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Data Analyst with 5+ years of expertise in data-driven decision making
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Competencies
Performed comprehensive data analysis to derive actionable insights across various business units.
Designed and maintained complex SQL queries to extract and manage large datasets efficiently.
Utilized BI tools like Tableau and Power BI to create interactive dashboards and reports.
Ensured data accuracy and consistency through rigorous cleaning and preprocessing techniques.
Education
Summary
A dedicated data analyst with over five years of experience in transforming complex data into strategic insights. Skilled in SQL, BI tools, and data processing, committed to supporting data-driven decision making.
Key Achievements
- Led implementation of a new BI dashboard that improved data reporting efficiency by 30%.
- Developed predictive models that supported marketing strategy, resulting in targeted campaigns.
- Streamlined data collection processes, reducing data errors and processing time.
Experience
Subject Matter Expert - Home Warranty
In-depth knowledge of home warranty policies, coverage, exclusions, and claims., Acting as point of contact for policy/process-related questions, Supporting QA, Training, and Operations teams with expert guidance., Collaborating with leadership to enhance service delivery and reduce errors., Preparing reports and insights to improve overall service quality.
Workforce Management Specialist
Real-time monitoring of agent performance., Communicating real-time staffing changes and escalations, Forecasting call volume, staffing needs, and workload distribution., Tracking Service Level (SL), Average Handling Time (AHT), Occupancy, and Adherence., Managing agent schedules, breaks, and shift adherence., CRM & Ticketing Systems (Salesforce, Zendesk, Avaya Call Management System)., Microsoft Excel & Google Sheets (Pivot Tables, VLOOKUP, Macros).
Customer Support Specialist - Home Warranty
Processed incoming customer orders daily with high accuracy and efficiency., Reviewed and verified order details to prevent discrepancies and ensure proper fulfillment., Informed clients of policies and procedures regarding their Home Warranty.
Customer Service Representative - Retail
Responded to high-volume customer inquiries via email and phone, providing timely and accurate resolutions., Familiarity with Amazon Prime, returns, refunds, and order management., Used knowledge base tools to provide accurate solutions and reduce call handling time.