Data analyst, client service analyst, salesforce administrator, Applic

Brenda Kaweesi **************@*****.*** • 403-***-****• Calgary, AB

Information Analyst Project Management Data-Driven Decision Making

Accomplished Data Analyst with a track record of driving data excellence and mitigating risks. Proficient in

leveraging customer insights and advanced analytics to propel business success. Skilled in Microsoft Power BI, and

SQL, adept at designing interactive dashboards, analyzing complex datasets, and translating data into accessible

visualizations. Renowned for strong attention to detail, problem-solving skills, and a passion for digitalization,

equipped to deliver innovative solutions for improved operational performance.

Skills & Software

Data Visualization & Reporting Business Intelligence Analysis UX/UI Design Cross-Functional Teamwork

Critical Thinking & Problem Solving Data Warehousing Process Validation Business Needs Assessment

Data Analysis Microsoft Power BI Databricks Microsoft Azure Java SQL Server Salesforce

Microsoft Excel Agile Methodologies FOIP Privacy Data Governance iOS Bomgar

Professional Experience

QHR Technologies March 1, 2021 - Date: Full Time

QHR Technologies Inc. is a Canadian healthcare technology company. It represents 20 percent of the country's medical

record market and its Medeo and AccuroEMR products are used by about 16,400 health professionals

Senior Client Service Analyst

Managed and resolved over 200 escalations, consistently exceeding team's SLAs (Service Level Agreements) by

15%, ensuring data compliance.

Initiated and closed 80% of critical open case investigations within 48 hours, enforcing data policies and

enhancing client satisfaction.

Volunteered for 30 after-hours support shifts, providing critical assistance and maintaining a 95% customer

satisfaction rate.

Collaborated with Loblaw and other partners, resulting in cost savings of 12% and a 10% increase in profit

margins.

Spearheaded corporate service level management, leading to a 20% improvement in operational performance,

as measured by KPIs.

Proficiently utilized Salesforce, Power BI, and data analytics tools during training and client onboarding,

reducing onboarding time by 15% while ensuring data quality.

Contributed to new hire training, resulting in a 25% decrease in the time to proficiency for new team members.

Delivered remote support to 50+ off-site users through VPN and Bomgar, maintaining a 98% issue resolution

rate and upholding data security protocols.

Successfully tracked and improved KPIs, resulting in a 15% increase in workflow efficiency and identifying

three new business opportunities while aligning with data policy standards.

Ensured 99% uptime for critical databases and operating systems, reducing errors by 18% and ensuring data

integrity.

Streamlined information flow to 15 clients, optimizing information service applications and increasing client

satisfaction by 20%.

Efficiently handled 150+ initial client support requests, resolving server hardware and OS installation issues in

accordance with data policies.

Developed and implemented automated capacity reporting solutions using Java, SQL, and Power BI, saving 10

hours per week and enhancing data management.

Produced and presented 10+ PowerPoint presentations, enhancing team knowledge and collaboration on data governance practices.

Delivered business intelligence reports to 20+ clients from Accuro EMR and Freedom database, contributing to

data-driven decision-making and data policy compliance.

Offered expert guidance and support to resolve intricate business problems, ensuring stakeholder satisfaction.

Closely coordinated with the project team to manage issues, resolutions, and stakeholder expectations.

INTERNATIONAL FITNESS HOLDINGS January 15, 2020 - January 17, 2021: Full Time

Client Service Representative

Met and exceeded KPI metrics, achieving an average of 25 attempts per hour and creating 10 guest

appointments daily.

Conducted proactive outreach to potential members through calls, emails, and texts, resulting in 100 new

Fitness Club Memberships and services sold.

Utilized provided scripts to effectively communicate product benefits and features, resulting in a 20%

conversion rate.

Demonstrated excellent sales skills, persuading customers to buy memberships by identifying and addressing

their needs in real-time, resulting in a 15% increase in sales.

Maintained meticulous records, including customer information and notes, with 100% accuracy.

Self-educated on product knowledge and industry trends, staying up-to-date with relevant products in the

portfolio, contributing to a 10% growth in product knowledge.

STRUCTUBE FURNITURES January 15, 2018 - June 26, 2018: Full Time

Sales Associate

Welcomed and assisted customers, answering inquiries and advising on sales, resulting in a 90% increase in

customer satisfaction.

Achieved daily sales goals by cross-selling and promoting additional products and services, contributing to a

12% increase in sales revenue.

Created eye-catching product displays that highlighted seasonal inventory, increasing product visibility and

sales.

ARTISAN KITCHENS & RENOVATIONS INC August 6, 2017 - January 12, 2018: Full Time

Accounting and Administrative Assistant

Accurately entered daily accounting transactions, ensuring financial data integrity.

Managed shipping labels and scheduled daily pickups, optimizing shipping processes.

Assisted with payroll and employee scheduling, improving organizational efficiency.

Maintained orderly file management and monitored office supplies inventory, reducing expenses by 15%.

Verified and recorded purchase orders and invoices into the computer system with 98% accuracy.

Efficiently managed incoming correspondence and packages, ensuring prompt routing to the correct recipient.

NORDIA January 6, 2016 - June 29, 2017: Full Time

Customer Loyalty Representative

Answered customer calls regarding existing accounts and achieved a 90% resolution rate on policy and

account changes.

Responded to customer questions and concerns, consistently improving customer satisfaction.

Consulted with customers to evaluate needs and upsold services, resulting in a 15% increase in service

upgrades.

Handled conflict resolution and issue escalation, maintaining a 95% satisfaction rate.

WINNERS TJX January 6, 2016 - June 29, 2017: Part Time

Sales Associate

Responded to telephone inquiries and provided quality customer service, contributing to a 95% increase in

customer satisfaction.

Demonstrated quick complaint resolution skills, avoiding escalation of issues and receiving commendation

from supervisors.

Assisted with cashier duties, maintaining accurate transaction records and contributing to efficient store operations

MINISTRY OF INTERNAL AFFAIRS (NIRA) June 14, 2014 - August 1, 2015: Full Time

Administrative Clerk

Handled administrative tasks, including phone calls, word processing, visitor reception, filing, and faxing.

Managed administrative and office activities for multiple supervisors, streamlining workflows.

Trained and supervised new office staff, ensuring efficient team performance.

Conducted Internet research for office use, contributing to informed decision-making.

STEBAR SAFARIS November 14, 2011 - April 1, 2014: Full Time

Receptionist

Managed records, filing, and maintained organized documentation systems.

Oversaw mail, messages, and courier deliveries, ensuring prompt and accurate distribution.

Welcomed and ensured the comfort of clients, guests, and employees.

Managed the company's social media traffic, increasing online visibility and engagement.

Certifications

Data Analyst, Coursera - Calgary, AB

Lean Six Sigma Yellow Belt

Salesforce Administration certificate

Education

Master in Business Administration, Vancouver Island University – Vancouver, British Columbia Canada

Bachelor of Business Computing, Uganda Christian University - Uganda

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