Customer Service Data

IRINA BEYZEROV

** ******* **

Medway, MA ****3

781-***-****

e-mail to: **********@*****.***

Summary:

. 9+ years of experience working with MS Excel (Advance level)

. Proficient in MS WINDOWS, MS Office (Word, Excel, Access, PowerPoint),

Netscape Communicator, Internet Explorer, Mozilla FireFox

. Experienced in SAS, Oracle (SQL), MS SQL Server, TOAD, SAP, FoxPro, SSPS

. Hard working, detail-oriented, organized, and self-motivated quick-

learner

. Reliable, flexible, and work well in a team environment.

. Good communication skills

Work Experience:

2008 Associate Business Analyst, "HiWired, Inc.", Needham, MA

. Participated in the analysis of customer support data by developing Excel

macros, formulas, and pivot tables for report purposes

. Created 'canned' reports to be run periodically or upon request

. Worked with Operations Managers to understand and develop new reports &

analysis

. Used Microsoft SQL queries to extract data from complex database schema

. Helped to drive agent performance with timely performance reporting in a

fast-paced environment

2007 Data Analyst, "Volt Technical", Downers Grove, IL - Contract with

Rockwell Automation, Chelmsford, MA (Marketing department)

. Participated in the analysis of marketing data by developing Excel

macros, formulas, and pivot tables for report purposes. Created 'canned'

reports to be run periodically or upon request

. Verified data loaded into SAP from Excel spreadsheets

2001 - 2002 Copier, "Duplicating USA", Boston, MA

1 Copied confidential documents, and distributed to the appropriate

personnel. Received orders from customers.

1998 - 2001 Group Leader, Russian State Humanitarian University Department

of

Telecommunications, Moscow, Russia

. Managed client account and contracts. Conducted negotiations with clients

. Provided administrative, customer service (CS), and technical support

. Worked within cross-functional teams, participated in the statistical

analysis of client use data and preparation of the appropriate reports in

tabular and graphical form (SAS6, Oracle8, FoxPro, and MS Access). Ran

existing general-purpose programs, and participated in program

customizations to produce ad hoc-reports.

1996 - 1998 CS Representative with consecutive growth to Group Leader in

the Customer Service Department, "AEROCOM" Telecommunication

Network, Moscow, Russia

. Managed client accounts and contracts. Provided CS support, data entry

and analysis (FoxPro, MS Access)

1995- 1996 Statistical Analyst, 1st City Hospital, Moscow, Russia

. Participated in gathering and review of end users' requirements in

clinical environment (medical personnel)

. Provided statistical analysis of treatment patterns, patient vital sign

parameters, drug usage trial data (SPSS)

. Prepared routine and ad hoc reports on various sides of hospital activity

1994 - 1995 Engineer, International Economical Department of the Space

Center, Moscow, Russia

. Provided statistical analysis (home grown applications). Carried out data

entry, and data analysis.

Education:

BS in Statistics, Moscow State University of Economics and Statistics,

Moscow, Russia, 1994

Data Entry /Office Skills Professional Training, Jewish Vocational Service

Training Center, Boston, MA, 2002

Advanced MS Office, Bunker Hill Community College, Boston, MA, 2003

Personal:

US citizen, fluent in Russian and English

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