Joseph Walsh

About Joseph Walsh

Innovative and experienced Business Intelligence & Analytics professional with expertise in contact center data and reporting technologies, metric development, and the use of fact-based analysis to drive change. I have a passion for leading the development of innovative solutions that provide our stakeholders with the tools they need to succeed.

Experience

1. Business Analytics Senior Manager

   Cigna Healthcare

   Dec 2013 — Present · Scranton, PA, US

   Leader of a high performing Business Intelligence & Analytics team made up of internal and contract employees focused on data management, data visualization, and application development in support of our stakeholders\' initiatives- Led the deployment of near real-time dashboards providing contact center statistics across multiple enterprise lines of business across Cigna\'s U.S. Commercial and Health Services (formerly Express Scripts) portfolios. Production of these dashboards required the compilation of data from multiple data sources via complex ETL processes to drive more timely insight into operations at the Senior and Executive leadership levels- Key subject matter expert on all contact center data assets utilized in the operation to provide timely and accurate reporting and analytics centered on operational excellence, performance guarantee and service level agreement reporting, and workforce management/capacity planning analytics- Under my leadership, the team has deployed some of the most heavily utilized and effective Tableau-based dashboards across the enterprise, including an award-winning Contact Center Management Operating System (MOS). These dashboards are presented at multiple levels of the organization, from contact center advocates up to C-Suite leadership- Led the development and deployment of a centralized contact center data warehouse and centralized data model that is now utilized across both U.S Commercial and Legacy Express Scripts lines of business- Constantly drive innovation in the tools and technologies used in data visualization and data management, promoting the use of both out-of-the box and open source tools.

Education

• Penn State University

  BS, Health Planning and Administration

Skills

• Process Improvement
• Call Centers
• Vendor Management
• Microsoft Sql Server
• Visio
• Call Center
• Cisco Technologies
• Project Management
• Business Intelligence
• Data Analysis
• Contact Centers
• Ssis
• Customer Satisfaction
• Sharepoint
• Enterprise Software
• Business Analysis
• Analysis
• Microsoft Office
• Microsoft Excel
• Analytics
• Software Documentation
• Access
• Workforce Management
• Access Database