Daniel Prouty
San Diego
Summary
Dynamic Business Analyst with 6+ years expertise in CRM administration and a proven track record of analytical skills and business process optimization. Strong focus on stakeholder engagement with a commitment to driving efficiency and delivering impactful solutions.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Business Analyst
CARET
San Diego
04.2023 - 05.2026
- Enhanced business systems (Zendesk, Domo, Atlassian) to align with evolving business requirements through comprehensive administrative support.
- Led a Zendesk from onboarding to full maturity, implementing complex but structured business rules, integrations with CRM and Development tools, and custom API connections
- Collaborated across departments using Zendesk's tools and functionality to manage complex multi-ticket workflows and approval processes.
- Championed growth and change within Zendesk through quick adoption of new system features and participation in Early Access Programs
- Streamlined Jira by standardizing project creation, revamping role and user permissions, and eliminating operational redundancies.
- Reduced operational complexity by separating internal-facing and external-facing departments that operated in Zendesk into separate instances
- Reduced consumption based costs by 70% in Domo by eliminating wasteful reporting practices
Technical Operations Coordinator
CARET
San Diego
04.2019 - 04.2023
- Administrated various Business Systems including Zendesk, JIRA, & Domo
- Established organizational standards for CCPA and GDPR compliance, ensuring regulatory adherence.
- Created vendor tracking tools for documenting software stack and designed onboarding protocols for integrating new business systems.
- Drafted and implemented SOP through MS Visio, providing clear visual end-to-end processes.
- Supported KPI initiatives by connecting, drafting, and analysis of relevant data into clear reports and dashboards for executive audiences
Business Operations Analyst
American Specialty Health
San Diego
05.2018 - 02.2019
- Identified trends in member attrition and retention, delivering focused reports that informed strategic decisions for CEO and Operations VP
- Isolated key areas for improvement in product/service delivery through in-depth analysis of satisfaction surveys, enabling targeted action plans
- Enhanced leadership understanding of trends and barriers to issue resolution by redesigning report and creating interactive Tableau dashboard, streamlining access to insights
Operations Support Specialist
American Specialty Health
San Diego
05.2016 - 05.2018
- Reduced average call time by >30 seconds for outbound dialer and improved member experience by restructuring Telephony systems with new messaging and workflows
- Reduced sunk costs of product fulfillment by 82% by revamping projection model
- Developed and enhanced tracking tools for system monitoring and issue escalation
- Facilitated transition of company store from physical space to online management
Education
Bachelor of Science - Management Science
University of California, San Diego
La Jolla, CA06-2009
Skills
- CRM Administration
- Agile software
- Business Intelligence Tools
- Microsoft Office proficiency
- Business process optimization
- API integrations
- Stakeholder engagement
- Process documentation
- Data migration
- User access management
- Scalable problem solving
- Adaptability and flexibility
Accomplishments
- "Golden CARET - Succeeding Together" Award Nominee - June 2024
- ASH “Winning With Teamwork” Award – August 2018
- ASH Achievement Award: Quality – August 2017
Certification
- UCSD Extension Certification in Business Intelligence Analysis - 2023
- Zendesk Administrator Certification 2021-2023
Timeline
Business Analyst
CARET
04.2023 - 05.2026
Technical Operations Coordinator
CARET
04.2019 - 04.2023
Business Operations Analyst
American Specialty Health
05.2018 - 02.2019
Operations Support Specialist
American Specialty Health
05.2016 - 05.2018
Bachelor of Science - Management Science
University of California, San Diego