Customer Service Data

W ILLIAM N ORTON

Minnetonka, MN

612-***-**** ***********@*****.***

SUMMARY

Data Analyst, with over 13 years of experience as a Fuel Tax Specialist within the trucking industry.

Expert problem solver, with particular skills that include analyzing and manipulating relational

databases. Adept at writing VBA programs to enhance workplace processes. Recognized for

creating and implementing programs to increase efficiency and reduce time to complete work.

WORK EXPERIENCE

COMDATA, Bloomington, MN 1999 – 2012

Fuel Tax Specialist, Trucking

Analyzed data and reconciled dispatch, fuel, and calls with GPS for the purposes of figuring fuel tax

for trucking companies. Wrote Microsoft Access programs to enhance the process. Performed data

entry work, helped troubleshoot processing errors, and prepared the month for new processing.

Created CD history backup of all clients from a shoebox full of individual computer tape

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backups, making all information accessible on 2 CD copies, alphabetically cataloged.

Created frmAudit, a one-stop shop for all auditing reports, and enabled auditors to pre-verify

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tractors and allowed filtering of tractors traveled in a particular state.

Implemented monthlylists.mdb, consolidating client, mailing, and snapshot lists into a single,

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easily accessible location and allowed automatic updates and entries in tblClientHistory,

indicating when change occurred, making archiving process easier.

Developed frmArchive, allowing easier diagnosis and ability to fix archiving problems.

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Wrote macToDateContentCheck, taking existing fuel and miles queries and providing an

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easily readable report.

Wrote frmCreateQuarter, building the quarterly database by automatically linking and

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appending fuel and miles records from tables in the 3 months of the quarter.

Wrote frmAnnualReports, sending multiple client reports to a predictable location for easy

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retrieval later, even enabling the reports to be sent in Excel as well as Wordpad.

Made an enhancement in the snapshot process that produced a clear error message

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whenever the user accidentally attempted to run the wrong process (final snapshot instead of

initializing snapshot or vice versa).

HRM Claim Management, Incorporated, Bloomington, MN 1998

Data Analyst

Analyzed customer data in order to locate missing clients for this firm that provided services to

health plan management and health care companies.

Accomplished a very high ‘hit rate’ for matching incomplete client data to actual client

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location and current circumstances.

Accomplished this through triangulation among a Social Security database, company

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records, and incomplete client information.

AUTHOR ENTERPRISES, San Francisco, CA 1989 – 1997

Founder and President, Commercial Materials Recycling Business

Identified, sold, and managed accounts with over 200 clients in the San Francisco Bay Area.

Services included pick-up and separation of a wide variety of recyclables, including six different

types of paper, cardboard, glass, aluminum, scrap metal, steel cans, and plastic bottles.

Redemptions took place across a network of recycling plants throughout the Bay Area.

Made scheduled pickups and ‘on-call’ special trips that optimized customer service.

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Developed a reputation for reliability that exceeded smaller competitors.

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Earned a level of client trust that enabled the firm to directly access client office space.

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Established strategic partnerships with a larger firm to ‘load-balance’ diverse accounts.

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Generated profits with small accounts ordinarily not considered workable by competitors.

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Provided ‘basement hauling services’, which other firms were generally unable to deliver.

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EDUCATION

- Currently pursuing a degree in Engineering/IT from Century College in White Bear Lake, MN

- B.S. degree in Computer Programming, National American University, Bloomington, MN

• Magna cum laude

LANGUAGES

- German, beginner

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