Quinn Calahan

Quinn Calahan

Operations Officer & Data Analyst

224-659-2916

Email:

qwcalahan@gmail.com

Address:

Chicago IL

Phone:

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Bio

RESUME

Hello! I'm Quinn

Thank you for visiting my website! Please take a moment to get to know me a little better by reading my personal and career bio.

BIO PAGE

ROLES

Roles

Analytics Engineer

Reported to CTO, developing data-driven strategies to empower leadership & strategic planning initiatives Provisioned Azure SQL databases & built effective semantic models with referential integrity Wrote & optimized SQL queries; managed live production servers via SSMS Applied declarative programming for data wrangling, normalization, hygiene & cleansing Managed data transfer & migration processes across platforms Applied REST API operations for data ingestion/synchronization, hydration & transformation; optimized JSON payload mapping Implemented error handling for data synchronization & SaaS integration point of contact

Director of Operations

Reported to C-suite & stakeholders on operational health, owning key multi-channel eCommerce metrics across Amazon, eBay, Walmart & Google Shopping — with focus on reducing Order Defect Rate & improving Buy Box performance CRM UX expert; designed comprehensive CRM manuals & SOPs Managed global team, including customer service manager (overseeing 17 reps) & 2 operations personnel Maintained operations org chart & responsibility matrix to clarify roles & ownership Applied continuous improvement & root cause analysis to optimize processes & adapt to evolving needs Increased return fee recovery & maintained health metrics through return behavior analysis Reduced cancellations & churn by optimizing the backorder pipeline Lowered lost & damaged shipment claims while protecting operational KPIs Developed & documented operational SOPs to standardize key processes

Project Manager

Designed project roadmaps, diagrams & task assignments using project management software Managed projects in an Agile framework, ensuring adaptability & iterative delivery Assessed project solvency & resource needs using prioritization matrices to distinguish urgent initiatives from those manageable via manual processes Led change management planning & execution, driving adoption & minimizing disruption

Sales Development

Reported to client-side CEO, driving sales reporting, dashboards, & performance scorecards to track & optimize sales effectiveness Enhanced prospect management via customer profiling, buyer personas & disposition frameworks Expanded sales enablement & lead distribution to improve alignment with customer needs Developed battlecards & KPIs to reinforce solution selling for sales teams Built & implemented SOPs for call, SMS & email interactions with QA processes to ensure adherence Managed quality control operations & SOP development for a direct lending company Collaborated with marketing on customer journey maps to align sales & marketing efforts

Data Visualization Specialist

Provided data reporting requirements & collaborated with SSRS visualization developers Transformed & visualized data from disconnected data sources in Power BI using parameters, invoked functions, hierarchies, DAX, and Power Query M's ETL tool Created custom HubSpot dashboards for individuals, teams, managers & c-suite Built advanced data visualizations in Excel & Google Sheets; applied Power Pivot for data modeling Conducted data mining & applied statistical analysis techniques: descriptive, inferential, regression, hypothesis testing, correlation, time series, exploratory, multivariate & causal analysis

CRM Manager & Administrator

Customized & configured CRM user roles, permissions, custom objects, & properties; optimized pipeline stages to enhance sales processes & data management Built administrative automations to label, assign, update & trigger actions based on event-driven sequences Led CRM development to design, implement & optimize workflows, identifying inefficiencies & reducing errors & costs Trained & coached small & large teams with varying skill sets & performance goals Managed pipelines & provided workflow tools to help users organize, prioritize & manage workloads Designed & managed automated workflows & temporary processes during transitions Created CRM hard controls, soft controls & audit tools to strengthen data governance Applied event tracking to improve data quality & reporting capabilities Automated CRM operational & campaign communications via SendGrid integration Assisted with CRM migration planning & execution

Marketing Strategist

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Reported to the CMO, supporting inbound marketing, content strategy, SEO audits, backlinking, and UTM tracking to drive lead generation Developed & executed email campaigns targeting purchased lists to drive lead generation & nurturing Managed audience segmentation, seed lists, & AI sentiment analysis for enhanced targeting Supported lifecycle campaigns: drip, winback, re-engagement, renewal, & retention Partnered with sales to reduce the sales cycle by introducing SDR best practices Improved website performance using WYSIWYG tools (Wix) & front-end familiarity (HTML, CSS, Java) Drove activation & conversion improvements through A/B testing & data-driven optimization Contributed to KPI improvements: CLV, CAC, retention, MRR, time on platform, & repeat purchase rate Familiar with using industry-leading tools such as Ahrefs, Semrush, Google Search Console, Google Analytics (GA4), SimilarWeb, and Google Tag Manager to monitor website performance, track user behavior, optimize SEO strategies, and manage site tags.

