Data Analyst Customer Retention
Resume:
Richard Matthew Ostberg
EXPERIENCE
*/**** - ******* **** ****** LLC
Owner / Consultant
Provide statistical and methodological assistance for research projects and clinical trials
Provide tutoring and mentoring to graduate students in math, finance and technology disciplines
Provide tutoring in pre-algebra, algebra, geometry, trigonometry, calculus, and statistics to middle and high school students
4/2018 – 9/2022 Oracle
Lead Data Analyst
Perform time series analyses to gauge impact of operational changes on customer satisfaction
Develop and implement predictive modeling in R and Python to improve customer retention using operational and contract data
Develop and implement predictive algorithm in R and Python to anticipate and reduce customer escalations
Design, implement and maintain executive dashboard for customer effort and retention analyses using OBIEE
Provide methodology for AB testing of operational changes on customer satisfaction and retention
Redesign, pilot and implement customer satisfaction survey to improve response rate, survey reliability and validity
Forecast sales and service workloads across product portfolio using SARIMA modeling to optimize staff resources
Architect and drive solution to migrate effort modeling and dashboard to Oracle Cloud Analytics environment
Provide ad-hoc reports using SQL and OBIEE extensions
Consolidate and analyze key performance data using SQL, OBIEE, R, and Excel
Assist colleagues with design and visualization of KPI metrics for executive presentations
Work with stakeholder groups at executive, management, and engineer levels to provide recommendations on improving data analyses
Provide statistical insight for colleagues developing KPI investigations to identify operational improvements
Provide mentoring and validation of statistical analyses related to forecasting and cost benefit analysis
Facilitate communication of complex statistical analyses and recommendations to executives
Key Accomplishments:
Increased margin and profitability by creating and executing strategic headcount forecasting tools.
Reduced logistics costs by 10% through analysis of part failure rates and network efficiencies
Improved customer retention through the creation & implementation of an algorithm and dashboard that predicts customer effort and likelihood to renew
Redesigned customer satisfaction survey to improve response rate, survey reliability and validity
5/2017 - 4/2018 Staples
Senior Insight Analyst
Redesigned employee satisfaction and retention survey to provide operational recommendations
Designed and implemented advanced statistical models in R to forecast customer retention and expansion
Created predictive Monte Carlo simulation models in R to reduce customer effort and increase satisfaction
Used advanced data visualization techniques in Tableau and Visual Insights to create executive dashboards
Provided ad-hoc analysis to address specific business questions from stakeholder groups
Worked with business stakeholders to design and implement data visualizations to provide business insight
Maintained and upgraded proprietary analysis tools in SQL, R and Python
Gathered and prepared data for analysis using Alteryx, SQL Server, Teradata and Oracle SQL
Created and maintained reports and dashboards in Excel, Salesforce, and Tableau
Functioned as an analysis SME leader within the team
7/2011 – 5/2017 Oracle
Lead Data Analyst – Customer Insight and Analytics
Provided direction and consultation on customer survey analyses and actions
Developed and implement predictive model architecture for customer contracts
Developed and deliver executive level presentations to communicate business recommendations
Provided financial analysis and forecasting for global customer care center
Provided statistical analysis of key performance metrics using Excel, SQL, SPSS, and R
Created and maintained reporting and dashboard metrics using Oracle Business Intelligence (OBIEE)
Developed and maintained data gathering and reporting tools using Oracle Application Express
Facilitated communication of complex statistical data to executives
Mentored analysts in statistical methodologies and analysis techniques
EDUCATION
Regis University – MS Data Science
Metropolitan State University of Denver - BS Mathematics
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