data Reporting & Analysis: Modify SQL queries to track misrouted cases, analyze counterfeit false positives, and provide performance insights for stakeholders.Warehouse Data Review: Use Excel to identify and remove outdated holds from the warehouse system, supporting data accuracy and workflow efficiency.Auditing & Data Accuracy: Conduct regular audits to verify data integrity and identify discrepancies.Quality & Productivity Reporting: Create monthly PowerPoint reports summarizing key quality and productivity metrics.Agent Support & Escalation: Meet bi-weekly with agents to discuss metric-related concerns and delays, and escalate unresolved issues when needed.MBR Co-Leadership: Co-lead the Monthly Business Review (MBR), contributing data insights to support broader business evaluations.Support Chat Co-Management: Co-manage a support chat used to follow up on case questions, clarify next steps, and communicate updates to agents.Knowledge Sharing & Collaboration: Collaborated to improve our audit process, including with Excel shortcuts to streamline workflow. Additionally, co-led training for another group of agents to enhance their collaboration and performance.Investigate and resolve aged or stagnant cases by coordinating with agents and partner teams to determine status and clear workflow queues.Successfully led a counterfeit false positive reduction project, including agent training and ongoing progress tracking to ensure timely case closure.
Education
Christian Brothers University
Bachelor of Arts - BA, Interdisciplinary Studies: Sustainability, Psychology
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