Toneka S. Kneeland
Little Rock
Summary
Results-driven professional with 15+ years in business analysis and performance improvement across various sectors. Skilled in complex data analysis, project management, and delivering actionable insights to leadership. Track record of driving operational efficiencies and developing high-performing teams.
Overview
16
16
years of professional experience
Work History
Business Analyst
Baptist Health
Little Rock
11.2023 - Current
- Analyzed business processes to identify areas for improvement at a healthcare organization.
- Contributed ideas towards improving existing processes to optimize efficiency
- Facilitated meetings to gather stakeholder feedback and discuss project updates.
- Executed data analysis to inform decision-making across healthcare projects.
Consultant-Executive Operations
Verizon
Little Rock
05.2022 - 10.2023
- Resolved escalations for CEO and executive leaders via mail, email, legal, and government channels.
- Conducted risk assessments to identify challenges in project execution.
- Reviewed policies and procedures, proposing necessary improvements.
- Analyzed key performance indicators to determine effective strategies.
Supervisor- Technical Operations
Verizon
Little Rock
05.2021 - 05.2022
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
- Collaborated with other departments to coordinate workflow processes between teams.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Analyzed data for patterns and trends to improve current processes and customers' technical experience.
Supervisor-Customer Experience
Verizon
Little Rock
10.2020 - 05.2021
- Performed consistent and timely coaching in an organized and detailed manner to improve team performance
- Created an environment that encourages employee engagement and performance
- Lead, motivated and developed a service team to deliver outstanding results in a fast-paced transforming environment
- Analyzed data and leveraged tools that provide actionable insights to drive Attendance performance
- Audited and approve time in workday to ensure proper pay to employees
Sr. Analyst- Performance Management & Quality
Verizon
Alpharetta
01.2017 - 10.2020
- Created performance metrics and methodologies
- Identified quality problems or areas for improvement and recommended solutions
- Communicated quality control information to all relevant organizational departments, vendors and contractors
- Produced reports on nonconformance of products or process, daily production quality, root cause analysis and quality trends
Supervisor- Business Intelligence & Reporting
Verizon
Little Rock
08.2014 - 01.2017
- Transformed center Reporting / Business Intelligence team into an analytical support function.
- Implemented automated reporting solutions, enhancing efficiency for ad hoc and recurring needs.
- Delivered presentations on results of mathematical modeling and data analysis to executive leaders.
- Established automated data validation processes to ensure integrity of all analysis outputs.
Consultant-Business Intelligence & Reporting
Verizon
Little Rock
08.2012 - 08.2014
- Spearheaded cross-functional teams to enhance project delivery and collaboration.
- Maintained business intelligence tools and dashboards for optimal operational performance.
- Conducted product trend analysis and market share evaluations to assess competitive strategies.
- Analyzed complex data from diverse sources, uncovering patterns and actionable insights.
Supervisor-Technical Support
Verizon
Little Rock
02.2010 - 08.2011
- Directed Technical Support Representatives in effective troubleshooting of system and equipment failures.
- Conducted coaching sessions for performance evaluations and identification of training needs.
- Managed staffing and developed schedules based on customer trends during departmental forcasting.
Education
Bachelor of Science - Business Administration in Human Resource Management
Capella University
Associate of Arts - Business Administration
Strayer University
Skills
- Microsoft Office Suite
- SQL and database management
- Business intelligence tools
- Workday and Oracle ERP
- Data visualization with Tableau and Qlik
- Agile project management
- G Suite applications
Timeline
Business Analyst
Baptist Health
11.2023 - Current
Consultant-Executive Operations
Verizon
05.2022 - 10.2023
Supervisor- Technical Operations
Verizon
05.2021 - 05.2022
Supervisor-Customer Experience
Verizon
10.2020 - 05.2021
Sr. Analyst- Performance Management & Quality
Verizon
01.2017 - 10.2020
Supervisor- Business Intelligence & Reporting
Verizon
08.2014 - 01.2017
Consultant-Business Intelligence & Reporting
Verizon
08.2012 - 08.2014
Supervisor-Technical Support
Verizon
02.2010 - 08.2011
Bachelor of Science - Business Administration in Human Resource Management
Capella University
Associate of Arts - Business Administration
Strayer University