Teresa Marshall Email Address

Human Resources Manager

OneBlood, Inc. is a not-for-profit 501(c)(3) community asset responsible for providing safe, available and affordable blood to more than 200 hospital partners and their patients.

BUSINESS ANALYST, Florida Power & Light Company Seasoned, innovative Business Analyst with over 15 years of experience specializing in Quality Analytics at FPL, with specific emphasis on gauging Contact Center performance as well as developing and supporting the implementation of strategic initiatives for improved efficiency, productivity, and deeper business insights within Contact Center Quality Operations. Responsible for overseeing development of Quality Definitions documentation, learning ever progressing Quality systems, testing their efficacy, and implementing new methods of evaluating and reporting on agent performance and agent impacts on our customer experience. Strategies include using traditional qualitative contact analysis alongside data query, transformation automation, and modern Speech Analytics solutions. Expert user of Verint Quality Analytics products. Tasks also include exploring transaction data using Python for exploration, querying and applying data science techniques to identify upper, lower control limits and outliers. Tasks also include using Verint AdHoc reporting, Scorecard and PowerBI dashboards to share visualizations of actionable data, fed by Verint evaluations, Python, SQL and R queries mined from Hive (Hadoop) and MDW Data Warehouse as well as exports from numerous other Quality applications. Special projects undertaken include Information Technology projects, such as IVR Development and user testing, using Qmetry and Jira for documentation. SKILLS Microsoft Office (Access, Excel, Word, Outlook, Visio, Communicator, Powerpoint, SharePoint) Six Sigma Yellow Belt Certified Instructional Training Writing and Communications Presentations Process Mapping Project Management Quality evaluation Quality reporting and analysis Social Media Quality Analysis and Reporting (Sprinklr) Automation of Data Transformation in R Studio Python SQL Software Testing, including IVR testing (Jira, Qmetry) EDUCATION Graduated with a 3.98 GPA Bachelors Degree in Business Management (minor in Marketing) 2016 Northwood University, Michigan Summa Cum Laude