Lucy Danielle Rampino
@daniellerampino
Data analytics and BI analyst specializing in contact center IVR, routing, and automation.
United StatesWhat I'm looking for
I am a strategic, results-driven Data Analytics & Business Intelligence Analyst with deep experience in contact center operations, IVR design, and reporting. I translate business needs into technical solutions that improve customer experience and operational efficiency.
At Comcast NBC Universal I led a full Five9 domain migration, designed IVR scripts with routing logic, integrated Five9 APIs, and built real-time dashboards using Salesforce and Dynamics data. I automated campaign workflows with PowerShell (reducing processing time by 80%) and used SQL and Python to analyze trends and drive improvements.
I partner across functions to align IVR and call routing strategies with business goals, define KPIs, and enable workforce optimization—delivering measurable results like a 15% reduction in inbound queue time and successful remote workforce enablement for 100+ agents.
Experience
Work history, roles, and key accomplishments
Analyst 3, Data Analytics
Comcast NBC Universal
Jan 2019 - May 2024 (5 years 4 months)
Led a full Five9 domain migration and designed IVR scripts and routing logic that reduced inbound queue time by 15% and improved call routing accuracy; built real-time service level dashboards and automated campaign workflows, cutting processing time by 80%.
Director of Admissions
Manipal Education America
Jan 2014 - Jan 2016 (2 years)
Managed regional admissions operations and teams, driving enrollment initiatives and process improvements across multiple roles from Admissions Associate to Director between 2009 and 2018.
Education
Degrees, certifications, and relevant coursework
PUPlymouth State University
Master of Business Administration, Business Administration
Master of Business Administration (MBA) from Plymouth State University.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Social media
Job categories
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