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Senior Business Intelligence Analyst

Digicel Jamaica | September 2018 - Present

• Engineering integrated BI workflows that merge traditional analytics with customer value management and geographic data enrichment to optimize subscriber targeting across a 2M+ customer base
• Architecting and maintaining complex data transformations in Oracle SQL, delivering executive dashboards in Power BI and Tableau that drive strategic decision-making
• Implementing customer value management frameworks to run A/B testing that improves promotional campaign outcomes and ROI
• Developing targeting strategies to manage churn and prevent cannibalization during promotional campaigns, protecting revenue streams
• Building automated reporting solutions using Power BI Server and Oracle PL/SQL jobs, reducing manual reporting time by 70%
• Using DAX and Power Query for advanced data modeling and transformation, enabling self-service analytics for business stakeholders
• Leading data delivery for commercial projects across Sales, Marketing, Finance, and Network Planning departments

Workforce Management Manager & Head of Global Insights (Consultant)

Support Services Group | September 2021 - September 2024

• Architected enterprise-wide data infrastructure for global BPO operations spanning NA, CALA, EMEA, and APAC regions with 6,500+ agents across 125 lines of business
• Designed and implemented standardized data collection processes using Power Query and Power BI, creating single source of truth for executive decision-making
• Built comprehensive data warehouses and analytical frameworks supporting monthly reporting to Kingswood Capital investors
• Developed executive dashboards and visualizations using Power BI and DAX that enabled revenue optimization, P&L monitoring, and operational efficiency initiatives
• Established data governance protocols and workflows ensuring data quality and consistency across multi-region operations
• Created predictive models for capacity planning and resource allocation across 700+ specialized campaigns

Business Intelligence Analyst (Contractor)

VMBS (Victoria Mutual Building Society) | Various Projects

• Conducted comprehensive data quality audits against data dictionary specifications, identifying critical data integrity issues in legacy systems
• Discovered and corrected systematic data entry errors where binary flags were misconstrued, improving data accuracy across financial records
• Developed Power Automate workflows for automated reporting, creating self-generating Excel reports with scheduled email distribution
• Authored technical documentation for automation solutions, ensuring knowledge transfer and maintainability
• Collaborated with stakeholders to translate business requirements into data solutions and reporting frameworks

Workforce Management Supervisor

IBEX Global (Amazon/Audible Account) | November 2017 - September 2018

• Developed real-time reporting dashboards for operational metrics, enabling data-driven workforce optimization decisions
• Created forecasting models and capacity planning tools supporting scheduling for high-volume contact center operations
• Leveraged analytics to optimize agent allocation and improve service level adherence