Zrinka Jukic
Adelaide,SA
Summary
Curious, hardworking and reliable Insights Analyst with a strong flair and mastery on data manipulation.
Overview
13
13
years of professional experience
Work History
Insights Analyst
News Corp Australia
Adelaide, SA
07.2014 - Current
- Synthesised multiple sources of complex and large data sets to develop reports.
- Conducted market research to identify trends and customer needs.
- Maintained accurate records of all data collected during analysis processes.
- Developed strategies to optimise operational efficiency and reduce costs.
- Utilised visualisation tools such as Tableau, Business Objects, Salesforce or Power BI to present findings.
- Regularly researched Call Centre best practices to ensure business remains relevant and forth thinking.
- Evaluated operational performance using key performance indicators (KPIs).
- Analysed customer feedback to identify areas for improvement (customer email verbatim).
- Developed and standardised audit reports to identify process failures and training requirements.
- Streamlined the incentive program into a simple, achievable and goal driven business outcome.
- Established yearly KPI scorecard for the national contact centre and agent
Campaign Coordinator
News Corp Australia
Adelaide, SA
08.2011 - 06.2014
- Evaluated campaign performance using data-driven metrics and KPIs.
- Monitored progress of campaigns and provided regular updates on performance metrics.
- Ensured compliance with applicable laws and regulations when designing marketing material or running campaigns (DNCR).
- Conducted post campaign analysis to provide key learnings by monitoring campaign and customer response data
- Cultivated strong relationships with internal and external stakeholders.
- Developed presentations and other materials to illustrate campaign performance for use in management meetings.
- Assisted in the development and implementation of multi channel subscription marketing campaigns.
- Managed stakeholder expectations and relationships relating to campaign rollout
- Developed training material and trained staff in support of campaign roll out
Education
Some College (No Degree) -
OLSH Secondary
Adelaide, SASkills
- Root Cause Analysis
- Regulatory Compliance
- BI dashboards (Salesforce)
- Workflow Analysis
- KPI analysis
- Report Preparation
- Information Gathering
- Audit Support
- Relaying Complex Information
- Compliance Analysis
- MS Excel
- Trend Analysis
- Excel proficiency
- Analytical Thinking
- Business Operations Analysis
- Data Integrity Assurance
- Data Processing
Accomplishments
- Annual Support Award (News Customer Support) 2012
Timeline
Insights Analyst
News Corp Australia
07.2014 - Current
Campaign Coordinator
News Corp Australia
08.2011 - 06.2014
Some College (No Degree) -
OLSH Secondary