Evan Feltman | Operations Analyst at Teladoc Health

Evan Feltman

Operations Analyst at Teladoc Health

Based in United States

About

I am motivated by a passion for process enhancements and utilizing data insights to optimize operations. Through meticulous data analysis, cross-functional collaboration, and strategic planning, I excel in implementing process improvements that boost operational efficiency. With a demonstrated track record of success, I am eager to contribute my expertise to various sectors of an organization, driving impactful changes.

Skills

Projects

Call Center Analysis

The Tableau dashboard for Call Center Operations tracks key metrics including inbound calls, abandon rates, calls per hour, disposition codes, transfers, calls by state, and top agents by call volume. It provides a MoM analysis for a single product line, showcasing its potential scalability.

Five9 Call Center - Member Services

The collaborative Tableau dashboard, developed with Data Science, replicates the Cognos Member Services Dashboard. Report tracks SLAs for all products, displaying key metrics like Calls Handled, Service Level %, Abandoned %, Average Speed of Answer, and Average Handle Time.

Post Call Survey Analysis

Excel report used to track post-call survey responses from our Members across multiple service channels and a variety of lines of business. This report is used to identify trends and improve survey handling methods, aiming to enhance member engagement effectively.

Ticket Escalation Analysis

Tableau dashboard used for comprehensive analysis of member escalations from Oct '23 to Jan '24, involving extensive data sets to identify top issues by ticket category and health plan groups. Insights are used to guide executive decisions for process improvement and operational efficiency.

Tier 2 Escalations - Telehealth & Chronic Care

Escalations Power BI report detailing how Telehealth & Chronic Care agents handle member escalations. Compare Tier I call volumes with Tier 2 cases. Analyze escalations by status, category, and reason. Discover team, agent, and company insights, top issues, and clear ticket category definitions.

IVR Analysis

Power BI dashboard analyzing the inbound traffic through a dedicated telephone number to improve the member experience. This report provides call flow details and identifies potential gaps for a more effective call routing configuration to shorten the time before a member reaches an agent.

Hospital Performance Analysis - Case Study

Analysis revealed $50.99 million in total procedure costs, predominantly driven by outpatient services. Insights into top providers and prevalent diagnoses like low back pain provided actionable recommendations for enhancing operational efficiency and patient care.

Experience

2019-Present

Senior Operations Reporting Analyst

Spearheaded the implementation of cross-functional strategies to enhance member engagement and streamline operational processes. This included successfully managing a complex migration of a U.S. virtual contact center platform to a global scale, consolidating diverse systems and facilitating seamless reporting across multiple departments. In my current role, I conduct thorough data analysis to provide precise contact center forecasting and operational insights, enabling informed decision-making across organizational segments. I specialize in crafting Power BI dashboards for operations managers, client management, and executive leadership.

2018-2019

Client Reporting Business Analyst at Teladoc Health

Led initiatives to enhance client service standards by designing innovative dashboards in collaboration with developers, significantly improving visibility for the Client Management team. Compiled and analyzed financial and statistical data to monitor service contracts, while creating training materials to elevate reporting standards. Cultivated relationships across stakeholders to refine and advance our client reporting processes.

Education

2008-2011

Commerce and Business Administration at The University of Alabama

Through studies in Commerce and Business Administration, paired with a minor in Computer Science, I acquired a balanced academic background. This integration merged business fundamentals with essential computational abilities, priming me for success in the realm of Data Analytics.