(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary
Highly motivated Sales Associate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased sales, improving buying experience and elevating company profile with target market.
  • Business and Data Analysis
  • Reporting Systems
  • Quality Control
    • Process Improvement
    • Credit Card Knowledge
    • ​Excellent problem-solving abilities
Carnegie Mellon University , Expected in 1986 Master of Science : Statistics - GPA :
Clarion University of Pennsylvania , Expected in 1984 Bachelor of Science : Computer Science and Mathematics - GPA :
  • Graduated Magna Cum Laude
Work History
Navy Federal Credit Union - Product Strategist III
Moyock, NC, 01/2012 - Current
  • Responsible for credit card strategies related to existing card accounts. Testing and implementing programs to increase credit card engagement and spending through communications about card benefits and rewards for existing account holders.  Specific campaigns developed included:
  • Early Month on Book (EMOB) is a series of four communications to new cardholders sent within first 120 days after account opens. Each communication focuses on two topics meant to encourage card usage and educate new cardholders on the benefits that comes with their card.
  • Welcome Kit is a communication sent to new cardholders within 5 days of account opening.  It reinforces the specifics of the product the member opened.
  • Spend & Get campaigns including Rotating bonus categories, back to school campaigns, holiday spend campaigns, and statement credits for successive month spending.

Also worked on projects to improve our products including:

  • Implement digital wallets for our cardholders including ApplePay, Android Pay and Samsung Pay
  • Added cell phone insurance to our credit card products at no charge to member
  • Put annual statements online for all credit cards, not just Visa signature cardholders
Tendril - Business Operations Analyst II & III
Chicago, IL, 01/2008 - 01/2012

Served as lead analyst to VP of contact center.

  • Responsible for executive reporting. Led implementation of new reporting projects including development of daily reporting system and executive dashboard on call handling.
  • Conducted analysis on day to day operations of our contact center. 
  • Expert on contact cost analysis. Developed formulas for cost of average call handling for each service area.
  • Business lead for automated telephone solutions.
  • Analyzed member satisfaction usage and correlated to calls and call results. Analyzed members with repeated calls and correlated to usage of other contact channels.
United Way Of America - Data Analyst
Dallas, TX, 08/2000 - 10/2007

Worked in diverse areas of business including Marketing and Analysis, Customer Management, Operations, and eCommerce.

Managed teams of up to 5 associates and contractors.

  • Set-up new team to work on special segmentation and reporting projects within credit card account management.
  • Managed team responsible for name selection process of a customer management campaign that mailed 5 million existing customers monthly.  Team was responsible for all quality control checks and reporting on customers included.  As part of the process, all fulfillment actions were also implemented.
  • Set-up reporting systems for a new interactive VRU product being being implemented.  Product was used across departments to carry out various marketing and collections campaigns.  Reporting system was set-up to pull data from both the VRU product database and existing cardholder data and could be run by the business units running the campaign.
Independent Projects Analysis - Database Manager
City, STATE, 09/1995 - 08/2010
Managed ten research databases that formed the basis for a $20 million dollar business. Trained and managed data entry personnel. Scheduled entry of over 1,000 projects per year. Formulated and programmed first comprehensive data validation and quality control procedures for databases.

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Resume Overview

School Attended

  • Carnegie Mellon University
  • Clarion University of Pennsylvania

Job Titles Held:

  • Product Strategist III
  • Business Operations Analyst II & III
  • Data Analyst
  • Database Manager


  • Master of Science
  • Bachelor of Science

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