“It is a capital mistake to theorize before one has data.”

Audience: Internal audience: Administrators/Management

Tools: Power BI or Excel for custom data manipulations. Oracle Service Cloud CX CRM database

Reflection: Working in a CRM, I have created various types of reports.

 Below is an excel chart created from six months of data retrieved from custom "grid" CRM reports. 

I am skilled at pivot tables, pivot charts, and graphical display of data in excel.

Annual reports are proprietary and final layout is handed off to graphic specialist, so are not included.

Audience: Graduate studies Administrators and support staff at seven state universities 

Tools: Visio and Adobe Acrobat DC

Reflection: Flowcharts tend to scare people, but they are important as processes are defined, especially in collaborative efforts. It is rare to have several universities collaborate on a shared project, so this document was helpful as we identified responsibilities and touchpoints throughout. It is similar to Journey mapping - as we defined how two separate processes would function.

Audience: Internal call-center staff

Tools: Powerpoint, Snagit

Reflection: With several staff working remotely, our call center needs to be intentional about working as a team and having uniform approach to coding recorded interactions with callers. After seeing first-hand that staff were selecting the same generic topic over and over, I created this "cheat sheet" to help with basic identification of overarching topic to ensure consistency in reporting.