Customer Service Data Analysis
Resume:
Jeffrey Heller
Peoria IL ***04-3117
*********@*****.***
PROFESSIONAL SUMMARY
I am an astute business professional with a MBA degree with Business Economics as my
primary focus. I have extensive experience in customer service, with state & Federal government
agencies, and the private sector.
• Well-versed with the processes of supply/demand analysis, economic forecasting, risk
analysis;
• Performed iterative usability testing, and assessment to provide guidance for process/
product improvement.
• Presented research quality standards and statistical audit reports to internal customers
• Performed extensive research and data analysis to improve systemic processes
• Performed standardized review of closed cases; mentored new employees on job
• Also experienced in running queries, sorting and filtering data; analyzing shippig
schedules
I have an excellent grasp on customer service, tactful communication/negotiation, fostering
business relationships, networking & marshaling resources to obtain reliable data;
communicating with buyers and customers. Excellent demographic and human psychology
knowledge to analyze customer expectations.
Available immediately for positions in the Peoria and Bloomington-Normal, Illinois areas
SKILLS
• Data Analysis
• Data cleansing
• Adept at Internet navigation, including business, legal, and policy research
• Human Psychology
• Customer Service
• Customer Experience Monitoring
• Reporting
• Access/Excel/PowerPoint, Word, Outlook, Lotus Notes, LOOKUP, LOGNET, Minitab.
PROFESSIONAL EXPERIENCE
Gaps in employment due to continuous job searches
John Deere, Moline IL (short term assignment only)
Dec 2013
Data Analyst
• Performed data analysis on Deere farming machine models using Microsoft Excel
• Used sort, filter, format cells, and VLOOKUP functions to predict future demand
• Worked with John Deere statistician to develop mathematical demand formulas
• Completed spreadsheet to determine demand for agricultural machines used in US &
Canada
Jeffrey Heller
2709 W Nebraska Ave
Peoria IL 61604-3117
*********@*****.***
Caterpillar - Mossville, IL May 2012 - Dec
2012
Data Analyst
• Contributed to cost reduction team: $1.6M FY 2012 savings for CAT
• Analyzed supplier spend and demand data - re-sourcing orders to cheaper suppliers
• Worked with buyers/purchasing analysts and took customer feedbacks to bring savings -
order fulfillment; analyzed shipping and pricing schedules to determine optimal EOQ.
• Verified purchasing orders and demand for manufacturing plant in Joliet
• Verified revised supplier quotes / new demand data using LOGNET
• Ensured purchase orders matched supplier shipping dates and required quantities
• Maintained Material Requirements database to ensure timely purchase orders for plant in
Joliet.
Bed, Bath & Beyond Store, Peoria IL Jul 2011 -
Aug 2011
Retail Associate
• Worked as cashier serving customers in front of store
• Restocked store merchandise on daily basis, performed stockroom inventory, per
customer experience and feedback.
• Assisted customers to locate merchandise and explained refunds/exchanges
MT - Health & Human Services, Helena, MT Nov 2009 -
Apr 2010
Social Service Specialist
• Investigated & evaluated claims for Medicaid and long-term care assistance
• Conducted intake interviews and verified demographic and financial information
• Conducted additional interviews with clients to complete asset / income analysis
Internal Revenue Service
Revenue Officer / Bankruptcy Specialist: - Helena MT Oct 2007 -
July 2009
• Negotiated with taxpayers to effect best case resolution
• Made adjustments to tax accounts: penalty abatements, changes to tax
Jeffrey Heller
2709 W Nebraska Ave
Peoria IL 61604-3117
*********@*****.***
Collection Advisor / Reviewer - Seattle WA Mar 2005-
Sept 2007
• Provided feedback to revenue officers on complex collection issues as per data analyzed
and collecting feedbacks from customers
• Discharged and subordinated Federal tax liens on property transactions
• Acted as liaison between field personnel and IRS Counsel & Dept. of Justice
• Analyzed data regarding property appraisals, settlement statements, and title reports
• Reviewed questionable information on Forms 1040/941 for potential audit referrals and
new product designs
Collection Quality Auditor/ Data Analyst - San Francisco & Oakland CA Feb 1991-
Mar 2005
• Performed statistical analyses identify systemic deficiencies and predict future trends
• Performed special project reviews at management’s request – using MS Excel / Access
• Performed iterative usability testing, and assessment to provide guidance for process
improvement.
• Presented Research,quality standards and statistical audit reports to internal customers
• Performed extensive research and data analysis to improve the process
• Performed standardized review of closed cases; mentored new employees on job
EDUCATION
MBA - Business Economics, California State University, Hayward CA
MA - Brandeis University, Waltham MA
BA - Northwestern University, Evanston IL
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