Data Analysis
Resume:
AYANA CANNON
************@**.***
LinkedIn Data Analysis Portfolio
OBJECTIVE
Innovative professional passionate about data, eager to break into the data analytics field. Offering technical expertise, a creative mindset, and a drive for cutting-edge solutions.
SKILLS
SQL, Tableau, Data Analysis, Data Visualization, Spreadsheets, Pivot Tables, Dashboards, Microsoft Excel, Google Docs, Google Sheets, Databases, Data entry
EXPERIENCE
Customer Relations Specialist CVS Remote June 2023 - Current
● Leveraged strong problem-solving abilities to identify and implement effective solutions for customer inquiries resolving 50+ cases a day.
● Analyzed open incident reports for the team and reduced the number of pending incidents by up to 60 cases per week.
● Reduced average call handle time by 30% within the first 3 months of employment and maintained numbers.
● Coached new hires on service standards, resulting in a 40% increase in customer satisfaction scores and a 20% decrease in escalations to the management team.
Administrative Assistant SMILE FIRST DENTAL North Carolina February 2021 – April 2023
● Streamlined patient charting process by implementing digital templates, resulting in a 40% reduction in documentation time and enabling real-time access to critical health information for healthcare providers.
● Confirmed and scheduled patient appointments and responded to over 100 messages daily across multiple platforms.
● Collected previous balances and reduced overdue balance reports by 40%.
● Scheduled patient appointments through phone and online booking service, maintaining a 98% appointment accuracy rate and ensuring seamless scheduling processes for 200+ patients weekly.
● Verified patient’s insurance coverage and benefits information for over 50 patients daily, and reviewed explanation of benefits.
● Analyzed social media data and customer feedback to optimize content and improve brand perception, increasing engagement and leading to a 25% decrease in negative sentiment.
● Monitored and responded to customer comments and messages on social media platforms, ensuring prompt and personalized interactions that fostered strong customer relationships and led to a 40% increase in positive online reviews.
● Led social media analytics initiative, conducting data analysis to identify trends in user behavior and incorporated findings to optimize content strategy, resulting in a 30% increase in conversions and a 15% decrease in bounce rate. Customer Service Representative CONDUENT North Carolina June 2020 – February 2021
● Fielded telephone inquiries from more than 100 customers daily and identified solutions to resolve conflicts to ensure a high-quality customer experience.
● Trained and mentored new hires on service standards, leading to a 30% improvement in onboarding time and a 25% increase in customer satisfaction ratings within the first month.
● Interfaced effectively with a diverse customer base and utilized de-escalation techniques resulting in a consistent 90% satisfaction rating from customers.
Lab Monitor EAST CAROLINA UNIVERSITY North Carolina February 2019 – May 2020
● Collaborated with students and faculty to troubleshoot computer and software issues, resolving 50+ issues per month with a 95% success rate and ensuring uninterrupted academic progress.
● Enhanced operational efficiency by implementing streamlined closing procedures, resulting in a 20% reduction in nightly completion time and facilitating a smooth transition for the next day's operations.
● Supervised the university’s lab space and prevented misconduct.
● Created and facilitated engaging instructional Adobe tutorials for a diverse student body which led to a 20% increase in application usage.
EDUCATION East Carolina University Bachelor of Fine Arts August 2016- May 2020 CERTIFICATIONS
Coursera Fundamentals of Visualization with Tableau Credential (November 2023), Coursera SQL for Data Science Credential (October 2023), Coursera Python for Data Science and AI Credential (August 2023), Coursera Data Analysis & Visualizations Specialization (June 2023), Coursera Data Visualization & Dashboard Essentials Credential (June 2023), Coursera Excel Essentials for Data Analytics Credential (June 2023), Coursera Data Analytics Essentials Credential (June 2023), IBM Data Fundamentals Credential (June 2023)
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