performance analyst resume example with 3+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
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Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Skills
Skills
Self-starter who can advocate, lead, prioritize voice of the Customer.
Strong communication and collaboration skills to effectively work with technical and non-technical stakeholders to turn the voice of customer insights into actions
Strong analytical ability and experience synthesizing large data sets
Experience with controlled experimentation (e.g., AB split tests)
Successful track record collaborating cross-functionally across internal teams (Brand, Product, Engineering, Marketing, AB Test) to solve customer problems.
Collaborated with web producers and content developers to keep abreast of changes to best practices and incorporate the changes into content creation.
Knowledge of setting up synthetic tests on both browse and checkout paths.
Strong proficiency in managing vendor relationships and procurement of performance tools.
Comfortable adapting on the fly and working outside the comfort zone in a fast-paced environment.
Up-to-date with the latest trends and best practices in voice of the customer/ SEO / Google core webvitals.
Strategic Planning and Review using Jira/Confluence
Strong proficiency in Microsoft Office Suite.
Customer Experience Tools
Quantum Metric
Qualtrics
User Replay
OpinionLab
Performance & SEO Tools
Google Search Console
Google PSI
Google Lighthouse
BlueTriangle
Rigor
mPulse
Catchpoint WebPageTest
Content Management
Amplience
Akamai Image Manager
SalesForce
AB Testing
Optimizely
Persado
Data Management
Google Analytics
Blue Triangle
Rigor
mPulse
Collaboration Platform
JIRA
Confluence
ServiceNow
Experience
Performance Analyst, 09/2021 - 06/2023 Point B – Palo Alto, CA,
Worked to troubleshoot issues, analyze, report on, and measure the performance of Tapestry's e-commerce sites (Coach, Kate Spade New York, and Stuart Weitzman).
Worked with Voice of the customer, Analyzed and managed dashboard in quartics for performance-related callout's
Analyzed customer feedback regarding performance by looking at the customer journey using QuantumMetric
Analyzed the customer data which comes through Qualtrics,Segregated the received comments to respective teams
Managed dashboards for different teams(product,IT,Platform),Drove customer escalations to resolution by engaging directly with respective teams.
Worked with cross-functional teams (development, Marketing, AB Testing,)on continuous improvements to the site's performance and ensured an exceptional user experience for customers.
Performed root cause analysis by looking at the customer journey using Quantum metrics,Investigated opportunities and issues.
Documented the issues as well as user stories based on the analysis,Did the end user testing once the issue is addressed.
Monitored and facilitated bug resolutions to optimize the user experience.
Provided daily/Weekly/Monthly reports to stakeholders(CTO,VP,Director of Platform,Internal teams)
Monitored and reported real user data using Blue Triangle.Understand the waterfall and investigate opportunities for more robust performance using tools such as Blue Triangle and mPulse.
Managed performance dashboards daily for all Tapestry brands and created Jira tickets for performance degradations.
Examined Google Lighthouse reports and addressed Google Core Web vitals callouts with development teams
Partnered with cross-functional teams on production issues that have a performance impact for all Tapestry brands
Investigate revenue-related opportunities for performance and strategize with brand teams on implementation.
Build presentations and reports using Google Analytics, Page speed insights, and Google search console based on performance improvements and areas of opportunity.
Documented, triaged, and managed performance-related defects in Jira and confluence and worked with developers to facilitate timely resolutions.
Set up synthetic monitors on Rigor and Blue Triangle to proactively eliminate performance-related issues on the browse path and lower funnel.
Served as a technical expert for site audits, Web vitals, and performance analysis and troubleshooting.
Monitored and reported on key performance indicators(Core web vitals and onload) and share results with the management team.
Coordinated with developers to optimize website architecture and better user experience
Managed tracking and reporting of core web vitals/Google search console/Page speed insights to provide analyses to management.
Assisted in setting up or optimizing analytics tools ( Blue Triangle) for tracking visitors' behaviors.
Pre-validation/Performance check on AB tests, Post monitor after the test launch
Closely monitored Search console report and core web vitals and reported any SEO-related degradation.
Worked with web producer and content developers on pre-staging links to evaluate possible core web vitals callouts before the refresh.
