Alessandra Luna
Oak Harbor
Summary
Detail-oriented and results-driven data specialist with over 7 years of experience in customer service, data management, and process improvement. Skilled in leveraging data analysis to drive business decisions, enhance operational efficiency, and ensure high-quality standards. Proven ability to collaborate with cross-functional teams and maintain exceptional service levels, with a strong track record of exceeding SLAs and optimizing processes.
Overview
8
8
years of professional experience
Work History
Associate Enterprise Data Specialist
Ferguson Enterprises
05.2022 - Current
- Conduct comprehensive audits and standardized data processes, improving data accuracy by 20%, supporting both customer needs and company growth
- Applies critical thinking in reviewing vendor/third-party provided data in various formats for accuracy
- Led process improvements that resulted in enhanced data enrichment, reducing data gaps by 15% in collaboration with strategic vendors
- Recommend and implement changes to business processes to ensure valid and standardized data points
- Perform recurring and complex ad hoc audits with strategic vendors to ensure enrichment of key data gaps
- Recommend business processes and process changes to ensure population of valid and standardized data points
- Develop and provided scorecards for vendors and category managers, highlighting areas of focus for improvement
- Deliver critical data files within a 2 day SLA.
Customer Service Representative I
Ferguson Enterprises
06.2020 - 05.2022
- Managed the IT Communications inbox, identifying, researching, and resolving customer issues related to Ferguson.com
- Acted as the primary point of contact for technical issues within the team, ensuring timely resolutions
- Collaborated with the Operations team to track and report IT updates
- Maintained a 94%-98% SLA for COD accounts in February, ensuring high standards of user access management
- Selected as a Mentor for eBusiness due to strong leadership skills and technical expertise
Sales Ops. Coordinator
Ferguson Enterprises
11.2018 - 06.2020
- Optimized real-time associate adherence, improving operational efficiency by 10% through the Workforce Management program
- Developed and implemented scheduling adjustments based on absenteeism and call volume fluctuations
- Provided feedback and strategic recommendations to management, resulting in enhanced workforce productivity
- Created new analytical reporting procedures and communicated key insights to team managers
- Developed RTA guidelines, improving department efficiency and meeting operational goals
Customer Service Analyst
Ferguson Enterprises
07.2017 - 11.2018
- Created detailed product portfolios (photos and dimensions) using Trilogie and Provisions, meeting all team goals consistently
- Trained new associates, improving team performance and efficiency
- Maintained an accuracy score of over 95%, reflecting consistent attention to detail and quality
- Acted as a backup for the Corporate Submittal team, handling high-priority tasks with minimal supervision
Education
Associate of Applied Science - Business Administration
Thomas Nelson Community College
05-2016
Skills
- Data Analysis & Reporting
- Process Improvement & Standardization
- Data mining techniques
- Customer Service Excellence
- Cross-Functional Team Collaboration
- SLA & Quality Control Management
- Workforce Management
- Project Management & Strategic Planning
- Vendor & Stakeholder Relations
- Microsoft office proficiency
Timeline
Associate Enterprise Data Specialist
Ferguson Enterprises
05.2022 - Current
Customer Service Representative I
Ferguson Enterprises
06.2020 - 05.2022
Sales Ops. Coordinator
Ferguson Enterprises
11.2018 - 06.2020
Customer Service Analyst
Ferguson Enterprises
07.2017 - 11.2018
Associate of Applied Science - Business Administration
Thomas Nelson Community College
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