Customer Service Manager

Established intake & triage processes for helpdesk tickets, SMS inquiries & inbound calls, ensuring efficient routing & resolution Managed helpdesk team across call, SMS & ticket channels Configured ticket categorizations, automations, assignments, dependencies, parent-child relationships, escalations, SLAs & reporting Owned high-level KPIs, prioritizing improvements in First Contact Resolution (FCR), satisfaction & effort scores Developed & implemented performance scorecards, warnings & strike systems to drive accountability & performance management

Management Accountant

Reported to the Controller, supporting FP&A processes and ensuring accurate financial reporting Generated payroll & sales tax filings; prepared monthly accrual financials, including journal entries, trial balance, income statement, balance sheet, bank reconciliations & cash flows Provided financial analysis & insights, conducting spot audits on loss-generating activities Served as Head of Fraud Risk Management, overseeing fraud detection, prevention & mitigation strategies

EXPERIENCE

August 2022 - Present

Strategist / Analyst

Xdev Group

A marketing and tech solutions company with clients in direct lending, group investments, digital health and solar. Performed roles within marketing and sales strategy, as well as data management and visualization.

June 2014 - July 2022

Autoplicity / THMotorsports

Manager / Director

A drop ship e-commerce company specializing in automotive products with roughly 16M skus and 1000+ orders per day. Started in accounting before moving into customer service with a focus on project management. Ultimately performing the role of director of operations.

January 2014 - April 2014

Internship

PricewaterhouseCoopers

Accepted the internship as a tax staff accountant during tax season. Supported the tax accountants by preparing and updating corporate tax return information

TOOLS & SKILLS

TOOLS AND SKILLS

TOOLS & SKILLS

Develop high-level semantic models using disconnected data sources Manage ETL pipelines via Power Query / M language Perform data calculations and create measures using DAX and data aggregation techniques Build hierarchical visualizations and dashboards in Power Bi

Provision Azure SQL databases and create effective data models with referentail integrity Wrote SQL queries and managed tasks on live production SQL servers using SSMS Perform CRUD operations, create functions and stored procedures Conduct data quality processes using data wrangling, normalization, and cleansing techniques Familiar with data transfer and platform migration processes using SQL Compare

Manage lead segmentation and nurturing automations Develop reporting and dashboards for specific individuals, teams, departments, managers and c-suite Configure CRM users, teams/groups, permissions, custom objects, properties, and optimize pipeline stages to streamline sales processes and improve data management Provide users with workflow tools and features to better organize, prioritize and manage their workloads; as well as produce pipeline management reporting CRM migration to HubSpot Automate general and marketing communications via workflows Implement administrative CRM automations for user workload and prospect management

Setup ticket intake and triage Configure users, teams, schedules, views and dashboards Configure ticket categorizations, automations, assignment, parent-child relationships, dependencies, escalations, SLAs, and reporting

Leverage declarative style automation with REST APIs to handle inbound and outbound JSON data. Create data synchronization, hydration and ETL processes Implement error handling techniques for source to target data ingestion pipelines Analyze JSON payloads for the purpose of understanding how an integration should correspond with internal database structures

Plan, track and manage cross functional projects Create and assign tasks to establish priorities, due dates, and dependencies. Design project roadmaps to illustrate timelines and milestones Setup reporting and dashboards (including gantt charts)

Help desk ticket and phone call intake and triage mapping Customer support scenario and problem solving decision trees General project diagraming and flow charts for workflows and process flows Lead segmentation and nurturing pathway design Decision tree for solution selling guidance Outbound auto communications mapping

Perform General Bookkeeping Manage accounts payables and receivables Prepare sales and payrol taxes

For guidance on specific tools and processes (example: quality control process) SOP for CSR scenario based ticket resolution Best practices for sales agents taking calls, SMS and emails CRM user manual for complete guidance on platform usage (features, processes, events, etc)

Design the necessary CRM features, controls and reporting to manage current business processes and implement new ones Hard and soft control planning for workflows and process flows that require constraints Identify weaknesses and opportunities in CRM processes to minimize errors, save time, and reduce costs Develop systems to capture data at key actions and events for analysis and reporting

Prepare monthly financials for subsidiary company; including analytical features to evaluate financial metrics over time. Document and aggregate various elements of CSR performance into a centralized evaluation source (agent scorecards / dashboard) Perform spot audits aand analysis with raw data sets for the purpose of providing greater insight Build report visualizations derived from data sets maintained in spreadsheets Maintain org chart and responsibility matrix Maintain prioritization matrix for project management purposes Create temporary workflows and process flows, and their respective analytics, when custom solutions/automations are not readily available