Worked with Akamai on caching policies for content-related performance issues..
Digital Analyst , 03/2021 - 09/2021 Us Bank – Rohnert Park, CA,
Worked with L1 and L2 Teams to identify top issues found through user sessions (Quantum metric) reports and escalate them to specific team members.
Managed QuantumMetric dashboard for possible errors and user behaviors and reported them to specific teams.
Analyzed customer feedback using Tapestry's voice of customer tool and quantum metric's user session to create bugs using Jira or service now tickets based on priority.
Send the site health data using rigor / mPulse every day to all the stakeholders.
Check and validate marketing emails and report any findings/bugs to the testing team.
Deploy marketing emails using Salesforce
Enable/Disable website features using Salesforce based on the request from the product team.
Technical Support Analyst, 12/2017 - 05/2018 American Red Cross – Bloomington, MN,
Customer insight analyst, who reviews and validates the customer feedback from OpinionLab and User replay tools to find the website user experience issues
Identify and Report Website performance issues using the mPulse tool for site performance improvement.
Partner with cross-functional teams to analyze and decompose the current website pain points and determine improvement opportunities
Take ownership to lead solutions from concept to implementation by partnering with Technology and Business to ensure requirements are satisfied and delivered on time.
Deliver effective presentations of findings and recommendations to multiple levels of stakeholders.
Experience working with digital products or consumer-facing products
Proficient in JIRA, Confluence, MS Excel, PowerPoint, and other Office applications. Technical Role Performed
ToysRus.com website monitoring using Sumo Logic and mPulse
Reporting the Website performance based on the RUM and APM tools and highlighting the improvement needs
Worked with the SRE team to validate the impact on the site stability after every release
Prepare and report the web vitals using the Google Lighthouse tool.
Reviewing the user replay sessions based on OpinionLab comments and deriving the customer pain points, reporting them to senior executives for improvements
Analyze the customer issues using multiple tools like OpinionLab, User Replay, Sumo Logic, etc.., and report the problems to the level 2 and level 3 technical teams.
Create events in user replay and generates the report for user struggles. Report the user struggle and the bug/defect in the site to the development team.
Classify the customer experience issues, generate the executive report for the senior executives of ToysRus, and ensure those issues are reported to improve the website's user experience.
Discuss the issues with the e-Commerce product owner, explain the problem, create the requirement, and provide log documents.
Configure events and alerts in the User Replay customer experience tool to develop patterns and trends in existing issues and provide this valuable data to product owners.
Monitoring the Sumo Logic dashboard for Order placed on the e-Commerce website and re-conciliation with OMS systems
Monitoring and troubleshooting the e-Commerce tickets bucket and fixing the issues
IT Support Engineer, 09/2016 - 11/2017 Blackbaud – Plano, TX,
Monitoring the ToysRus Website Opinion Lab Comments and Reporting them to senior management Review and validate the User Replay sessions for the opinion lab comments and identify the defects or struggles.
Create events in user replay and generates the report for user struggles. Report the user struggle and the bug/defect in the site to the development team. Created a daily and weekly report of Opinion lab comments and user replay sessions to senior management and ensured those issues were addressed to improve the website's user experience.
Performing the QA Sanity and the regression testing Monitor the Sumo Logic Reporting tool and highlight the issues based on the threshold strategy Monitor the Geoffrey JIRA system and involve the respective team for recovery and resolution Document the dataflow, workflow in the Confluence for all business process.
Escalated unresolved issues to the appropriate level.
Presented analysis findings both verbally and in written reports.
Evaluated and conducted technical and functional research and analysis.
Trained users in the proper use of User replay and opinion lab comments. Provided after-hours support for applications and project efforts when needed.
Maintained records of daily data communication transactions, problems, and remedial actions taken.
Followed internal procedures for change management, incident management, and escalation.
Implemented and administered advanced Microsoft technologies.
Configure events and alerts in the User Replay customer experience tool to develop patterns and trends in existing issues and provide this valuable data to product owners.
In-depth understanding of TRU registry, Cart and Check-out, Gift Cards, Payments, and Order Management process flows.
Education and Training
Master of Science: Computer Applications, Expected in 05/2004 - University of Madras - Chennai, India, GPA: Status -
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