Falonne Cassamajor
- Role
- Associate Business Analyst at Delta Air Lines
- Location
- New York, NY, US
- LinkedIn followers
- 500 followers
About Falonne Cassamajor
I\'m an Operations Process Improvement Specialist with 8+ years spent figuring out what\'s…
Experience
Associate Business Analyst
May 2017 — Present · New York, NY, US
Led business process improvement initiatives, leveraging data analysis and automation to streamline feedback collection and claims processing, reducing manual claim submission and resolution time by 30%.• Conducted root cause analysis on claims data, identifying trends and inefficiencies, and implementing corrective measures that led to a 15% improvement in customer experience.• Collaborated with key stakeholders and cross-functional teams to develop data-driven training programs, improving response strategies and increasing customer satisfaction scores by 15% within a year.• Designed and implemented customer issue resolution frameworks, utilizing data insights and predictive analytics to enhance first-call resolution rates and reduce escalations.• Managed and analyzed technical support case data for Amex Delta membership cards, providing strategic recommendations that improved stakeholder engagement and drove client growth.• Led business requirement gathering sessions, working closely with teams to identify pain points, optimize engagement strategies, and enhance customer experience through process automation and analytics-driven decision-making.
Education
Nassau Community College
Associate's degree
Salesforce Talent Alliance Career Cohorts
Trailhead Ranger
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