Lead Analyst, Consultant, and Experienced Change Leader
- Phoenix, Arizona Area
- Staffing and Recruiting
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Joshua on LinkedInDecember 14, 2015
درگذشت جدا نا بهنگام دکتر مریم میرزاخانی را به همه...
Machine learning in Staffing
Business process analyst, 10 years experience in analytics and process improvement for education, finance, media, and staffing. Consulting, web services, BI/CI, process improvement and project management.
Lead analyst for a top managed services provider, providing analysis on temporary and contingent labor programs, consulting to the program office, internal clients, and external sponsors.
LEAD ANALYST (July 2015 - Present)
Led processes change initiatives in the business analytics team.
Provide consultation across clients on data visualization, warehousing, and interpretation.
Led implementation of Microsoft Power BI, and expanded use of Power Query and Power Pivot.
Established myself as a subject matter expert in Microsoft BI tools and data visualization.
Conducted data validation efforts for data warehousing.
Developed ETL processes for large sets of data.
BUSINESS ANALYST (March 2014 - July 2015)
Managed five accounts across multiple industries: eCommerce, government scientific services, energy, IT staffing, and education.
Responsible for ensuring data accuracy for my clients, both in their overall reporting provided by Allegis and their management of data in their technology solution.
Provide insight on client trends and needs; perform deep-dive research on trends.
Assist with resolution of technology issues the client or program office may experience with their technology partners.
Integrate new data into our technology systems during client expansions.
Work with technology partners to assist the client.
Develop tools for program office and client benefit.
Developed standard training materials for our staff, and standard processes for data reporting.
Implemented new programs for clients, developing new reporting, gathering needs, determining technology assets, and completing data integration.
Recognized for bringing innovative ideas to our clients, streamlining reporting and analytics, and helping to develop standardized practices.
Providing consulting services to small businesses, non-profits, and hedge funds on:
• Business Intelligence Technologies
• Web Development
• Online Strategy
• Competitive Analysis
BUSINESS ANALYST (May 2010 - March 2014)
Business analyst for the largest university in the nation, serving a broad student base. Responsible for investigating university processes, finding areas of opportunity, developing new processes for business optimization, reporting on trends, and training staff.
Co-developing CRM applications for student management, including management of SQL servers, deployment of software builds, and collection of user stories.
Development of the reporting for the NICE Call Analytics system, converting voice feedback into actionable information. This tool was used to collect customer sentiment, track down particular calls, provide visibility into impacts of operations changes, and coach employees.
Developing reporting tools to improve data analysis, reduce costs, ensure data integrity, and automate processes.
Automation of customer contact points
Turning customer feedback into business improvement projects, converting detractors to promoters. Competitive analysis, benchmarking our organization's processes with others in our industry.
Product management of internal software and processes.
Training and performance management.
FINANCE COUNSELOR (April 2009 - May 2010)
Assisted students on receiving and managing financial aid.
Encouraged students to get through their degree program while also acting as a realist and advising students of their best options financially.
Worked to ensure financial processes were in compliance with federal regulations and company policies.
Recognized as a leader on my team, assisting managers and peers in processing information, understanding financial aid policies, and developing tools for certification.
Developed new contact techniques, creating greater efficiency in student management.
Developed applications to assist with managing students, resulting in better communication and the ability to recognize trends.
Responsible for providing retail bank customers with outstanding customer service along with cross selling our core product mix as part of an overall experience of world class service.
Resolved the needs of the customers call as well as identified other financial needs upon reviewing the customers total relationship with the bank.
Collaborated with our Project Delivery team as a usability analyst for a new release of Fiserv Aperio for the bank.
Trained other associates in using the company's systems and in bank policies.
Helped find innovative ways to help the bank be productive and provide better service our customers.
Achieved over $40 Million in sales.
Responsible for the direction the number one sports radio show in Arizona, the Gambo and Ash show. Operation of on-air console, airing commercials per program log, screening listener calls for talk programs. Responsible for managing the Arizona emergency alert system. Communicated and worked with show hosts, anchors and producers.
Operated the control board for studio and remote programming.
Regulated timing of programs, operated syndicated programming and commercials.
Off-air support of commercial production, dubbing music to hard disk and programming automation computers.
Performed on-air announcements or shifts as assigned.
Took transmitter readings and maintained transmitter logs.
Maintained up to four stations at once
Boosted the image of the stations and its clients through creative promotions, contests, and events.
Cultivated promotional ideas to keep the station in the forefront of listeners minds.
