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Senior Analyst Resume Example

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SENIOR ANALYST
Professional Summary

Tech-savvy Senior Analyst with over a 13-year background in SaaS and web-based platforms. Fortes include client management, implementations, data modeling and data analysis. Excellent planning, organization, teamwork, leadership, and communication skills. Self-reliant with the ability to implement clients, maintain relationships, manage large-scale projects, manage and meet deadlines, handle daily operational requests, perform analysis and make recommendations to guide client success.

Skills
  • Analytics program experience
  • Information gathering
  • Statistic analysis
  • Technical Understanding
  • SQL
  • Client Management
  • Data Analysis
  • Web-based reporting tools
  • Competitive analysis
  • Data formatting
  • Data validation
  • Use Cases
  • Project Management
Work History
Senior Analyst, 10/2014 to Current
Kinetiq (formerly Iq Media) – Conshohocken, PA
  • Investigated and addressed platform issues to enhance usability and improve functionality.
  • Delivered in-depth client facing and internal training, imparting knowledge of best practices for protecting data and minimizing errors.
  • Evaluated and adopted new technologies and tools to address changing industry needs.
  • Validated results and performed quality assurance to assess accuracy of data in custom reporting role.
  • Provided custom reporting via data transfers, written analysis and data visualization on a daily, weekly, monthly, quarterly, annual and ad-hoc basis.
  • Liaised between clients and development team, as well as custom services and development.
  • Articulated viewpoints to management and led 30 projects in 2020.
  • Supported and aligned efforts to meet business and customer needs.
  • Developed reporting and insights for customer reporting clients.
  • Documented procedures and processes and shared information with custom services team.
  • Generated reports detailing findings and recommendations.
  • Maximized team knowledge and productivity by effectively training, monitoring and directing employees in application of best practices and regulatory protocols.
  • Applied knowledge of data modeling and statistical analysis to note trends and draw conclusions.
  • Organized [Type] resources to boost operational efficiency of [Type] and [Type] areas.
  • Synthesized current business intelligence data to produce reports and polished presentations, highlighting findings and recommending changes.
  • Developed database objects, including tables, views and materialized views using SQL.
  • Built library of models and reusable knowledge-base assets to produce consistent and streamlined business intelligence results.
  • Coordinated statistical data analysis, design, and information flow.
  • Produced monthly reports using advanced Excel spreadsheet functions.
  • Transformed project data requirements into project data models.
  • Trained employees on platform use,SQL, Keynote and other data visualization tools for improved data management, monitoring effectiveness and suggesting improvements.
  • Created various Excel documents to assist with pulling metrics data and presenting them to give concise understanding of best placement for needed resources.
Professional Services Consultant, 01/2009 to 10/2014
Vocus (now Cision) – Beltsville, MD
  • Handled customer issues with confidence, using [Skill] to provide effective resolution.
  • Escalated incidents to next level to remain compliant with company's standards and procedures.
  • Suggested add-on services that would be helpful to customers and improve bottom line.
  • Developed documentation and logs of implemented solutions and generated and submitted [Timeframe] reports.
  • Pleasantly greeted customers and asked open-ended questions to better determine needs.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
  • Managed CRM database, including troubleshooting, maintenance, updates and report generation.
  • Kept physical files and digitized records organized for easy updating and retrieval by authorized team members.
  • Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.
  • Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs using MS Office suite.
  • Oversaw appointment scheduling and itinerary coordination for clients.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Customer Support Specialist, 01/2007 to 01/2009
Vocus (now Cision) – Beltsville, MD
  • Served customer account and technical needs across faced paced call volumes+ daily calls, consistently meeting productivity and quality targets.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Conferred with customers about concerns with products or services to resolve problems.
  • Leveraged consultative approach to gather customer details and technical data.
  • Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
  • Entered customer interaction details in Salesforce to track requests, document problems and record solutions offered.
  • Helped up to 50 customers every day by approaching conversations with positive attitude, knowledge and troubleshooting.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Multitasked to handle diverse customer needs in high-volume [Type] setting, prioritizing tasks to keep up with challenging deadlines.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Answered customer telephone calls and chats promptly to avoid on-hold wait times.

Education
Bachelor of Arts: Middle Childhood EducationMarietta College - Marietta, OH
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Resume Overview

Companies Worked For:

  • Kinetiq (formerly Iq Media)
  • Vocus (now Cision)

School Attended

  • Marietta College

Job Titles Held:

  • Senior Analyst
  • Professional Services Consultant
  • Customer Support Specialist

Degrees

  • Bachelor of Arts : Middle Childhood Education

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