Ellen Dougherty

Business Analyst • Philadelphia, US • [email protected]

I am an energetic and motivated client services professional with experience in SaaS platforms, large datasets, analytics, providing actionable insights and managing client relationships in the technology space.

Experience

IntegriChain - Senior Business Analyst

September 2016 - Present

Define and document new and enhanced report requirements to provide analytical, reporting, and data mart structures than enhance data visualization.
Collaborate with subject matter experts, developers, and QA teams to manage delivery of newly defined analytics and reports from start to finish.
Enhance ongoing data processing and deliver efficiencies through critical analysis of data architecture and usage via applied continuous improvement.
Build client relationships with C-level executives and stakeholders.
Prepare and participate in customer quarterly business reviews.
Understand client business and business processes and act as IntegriChain’s advocate to explain the value our services provide.
Manage the timelines, change requests, and status reports of all client-associated projects.
Perform necessary analysis and develop data models and corresponding metadata definitions for the enterprise environment and all associated data marts.
Evaluate and recommend new technologies or process change that will enhance the current environment or provide greater business advantage.

INTURN - Client Services Manager

April 2016 – September 2016

Responsible for managing day-to-day client relationships, both buyer (retailers) and sellers (brands) of excess inventory.
Responsible for maintaining a high level of internal operational efficiency and for delivering superior client services.
Maintained expert knowledge of INTURN’s platform and client success strategy.
Responsible for customer recovery and retention.
Consulted clients on optimizing current business and provide timely responses to client questions/issues, which included research/escalation to ensure timely resolution (while maintaining acceptable adherence to service level agreements).
Collaborated with company leaders to identify, track and improve the key clients KPIs.
Responsible for identifying opportunities to improve/correct/update existing processes.

StellaService - Client Services Associate

August 2014 - April 2016

Managed and fostered relationships with StellaService enterprise retail clients, serving as a day-to-day contact.
Delivered business intelligence through StellaService’s proprietary web-based SaaS data platform as well as GoodData tools.
Performed on-site, client-facing presentations and QBR’s to company executives and decision makers.
Conducted monthly webinar meetings to review recent customer service performance data, progress, and current benchmarks.
Successfully able to upsell clients to purchase additional StellaService data packages and actively engaged in the contract renewal/pricing process.
Conducted research for and the upselling custom data studies via StellaService’s own SaaS platforms and GoodData visualization tools.
Developed relevant storylines from data collected by StellaService, using GoodData tools to create informative charts and presentations.
Drew from relevant white papers and industry research to inform clients of trends in retail/e-commerce/customer service.
Worked with clients to improve Google search star ratings, powered by StellaService data.
Scrubbed data for quality and consistency, using Atlassian project management software to report bugs internally.

New York Road Runners (NYRR) - Assistant Manager, Development & Philanthropy

October 2012 - August 2014

Managed relationships with nearly 400 Charity Partners, including the TCS NYC Marathon and NYC Half Marathon Charity Programs.
Planned and executed annual Charity Partner conferences to review program policies.
Taught charity clients how to use NYRR’s proprietary application software and to impart non-profit best practices in fundraising.
Acted as a customer service rep. to handle issues and manage application periods for marquee events that increased traffic to NYRR.org.
Organized and presented webinar tutorials/materials on MyNYRR, NYRR’s proprietary application software and internal CRM.
Planned Charity Partner networking events, working with NYRR event staff and outside vendors, creating a Run of Show independently.
Managed a relationship with CrowdRise, a social media-based fundraising platform, working closely with the co-founders of Moosejaw.com and actor Edward Norton.

Education

Villanova University - B.A., Political Science

August 2005 - May 2009

3.0 GPA & Dean’s List.
NCAA Division I Varsity Track + Cross Country (full scholarship).
Top 20 in the United States (1500m run) in 2009, 2010.
Big East, NCAA and USA Championship qualifier.

Professional Activities

Organized Women's Networking Forum at IntegriChain's User Conference in October 2017.
Organized Women's networking events at StellaService between 2014 and 2016.
35th Woman (24th American) in the 2013 Chicago Marathon with a time of 2:49:53.
Volunteer at 5 Under 40 Foundation.

Skills