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Data Analyst with 5 years of experience in financial services
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Competencies
Utilized analytical tools and techniques to interpret complex datasets for business insights.
Built and optimized queries for data extraction and manipulation within relational databases.
Created advanced spreadsheets, pivot tables, and macros for data organization and analysis.
Designed dashboards to visualize key metrics and aid decision-making for management.
Summary
Dedicated data analyst specializing in extracting actionable insights from financial datasets to support business growth.
Key Achievements
- Completed data analysis projects that supported strategic decision-making in finance.
- Developed and maintained dashboards for monitoring key performance indicators.
- Streamlined data collection processes, reducing the time to generate reports by 30%.
Experience
Billing Analyst / Retentions Specialist
Resolved customer billing issues and account discrepancies with high accuracy., Handled subscription adjustments, prorated charges, and plan modifications., Delivered customer support and retention solutions, reducing churn through proactive engagement., Used CRM tools and billing platforms to document account activity and issue resolutions., Collaborated with internal departments to escalate complex cases and ensure timely resolution., Met daily KPIs in call handling, retention rate, and issue resolution.
Billing Analyst / Dispute analyst / Account Analyst
Reviewed and analyzed invoices across multiple client accounts, ensuring billing accuracy., Investigated disputed charges, processed credits/debits, and maintained records of resolutions., Coordinated with finance, AR, and customer service teams to address account-level discrepancies., Generated monthly and ad hoc billing reports to support audit and forecasting efforts., Improved dispute resolution time by standardizing response templates and escalation flows., Managed account reconciliations, aging balances, and client billing inquiries.
Billing Analyst / Retentions Specialist
Supported Dow Jones subscribers with billing issues, renewals, and cancellations., Used persuasive communication to retain subscribers and upsell plan features., Resolved payment failures, billing cycle questions, and refund requests with empathy and clarity., Maintained accurate customer records using CRM systems (Salesforce, Oracle, etc.)., Regularly exceeded retention targets and customer satisfaction (CSAT) scores.
Billing Analyst / Dispute analyst
Researched and resolved billing and transaction disputes for Chime users., Worked within strict compliance frameworks (e.g., FDIC, PCI) to ensure data privacy., Investigated fraudulent charges and escalated unresolved issues to fraud teams., Communicated clearly with customers about dispute outcomes, timelines, and expectations., Helped reduce chargeback rates through timely investigation and resolution.