Courtney Williams

About Courtney Williams

Astute Business Analytics professional that loves to tell stories with data. Research and investigate issues as well as analyze business portfolio performance to provide insights and drive recommendations through statistical analysis and data visualizations.

Experience

1. Sr Business Intelligence Analyst

   Eaton

   Jul 2021 — Present · Moon, PA, US

   Lead efforts to deliver world-class insights to EatonCare and PMO teams. Responsible for further development and maintenance of the self-service project management and customer support analytics tool (a Power BI application). Extracted insights from Salesforce closed opportunities using the Azure OpenAI LLM model, with data preparation and cleaning performed in Dataiku. Ingested data from the Snowflake business domain layer and output enriched results back into Snowflake for consumption in a Power BI report. This enabled identification of win/loss drivers, competitor mentions, and customer behavior—informing future sales strategies and replicating successful outcomes.Designed and deployed an AI model using TensorFlow (BERT + RNN) to help Customer Service Representatives prioritize Salesforce cases, promoting proactive case management and boosting customer satisfaction.Automate the submission and approval pipeline of the budget request for Orders Entered via the robotic process automation (RPA) capability in Power Automate and Microsoft Forms. Creating an approval audit trail history for analytics around sales credit per line items, additional insights for price negotiations, and providing data to help mitigate sales risk around site issues.Created a historical lead time analytics report for standard part orders, enabling precise communication of delivery expectations and backlog trend analysis.Led training initiatives for BI developers on GitHub version control and Power BI deployment pipelines, streamlining development cycles and enhancing team collaboration.Developed a proof-of-concept for Email SLA tracking using Outlook VBA scripts, RPA automation, and Power BI cloud integration to monitor and improve customer service responsiveness.Built an anomaly detection model in Python, integrated into Power BI, to identify invalid survey responses in Voice of Customer feedback—ensuring accurate Net Promoter Score and Customer Effort metrics.

Education

• University of Pittsburgh Katz Graduate School of Business

  Master of Business Administration (MBA), Finance

  2014 — 2017

• Florida Atlantic University

  Bachelor, Accounting

  2004 — 2010

Skills

• Oracle Discoverer
• Cash Flow
• R
• Financial Statements
• Cognos
• Forecasting
• Team Building
• Management
• Gaap
• Financial Analysis
• Linear Programming
• Team Leadership
• Accounting
• Data Analysis
• Peoplesoft
• Microsoft Office
• Microsoft Office 2007
• Sql
• Accounts Receivable
• Customer Service
• Generally Accepted Accounting Principles (Gaap)
• Sharepoint
• Analysis
• Public Speaking
• Finance
• Powerpoint
• Microsoft Excel
• Access
• Internal Controls
• Linear Regression
• Quickbooks
• Text Mining
• Python