Eugene Martine

<p>Migration of Excel Dashboards to Power BI apps.<br>
Collaborate with different software organization for ongoing and new integration projects.<br>
Collaborate with Data Governance and Data Engineering Team on Azure (database) related concerns during Power BI projects.<br>
Discuss with stakeholders’ analysis and data findings.<br>
Collaborate & communicate effectively with client and internal teams to identify analytic objectives and approach for power bi projects.<br>
Document business and functional requirements for Power BI dashboards.<br>
Ad hoc - Extract data from client systems and write programming code required to clean, transform, analyze and visualize the resulting datasets.<br>
Conduct performance review for existing power bi dashboards.</p>

• Migration of Excel Dashboards to Power BI apps.
• Collaborate with different software organization for ongoing and new integration
projects.
• Collaborate with Data Governance and Data Engineering Team on Azure (database)
related concerns during Power BI projects.
• Discuss with stakeholders’ analysis and data findings.
• Collaborate & communicate effectively with client and internal teams to identify analytic
objectives and approach for power bi projects.
• Document business and functional requirements for Power BI dashboards.
• Ad hoc - Extract data from client systems and write programming code required to clean,
transform, analyze and visualize the resulting datasets.
• Conduct performance review for existing power bi dashboards.

<p>Lead and manage the program’s outage downtime process by working directly with technical team (network engineers and site ITs), workforce and client partners while securing complete documentation.<br>
Serves as point of contact for our client partners or Business Support/Operation Managers<br>
Create program’s ad-hoc reports and provide insights for performance<br>
Reports directly to Sr. Managers and Executive Leaders<br>
Manage the program’s system access or escalation related to work tools<br>
Leads the Customer Resolution Experts (CREs) in terms of their skill development and improvement of their cluster’s primary key metrics like First Call Resolution and Net Promoter Score<br>
Partners with Revenue Ambassador in for any new product launch or initiative<br>
Manage the program’s roster or hierarchy to ensure 100% accuracy in data both in Teletech and Client’s system.<br>
Manage compliance / hygiene metrics of the program.<br>
Overall process, policy and product POC.</p>

<p>Lead multiple teams and provide guidance to members, overseeing two lines of businesses and report directly to higher executives (Senior Managers and Executive Directors).<br>
Collect, analyze, and manage quantitative data, creating reports to lead business improvements and cost reductions.<br>
Conduct meetings with directors and senior executives to analyze and discuss operational opportunities and achievements and provide analytic recommendations to improve data quality and reporting pursuant with reaching our monthly goals and metrics.<br>
Analysis of client’s business operations to uncover areas of improvement and implement solutions to address future growth and requirements.</p>

<p>Oversaw and mentored different teams on service and technical lines of businesses.<br>
Analyzed data and created multiple reports discussing the trends of system issues tackled by the BOH Team on a weekly basis with Managers, Director and Client.<br>
Managed the system issue ticket volume for our telco account by making sure we address all tickets within the client and customer’s expectation to improve customer’s journey.</p>