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Customer Service Data

Las Vegas, NV
October 31, 2018

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Terrelle Carter

Las Vegas NV, ***** 202-***-****

Skilled business analyst with advanced excel skills, data curation and data mining experience. Experienced user of SQL, BI360, PowerBI platforms for analytic/dashboard creation.

Work Experience:

Consultant – Contractor

Colonial Parking, Inc – Washington, DC 20007 United States

June 2018 to present

Duties: Provide support to CFO and IT department on business intelligence platforms, client portal and FP&A needs. Including the review and optimization of the organizations data warehouse and data models. Highlighting data governance concerns, points of failure, identifying duplicate and redundant data sets. Implementing changes to current warehouses environment that will optimize the use of data, restructuring the warehouse tables to more efficiently store data based on current and proposed use of the data, removing redundant members and measure from the data model. Working with the business intelligence team to identify new data that will be warehoused.

Sr. Business Analyst

Colonial Parking, Inc - Washington, DC 20007 United States

April 2016 to May 2018

Supervisor: Ron Peck (CFO) 202-***-****)

Duties: Review of Labor, pricing, unit growth and budgeting practices. Data mining and curating data for the organization's business intelligence platform. Developing and maintaining the client facing portal which provide real time analytics and access to the client's statements. Work interdepartmentally to advance the organization's "big data" initiatives. Provide insight to Sr. VP's and Board members on a wide variety of subject matter via daily/monthly flash reports and or dashboards including commentary. Provide analytical support to multiple department heads including Accounting, Revenue Integrity, Monthly Accounts, Field Operations and Risk Management. Coordinate and implement Financial / Operational budgeting enhancements. Create ad hoc and corporate reporting using SQL query, SSRS, PowerView, PowerBI, Solver BI360 and others. Review and provide process improvement strategies to increase both productivity and accuracy. Manage projects in Financial Planning & Analysis and Data Warehousing pipelines through their entire life cycle.

Accomplishments: President's mission award recipient. Integrated Operational budgets to the organizations BI solution. Provided additional granularity to budget and actuals that allowed the origination to analyze product performance at both micro and macro levels.

Business Analyst

Colonial Parking, Inc - Washington, DC 20007 United States

May 2014 to April 2016 DC 20007

Supervisor: Seth Gunn (Director of Revenue Integrity & Maximization)


Review transient revenue statistics to coordinate and direct ticket auditing, processing month end closing process for all transient business, and insuring all cashier shortages were reconciled before closing. Prepare and distribute Cashier reconciliation reporting. Develop and implement auditing procedures and guidelines and conducting interdepartmental audits. Managed ticket auditing staff, assigned location and shift audit schedules. Collaborated with Operational management on audit failures, and procedural enhancement to mitigate the organizations liability and improve project manager accountability. Primary data minor for Colonial's business intelligence platform, developing and implementing data migration and validation processes for data warehousing

Accomplishments: President's mission award recipient. Automated audit assignment process for Field and Ticket auditors that identified high risk shifts while meeting individual client audit requirements. Streamlined the record retention process to reduce Operational data entry lags, improve audit compliance and client specific retention requirements while improving operational accountability of audit findings.

Systems & Contracts Specialist

Colonial Parking, Inc - Washington, DC 20007 United States

August 2012 to April 2014 DC 20007

Supervisor: Lori Gagnon

Duties: Responsible for the acquisition and management of Government contracts. Managing the invoicing and account management of the organizations relationship with over 20 agencies. Knowledge in WAWF, MPO, and other invoice submission systems. Conduct high level A/R analysis, reported directly to board members. Produce and analyze revenue projections. Created and implemented department policies and procedures.

Interim Director Monthly Accounts

Colonial Parking, Inc. - Washington, DC 20007 United State

September 2010 to August 2012

Supervisor: Bereket Woldu

Duties: Responsible for day to day department operations including the procurement of supplies and services vital to the customer service process, invoicing, and collections. Vetted and implemented a new billing system that has increased the organization's operational effectiveness. Played a vital role in the implementation and creation of a more integrated account management system, improving accuracy and account reporting. Working closely with the upper management and accounting to provide accurate account activity reports; implementing rate changes and contracts and researching balances/receivables and credits for customer accounts.

Accomplishments: Orchestrated and implemented departmental restructuring to provide better tiered support for customers and operational staff and improve employee productivity. Streamlined monthly invoicing process reducing the lag between invoice and credential creation and receipt by the customers.

Customer Service Representative Monthly Accounts

Colonial Parking, Inc. - Washington, DC 20007 United States

September 2002 to August 2010

Supervisor: Ron Parker

Duties: Responsible for providing customer service to a portfolio of 40+ locations and the operational staff for the locations. Managing parking credentials and access devices through a variety of parking management systems including but not limited to McGann, SkiData, WPS and 3rd party access control entities.

Accomplishments: Awarded the Team Excellence Administrative Employee of the Quarter for January - March of 2003, Certificate of Achievement for A/R reduction in February 2004, 2x President's Mission Award recipient as well as receiving many written and verbal accolades for assistance provided to internal and external customers.

Billing & Contracts Specialist

SkyTel Communications - Washington, DC United States

August 2000 to December 2001 United States

Supervisor: Chiquita Hutton

Duties: Responsible for solving and correcting all billing issues within a two-week time frame, many times this included conference calls with both customers and SkyTtel sales representatives to bring resolution to issues.

Accomplishments: Within first six months I was given full responsibility over SkyTel's Commercial Mid Atlantic, and Southeastern regions. As of April 30th 2001 I was given control of SkyTel's Government West Coast region. Have received many verbal and written accolades from both customers and upper management within SkyTel.


High School Diploma Largo Senior High School Upper Marlboro - Upper Marlboro, MD June 1999 Psychology and Art Prince Georges Community College Largo - Largo, MD

Skills: SQL, Cost Analysis, Analytical/Research Skills, Contract Negotiation, SQL Database, Report writing, Project Management, Team leadership, BI360, SSRS, PowerBI, Advanced Microsoft Excel, Budgeting

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