Chris Busby
Kitchener
Summary
A Business Analyst with over 6 years of experience in developing, and maintaining reporting that has improved the operational efficiencies of the Tier 2 Care Team, as well as provide invaluable customer insights to various internal stakeholders, including ELT.
Overview
6
6
years of professional experience
Work History
Analyst Tier 2 Customer Care
Rogers Communications
07.2019 - Current
- Developed & Automated reporting for Tier 2 Care, which is heavily leveraged by TMs for ongoing coaching conversations. This elevated tracking compliance from less than 70%, to an +98% documentation rate
- Deep dive analysis of call drivers for various internal partners to provide actionable insights allowing them to mitigate the level of customer escalations their programs would have encountered
- Co-Creator of the update to the escalation tracker in Service Now to enhance the quality of information captured to better improve decision making for various stakeholders including ELT
- Unmatched knowledge of various data sources, allowing for a rapid standup of same-day reporting requests
- Responsible for reshaping how call drivers are developed resulting in a more robust understanding of customer pain points
- Author of the Tier 2 Care Reporting Intake Form, standardizing the information collected from internal partners, reducing the turn around time on requested analysis.
Education
Bachelor of Arts -
Laurentian University
Sault Ste. Marie, OntarioBachelor of Education -
Nipissing University
North Bay, OntarioSkills
- Exceptional analytical skills
- Mastery of data modeling
- Advanced Excel & SQL user
- Expert knowledge of Tier 2 Care trackers
- Outstanding verbal & written communication
- Self-directed
- Team oriented
- Highly adaptable
Timeline
Analyst Tier 2 Customer Care
Rogers Communications
07.2019 - Current
Bachelor of Education -
Nipissing University
Bachelor of Arts -
Laurentian University
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