Customer Service Data

Summary of qualifications

Data Analyst candidate that has a passion for all things data and possesses experience in writing SQL queries and applying Business Intelligence tools at a credit union. A proactive professional and a quick learner who is dedicated to the success of her team and takes initiative to accomplish target objectives and optimize business performance.

Microsoft Office Suite

Tableau

SQL Server

SAP Crystal Report

MS Excel

Microsoft Visio

Microsoft Project

SAS

Data Mining

Qualtrics

Google Analytics

Education

California State University, Fullerton Fullerton, CA

M.S. in Information Systems (Concentration: Business Analytics, GPA: 3.7) January 2015 - May 2017

Foreign Trade University Hanoi, Vietnam

Bachelor of Arts in International Business September 2006 - May 2010

Professional Experience

American First Credit Union La Habra, CA

Business Intelligence Intern January 2017 – May 2017

Wrote SQL queries (Select, Sum, Count, Case statements) to extract and manipulate data from transactional dataset of average 10000 records

Provided cleaned and workable data by cleansing raw data and aggregating data in MS Excel

Validated credit card behavior patterns and segmented credit union’s members based on their behaviors to identify targeted group

Analyzed demographic data and operational data using techniques such as cluster analysis, linear regression to find trends in users’ behaviors

Measured the success of 2 marketing campaigns using post-campaign data and established reports

Standard Chartered Bank (Vietnam) Limited HCM, Vietnam

Trade Operations Officer, Trade Operations and Loan Processing Unit October 2010 - November 2013

Consulted 20 clients daily in preparing or revising trade documents (including logistics documents, export-import forms, trade loan applications…) through phone, email, face to face, thus ensure superb customer service.

Identified problems related to clients’ transactions and resolved them to maximize operational efficiency.

Collaborated efficiently with 5 operations team and 2 overseas support teams in processing trade transactions.

Related Experience

California State University, Fullerton Fullerton, CA

Graduate Assistant – Advising Team, School of Nursing July 2016 – May 2017

Processed and reviewed admission applications for nursing programs.

Answered prospective student’s queries via email and in person to guide students through application processes.

Leadership Experience

Business and Data Analytics Club (BDAC), CSUF Fullerton, CA

VP of Operations

Planned and moderated events, purchased and maintained supply list for events

Hosted successfully the first analytics competition for members and students at Cal State Fullerton

Sales Leadership Center (SLC), CSUF Fullerton, CA

Executive Assistant

Executed marketing plan through different marketing channels such as emails, flyers.

Promoted events on Eventbrite and tracked attendance by using analytics tools.

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