Heidi Wagner
Reporting & Analytics
- Role
- Senior Manager, Reporting & Analytics at AT&T
- Location
- Garden City, ID, US
- LinkedIn followers
- 500 followers
About Heidi Wagner
Experienced in all levels of quantitative analysis, reporting, database marketing…
Experience
Senior Manager, Reporting & Analytics
Mar 2008 — Present · Boise, ID, US
Responsible for various reporting and analytic projects to drive operational performance across multiple call types, locations, and teams Acted as key point of contact for call leadership within the analytic organization to ensure relationship building, business execution, goal setting, performance reporting, and project management Delivered ad-hoc analyses including monthly ranking systems, incentive plans, performance-to-target calculations, trending, and drivers of key performance indicators Built impact analyses to explain improvement and degradation for callbacks, transfers, volume, handle time, and customer survey results Developed integrated performance and compliance tracking for call center staff including agents, team leaders, team managers, and site leadership Participated in cross-functional teams for metric and application development, technology initiatives, and consolidation of reporting across multiple business lines Responsible for quality checks of key information and data across multiple systems and applications
Skills
- Access
- Database Marketing
- Online Advertising
- Analytics
- Project Management
- E-Commerce
- Sql
- Financial Services
- Analysis
- Strategy
- Call Center
- Market Research
- Segmentation
- Direct Marketing
- Databases
- Web Analytics
- Customer Experience
- Team Leadership
- Management
- Process Improvement
- Call Centers
- Competitive Analysis
- Strategic Partnerships
- Budgets
- Marketing
- Leadership
- Team Building
- Business Analysis
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