Charnie McQueen

DATA ANALYST

Contact

ad1y67@r.postjobfree.com 404-***-**** Waltham, MA

www.linkedin.com/in/jennifer-mcqueen-79029171

Experience

**** – current

Virtual Support Coordinator

Aided in end-to-end event management, overseeing teams of 10-20 event personnel. Managed event logistics to ensure seamless execution. Supplied virtual administrative support to C-level executives, including calendar management and travel arrangements. Prepared detailed expense reports and efficiently screened incoming telephone calls, accurately relaying messages and responding to inquiries while directing non-routine calls to the appropriate staff. January 2021 – October 2023

Export Customer Service Analyst, Avantor VWR International Managed 30 primary accounts in international import and export operations, emphasizing KPI-driven regulatory compliance and operational efficiency.

Implemented SOPs (Standard Operating Procedures), significantly improving workflow efficiency as measured by KPI (Key Performance Indicators) metrics.

Collaborated as the primary point of contact for Latin America, driving streamlined export processes and KPI achievement. Managed the product lifecycle, enhancing service quality, and consistently meeting or exceeding customer satisfaction KPIs (Key Performance Indicators).

February 2020- January 2021

Sales Support Analyst, Ubique Group

Strategically managed coordination for diverse customer orders via phone and online, perfecting order processing time and accuracy, as reflected in a 20% reduction in order fulfillment time. Cultivated and strengthened B2B relationships using Salesforce and SAP, resulting in a remarkable 15% increase in customer retention rates and a 10% growth in business expansion. Consistently exceeded daily interaction benchmarks, achieving a 95% customer satisfaction rate, and supporting a 98% on-time response rate, proving a commitment to high-quality customer engagement. Leveraged CRM tools, notably Salesforce and SAP, to enhance customer service efficiency and productivity, resulting in a 15% increase in case resolution rates and a 20% reduction in average handling time. May 2018- February 2020

Customer Success Manager US Standard Insurance

Successfully coordinated logistics for a wide range of customer orders via phone and online, using advanced product knowledge to ensure prompt and exact delivery.

Achieved notable improvements in B2B relationships through strategic use of Salesforce and SAP, resulting in increased customer retention and significant business expansion.

Consistently exceeded daily interaction benchmarks, showing a commitment to supporting high-quality customer engagement and satisfaction.

Utilized CRM tools, particularly Salesforce and SAP, to enhance customer service efficiency and productivity, contributing to the achievement of key performance indicators (KPIs) and organizational goals. Education

Master of Business Administration and Analytics (Expected 2024) Southern New Hampshire University Paralegal Certification (2017) National Paralegal College Bachelor of Science in General Studies (2017) Life University, Marietta, GA Ability in CRM, coordination, and data-driven research with a keen sales insight. Mastery of SAP, Salesforce, and UltiPro; proficient in AI prompt use for analytical tasks. Outstanding communication skills paired with excellence in conflict resolution and de-escalation. Proven financial transaction management record and rigorous quality control. Efficient in conducting large-scale training sessions for team members and customers. ACHIEVEMENTS

Engineered company-wide operational procedures to boost efficiency and performance. Pioneered transformative customer experiences, particularly for LATAM clientele. Conceived and executed a customer-centric database, furthering engagement, and satisfaction.