Melissa Sions
- Role
- Analytics Lead, Voice of Customer at Con Edison
- Location
- Brooklyn, NY, US
- LinkedIn followers
- 500 followers
Experience
Analytics Lead, Voice of Customer
Jul 2023 — Present
Program development: first hire for the development of a dedicated Voice of Customer capability within the Customer Experience Center of Excellence, tasked with auditing the present maturity level of VoC activity across Customer Operations, meeting with internal stakeholders to identify gaps and potential opportunities for collaboration, and developing roadmaps and strategic pillars - Subject matter expertise: proactively growing our team\'s knowledge base on VoC by conducting research on best-in-class programs and benchmarks within utilities and across industries - Analytics support: primary point of contact for development of customer feedback surveys through Qualtrics, and owner of Daily Post Transaction (DPT) survey weekly snapshots, providing insights on recent changes to customer sentiment via the post-transaction survey
Skills
- Writing
- Css3
- Social Sciences
- Html 5
- Web Analytics
- Survey Research
- Analytics
- Crm Databases
- Copywriting
- Email Marketing
- Data Analysis
- Qualitative Research
- Power Bi
- Survey Design
- Microsoft Excel
- Proofreading
- Sql
- Tableau
- Data Visualization
- Editing
- Python
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