Janett Rose McClain
BP&A Lead Analyst
Kingsport,TN
Summary
Results-driven Lead Analyst with a robust background in spearheading analytical projects and implementing process improvements. Proven track record of leading high-impact initiatives that significantly enhance operational efficiency and support strategic decision-making. Expertise in data analysis and project management, consistently delivering actionable insights while promoting effective team collaboration. Extensive experience with Avaya data, including reporting and transitions to Genesys and NICE CXOne platforms.
Overview
21
21
years of professional experience
Work History
Business Performance and Analytics Lead Analyst
CITI
Johnson City, TN
04.2016 - Current
- Design technical solutions to business problems via defining, analyzing, and documenting requirements in a Business Requirements Document
- Manage current and upcoming projects with Business Intelligence
- Review newly created Cognos based reports for both design and content while training GWFO members on enhancements for future development
- Serve as a technical resource to senior management in the evaluation of new tools, and improvements to existing processes
- Oversee the quality assurance testing process to ensure end result development meets the business expectations fully
- Facilitate and lead calls with both Operations and WFM management for training and issues support
- Works directly with senior management to identify, define and document business needs and objectives, current operational procedures, problems, input and output requirements, and levels of systems access
- Continuously updated knowledge of industry best practices and emerging trends, sharing insights with colleagues to drive continuous improvement within the team.
- Mentored junior analysts, providing guidance on best practices and fostering a supportive learning environment.
- Streamlined reporting processes to save time and improve accessibility of critical information for senior leadership.
- Led cross-functional teams for successful completion of projects, ensuring timely delivery and client satisfaction.
- Collaborated with stakeholders to develop actionable insights from complex datasets, driving informed strategic decisions.
- Implemented process improvements that increased efficiency within the department, allowing for greater focus on high-impact projects.
- Improved overall team efficiency by streamlining processes and implementing new analytical tools.
Apps Dev Senior Programmer Analyst
CITI
Gray, TN
07.2013 - 04.2016
- Managed current and upcoming projects with Business Intelligence
- Reviewed newly created Cognos based reports for both design and content while training NMIS members on enhancements for future development
- Provided data on an ad-hoc basis for all levels of management
- Facilitated and lead calls with both Operations and WFM management for training and issues support
- Communicated with the Business Intelligence team to resolve issues with all manner of EDW and Cognos data
- Conducted thorough code reviews to ensure adherence to best practices and maintain high-quality standards across all projects.
- Authored code fixes and enhancements for inclusion in future code releases and patches.
Business Performance and Analytics Int Analyst
CITI
Gray, TN
07.2011 - 07.2013
- Created and maintained advanced Cognos based reports while exceeding predetermined deadlines
- Organized and participated in meetings, with all levels of management, for current and proposed reporting along with issue resolution
- Assisted NMIS members with design assistance and issue resolution
- Provided innovative ad-hoc resolutions to customer issues, as well as improvements to legacy processes
- Increased efficiency by streamlining data analysis processes and implementing automation tools.
- Managed current applications and reporting as necessary
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
- Managed multiple projects simultaneously while adhering to strict deadlines and quality standards.
- Streamlined reporting procedures by creating user-friendly dashboards for easy access to key performance indicators.
MIS Specialist III
CITI
Gray, TN
10.2006 - 07.2011
- Processed the daily National reporting
- Consistently exceeded Service Level Agreements
- Facilitated the on boarding of the Middle East, Europe and Africa into the existing NMIS reporting
- Created introductory UIP reporting for Workforce Management
- Followed all company policies and procedures to deliver quality work.
- Enhanced customer satisfaction with timely and accurate issue resolution.
Retail Private Label Customer Service Agent
CITI
Gray, TN
08.2005 - 10.2006
- Communicated with customers to provide information about products and/or services, cancelled accounts, and obtained details of complaints
- Kept records of customer interactions and transactions, recorded details of inquiries, complaints, and comments, as well as actions taken
- Checked to ensure that appropriate changes were made to resolve customers' issues
- Referred unresolved customer grievances to designated departments for further investigation
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
Skills
- Proficient in development with all Microsoft Office software (Word, PowerPoint, Excel, Access, and Excel)
- Distinctive communication skills, both verbal and written
- Advanced knowledge of SQL programming
- Experienced in Cognos Report Building
- Ability to multi task
- Work independently
- Ability to prioritize work in an ever-changing environment
Statistical modeling
Trend analysis
Advanced Excel
SQL programming
Dashboard creation
Data analysis
Business analysis
Timeline
Business Performance and Analytics Lead Analyst
CITI
04.2016 - Current
Apps Dev Senior Programmer Analyst
CITI
07.2013 - 04.2016
Business Performance and Analytics Int Analyst
CITI
07.2011 - 07.2013
MIS Specialist III
CITI
10.2006 - 07.2011
Retail Private Label Customer Service Agent
CITI
08.2005 - 10.2006