Corroborated with record label reps, promoters, and musicians at concerts and in-studio to make station events run smoothly.
Ran large promotions for the station, such as our appearance at Tempe Music Festival and Tempe Four of July.
Developed relationships with advertising clients and music promoters.
Identified areas for innovation in the station and the company overall, including leading Clear Channel's presentation of HD Radio to our listeners.
Managed a crew of technicians who would execute events.
Consulting work for a small but growing film company specializing in event films. Online strategy and branding.
- Team members:
CRM application for managing student interactions and financial aid clearance. This tool allowed for multiple advisors to work the same student base, collaborate, organize and disseminate work based on greatest need for contact (based on an automated process that checks the student's needs based on predetermined criteria). This tool was deployed to all finance advisors in the organization and a large number of other employees.
Developed a tool to automate the decision process for sending incoming students to the correct adviser to help them. This tool reduced wait times to before student contact, reduced incorrect routing, reduced manual input, and standardized the process in the organization.
- Team members:
Worked with our implementation team to deploy NICE Call Analytics on a large phone system. Worked to develop lists of keywords and call scripting to identify advisor actions and develop reporting on call sentiment. Developed ETL processes to integrate insights from NICE into customer sentiment analysis' and advisor task lists.
- Team members:
Undertook user acceptance testing for Fiserv's Aperio in a large scale banking environment. Ran test scripts to ensure that the product met expectations and was responsible for detecting problems with implementation. The project resulted in large scale operational improvements for the bank and better customer service.
- Team members:
- Power BI
- Data Analysis
- Process Improvement
- Business Process Improvement
- Project Management
- Business Analysis
- Social Media
- Higher Education
- Business Strategy
- Competitive Intelligence
- Student Financial Aid
- User Experience
- Operations Research
- Competitive Analysis
- Performance Management
- Event Management
- Process Analysis
- Voice of the Customer
- NICE Call Recording
- SharePoint Designer
- Visual Basic
- Has errors
Volunteer Experience & Causes
Produced the soundtrack for the Phoenix Zoo for ZooLights, a nightly light show during the holiday season which draws tens of thousands of viewers.
Causes Joshua cares about:
- Animal Welfare
- Science and Technology
- Social Services
Native or bilingual proficiency
University of Phoenix
- Principles Of EconomicsPrinciples Of Economics
- Business Information SystemsBusiness Information Systems
- Organizational Ethics And Social ResponsibilityOrganizational Ethics And Social Responsibility
- Principles Of AccountingPrinciples Of Accounting
- Business CommunicationsBusiness Communications
- Management: Theory, Practice And ApplicationManagement: Theory, Practice And Application
- Organizational Behavior And Group DynamicsOrganizational Behavior And Group Dynamics
- Critical Thinking: Strategies In Decision MakingCritical Thinking: Strategies In Decision Making
- Research And Evaluation IResearch And Evaluation I
- Research And Evaluation IIResearch And Evaluation II
- Business LawBusiness Law
- Finance For BusinessFinance For Business
- Integrated Business TopicsIntegrated Business Topics
- Survey Of Green And Sustainable BusinessSurvey Of Green And Sustainable Business
- Green And Sustainable Enterprise ManagementGreen And Sustainable Enterprise Management
- Business Sustainability StandardsBusiness Sustainability Standards
- The Sustainable OrganizationThe Sustainable Organization
- Sustainable Enterprise PlanningSustainable Enterprise Planning
- Corporate And Social ResponsibilityCorporate And Social Responsibility
A preview of what LinkedIn members have to say about Joshua:
I have worked with Joshua for a little over 3 years and have had the distinct honor in collaborating with a skilled and talented analyst. Joshua's ability to critically think really sets him apart. He has gained skill and knowledge in analysis, but also aligning that analysis with the vision of his leaders and organization. He has served on many project teams and initiatives and his expertise in database management and process management continues to thrive. Technical obstacles are no match for Joshua as he has a gift in seeking solutions to ensure a positive customer experience.
In the time that I worked with Joshua at Apollo Group, I watched him develop and implement several process analysis tools. His developments helped the organization effectively use the data acquired as well as create actionable process improvement items from this data. Joshua is always working to better our current processes and develop tools to make our daily work more intelligent and effective. His level of detailed analysis and functional process improvement has made a definite impact to the Financial Services department. I truly believe that Joshua would be an impactful member of any team or organization. Jazmine Duke
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Delivering outstanding customer service and Financial literacy to students continuing higher education
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