David - Data Analyst with 5 years of experience in financial services

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.

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.

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.

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.