Customer Service Data Analyst

LEO CHRISTOPHER BURKE

****B Dana St. Berkeley, CA 94704

415-***-**** ***********@*****.***

PERSONAL STATEMENT

I am a newly qualified, technically-minded and business-savvy individual from Galway, Ireland currently located in Berkeley, CA. I have recently completed a M.Sc. in Business Analytics from NUI, Galway and graduated in November 2018 with first-class honors (3.8 GPA equivalent). I am a enthusiastic and inquisitive individual demonstrating a high aptitude to work with senior team members and gain their confidence. I am a strong team player, have the ability to take initiative, show leadership and am ambitious to learn quickly. Excellent written and verbal communication skills with a high sense of responsibility and personal accountability. EDUCATION

National University of Ireland, Galway

J.E Cairns School of Business & Economics

M.Sc. in Business Analytics, First-class Honors (3.8 GPA avg) 2017 - 2018 B.Comm. with Business Information Systems, Second-class Honors (3.6 GPA avg) 2013 - 2017 University of Groningen, The Netherlands (Erasmus Exchange Programme) Spring 2016 Cistercian College, Roscrea Co.Offaly (High School) 2006 - 2009 WORK EXPERIENCE

NestEgg Property Management June 2018 - December 2018 Full-time Junior Business Operations Analyst Airbnb Host Organisation

· Support identifying, prioritizing, planning, and managing strategic processes for Line of Business (LoB).

· Development and ownership of analytics against performance measures at LoB levels.

· Prepare executive management dashboard and reports to track progress of key performance metrics.

· Manage the contractor hiring process for the business and associated expense analysis.

· Support financial forecasting, including detailed budget to drive high quality decision-making. Wayfair Ltd. June 2015 - Dec 2015

Full-time Freight Analyst Internship E-commerce Retail Platform

· Linked customer service, supplier operations teams and business vendors using internal ERP system.

· Writing and executing SQL queries to find root cause issues for business vendors and drawing accurate conclusions in data driven performance analysis.

· Providing weekly analysis reports to senior business partners and provide initiative for improvements.

· Introduced new suppliers, working cross-functionally to establish logistical accounts between carriers and supported trials of new carriers.

Mapfre Asssistencia Feb 2013 - Jun 2015

Full-time International Assistance Coordinator Travel Insurance Broker & Underwriters

· Fast-paced medical insurance company, professionally handled inquiries with Oracle ERP System.

· Coordinated assistance with foreign subsidiaries and hospitals to organize the repatriation of clients.

· Met high standards of customer service while being responsive and empathetic to the clients needs.

· Took ownership of sensitive cases from receipt to completion, working cross-functionally with various business stakeholders.

MASTERS OF SCIENCE IN BUSINESS ANALYTICS

Key skills and roles: NUI, Galway 2018

· Coordinating testing efforts, client-focused attitude & high aptitude for analytical & logical thinking.

· Identifying, analyzing, & documenting business requirements & converting to technical design.

· Collecting, identifying, organizing, & analysing data from various systems.

· Identify & document data migration paths & processes.

· Develop & perform standard queries for data quality, identify inconsistencies, missing data & resolve.

· Strong communication skills & ability to build relationships with technical and non-technical colleagues.

· Discover trends and opportunities through regression analysis and data mining techniques.

· Demonstrate creativity & expedition in resolving complex problems/issues. Core Modules: Decision Theory & Analysis, Strategic Management, Applied Customer Analytics, Database Systems, Statistical Techniques in Business Analytics, Advanced Application Programming, Business Modelling & Analytics, Advanced Application Programming. TECHNICAL SKILLS AND TRAINING

Programming Languages & Relational Database Management

- Java, C#, MySQL

Statistical, Business Modeling & Big Data Analysis Tools

- R, SPSS, Excel (XLMiner), Tableau, HDFS, Hive, MapReduce

- Linear models, Time series analysis, Machine learning & SDLC methodologies SAP Business Warehouse Certificate, University of Duisburg-Essen 2018

- Enterprise Data Warehousing and Report & Query Design in SAP framework Microsoft Office Programs

- ECDL: Highly proficient in Excel, Word, PowerPoint 2008 Other Non-Tech Skills & Training:

Manual Handling Courses, Door Security Personnel License, HACCP L1 certificate (Food Safety), First-Aid Health Certificate 2013 - 2018 RESEARCH

Business & Data Analysis of Student Support Services NUI, Galway 2018 Master’s Thesis: ”An Investigative Analysis into the NUI, Galway Student Experience” Working in collaboration with Student Support Services in NUI, Galway to create a forecasting model used to help alleviate resource stresses from crucial support services in high demand by students. By analyzing capabilities, as well as model and data structure provided Student Support Services with insight used to make better decisions in re-appropriating resources across the different support service areas in highest demand throughout the university. Recommendations were made on how to improve the model, increasing its effectiveness and accuracy of forecasting by improving the quality of the data being collected year-on-year.

EXTRACURRICULARS

Student Connect Mentor & Class Rep 2013 - 2018

Assisting & Representing NUI, Galway Students NUI, Galway Intercultural Awareness & Cross-Cultural Communication Skills 2017 ICOS - Irish Council for International Students

Leinster Schools Senior Cup, Rugby 2007 - 2009

Integral member of team leadership CCR, Roscrea

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