Steven Gerstley

About Steven Gerstley

Experienced Senior Business Process Analyst with a demonstrated history of working in the…

Experience

1. Senior Business Process Effectiveness Analyst

   Comcast

   Jun 2019 — Present · Philadelphia, PA, US

   Proactively identified, prioritized, and conduct analysis that drives meaningful change on KPIs and critical business metrics and objectives established by corporate and sales channel leadership.• Leveraged analytical background to determine areas of opportunities to the current data and reporting structures and make recommendations for improvement to meet business needs.• Evaluated, queried, extracted and joined together large data sets within Einstein Analytics and Teradata to uncover actionable insights and resolve complex user incidents.• Prepared and presented easy to follow & succinct documents, reports, slide decks and presentations summarizing findings/insights and actions for senior leadership and sales channels.• Provides analytical and statistical support through daily, weekly and monthly escalation trend reporting; develops process improvement recommendations based on escalations trending.• Oversaw and directed workshops, knowledge transfers and training sessions and served as primary corporate point of contact and Salesforce SME to regionally based Salesforce Administrators, data analysts and support professionals.• Responsible for managing various cases within SFDC, ServiceNow, and other incident management systems needed for reporting utilized by 16k+ frontline sales users, regional/divisional analyst and corporate leaders.• Ensured accuracy of data through partnerships with team members. Provided day-to-day validation and spot checks.• Collaborated with business product owners and end users to identify best practices and user experience enhancements.• Served as primary point of contact for Salesforce, data, compensation and reporting escalations and worked directly with the field to analyze and resolve escalations.• Quantitatively evaluated and recommended action plans, based on all operational reporting and analysis in order to enhance the customer experience and drive operational efficiencies.

Education

• Widener University

  Bachelor of Science (BS)

  2006 — 2010

Skills

• Leadership
• Business Process
• Vendor Management
• Account Management
• Databases
• Sql
• Hud
• Powerpoint
• Microsoft Excel
• Management
• Salesforce.com Administration
• Amazon Web Services (Aws)
• Technical Analysis
• Customer Service
• Business Analysis
• Property Management
• Paas
• Salesforce.com Development
• Cloud Computing
• Salesforce.com
• Networking
• Microsoft Word
• Microsoft Office