Christian Katavic

- Lead an analytics team comprised of 7 data analysts, operating in an agile development framework. - Created multiple agents (Copilot-based) to support the team in report building. - Created multiple flows within Power Automate, which saved 10 hours of weekly manual effort by our analysts. - Member of the Data Security Review Board (DSRB), dedicated to ensuring the appropriate access and use of data throughout the organization. - Oversees analytics for product, member experience, digital channels, web/clickstream analytics, marketing acquisition, digital account opening, and call center/operations. - Promotes the use of best practices and data education through building a BI Community of Practice. - Delivers performance tracking and actionable insights to business partners to support strategic objectives. - Partners with business leaders to synthesize KPIs and targets for the business to adhere to. - Communicates with senior leadership regularly to share how the business is tracking to enterprise objectives using data to tell the story, and provides prescriptive recommendations. - Oversees the strategy and execution of the NPS program. - Architected and created the first enterprise wide complaint management system to comply with regulatory requirements and provide a new listening post to collect member feedback. - Established a framework for gathering feedback data across channels and disseminating to product owners throughout the org.

• Facilitated two large-sized program implementations for one of the largest pharmaceutical services providers in the nation, which dramatically reduced costs and increased operational efficiency of the entire staff. • Planned and oversaw development work for larger teams of offshore resources. • Performed an implementation of Dynamics CRM to a manufacturing customer, resulting in an enhanced system for nurturing leads and retaining existing customers to optimize their revenue stream and sales team efficiency. • Led a delivery of Dynamics CRM for a major national technology retailer, implementing a case management solution for a subscription-based tech support offering, scaling to 1M+ members and contributing to a ~$200M+ recurring revenue stream in early growth phases. • Created cost-savings solutions by managing all functional activities and ensuring the Dynamics CRM solutions were aligned with the business model to support strategic business objectives and processes.