Data Analyst Customer Service
Resume:
Muhammad Baig
https://www.linkedin.com/in/muhammad-baig-115595a4/
************@*****.***
PROFESSIONAL SUMMARY:
An enthusiastic self-starter with strong technical and communications skills. Proven academic and curricular achievements. Looking for a challenging work opportunity in a competent and growth-oriented environment.
I have of Experience of 2 year working with Assurant in Real time Workforce management position, Where i Worked with MS Office, worked under minimal supervision.
In my “System Analysis and Design” course project. I was responsible for completing analysis and designing documentation with data flow diagrams, structure charts, process specifications, data-dictionary and user manuals. Also, I conducted extensive Business Analysis, GAP analysis, SWAT analysis, and ROI analysis reports utilizing case flow chart, activity diagram and sequence diagrams utilizing MS Visio and MS Access.
I gained knowledge on how to create relationships among tables while completing my “Data Base Design and Development” course project. Moreover, I become proficient in MS SQL, making queries, and creating ERD.
I am looking for a full-time position as Data Analyst / System Analyst.
WORK EXPERIENCE
Workforce Management Real-Time Analyst
Analyzed, monitored and reported on 350 agents.
Monitored screens that display calls that are coming into the center and making sure the agents are answering them in time.
kept a time restraint in resolving an issue.
Tracked the agent’s attendance and success Workforce Management tool.
Monitored intra-day service to ensure consistency in meeting performance objectives and Ensured service levels and productivity goals were met.
Ran the analytics on activities and reporting it to upper level Workforce Management Supervisors and fellow Analysts.
Ran detailed oriented Data-reports in real-time on excel, as the calls are coming in.
Chicago Board of Elections Commissioners February 2018- March 2018
Data-Entry Assistant
Reviewed the data on the survey.
Trained new team members by utilizing my customer service skills.
Entered the data into the database.
Collaborated in team of 8 to get work done on time.
Did signature validation on ballets.
GrubHub, Chicago, IL October 2017 – December 2017 Salesforce (CRM) Fulfillment Specialist
Claimed the entries on SFDC (CRM), wrote menu notes.
Analyzed and made sure that items in restaurant’s menu is added in right order before sending to vendor
Audited menu pricing and information within Salesforce to ensure accuracy
Followed up with restaurants and adjusted any price issues or discrepancies within Salesforce data
Coordinated with business units in India
Utilized Excel spreadsheets for data reporting and analysis
Communicated with QC to Check for missing information and updates, after receiving it back from vendor.
Uploaded logos of restaurants.
Performed Final review before Marking restaurants as “Go Live Ready” after analyzing on GrubHub Site.
St Joseph Services, Chicago, IL October 2015 - December 2015
Volunteer
Worked with teams of three volunteers to control classes of kids from ages 6-12.
Helped students of after-school program with their homework, such as Math and English.
Taught adults the basic tasks on computer, such as MS word, and how to do a search online.
Taught converting access files to PDF for people who do not have access on their computer.
Converted Excel files into PDF documents using macros.
Normalized data by using table analyzer in MS access.
Wilbur Wright Community College, Chicago, IL March 2014 - May 2014
Work-study/Student Employee
Issued electronics such as TV sets, and Projector to multiple departments of college daily.
Managed inventory such as electronics. Including, cameras, headphones, DVDs, and mics.
Coordinated setups for different events in college such as college fairs twice in a month.
COURSE PROJECTS:
Data Base Design and Development March 2016 – June 2016
oWorked with MS SQL Server to make queries.
oUsed MS SQL Server to manipulate Data for example: Add, Delete, Update.
oGained knowledge on how create relationships among tables.
System Analysis and Design September 2015 - December 2015
oProficient in creating Use Case, Sequence and Activity Diagrams using MS Visio.
oCompleted analysis and designed documentation with data flow diagrams, structure charts, process specifications, data-dictionary and a user manual.
oExtensive analysis knowledge of conducting Business Analysis, GAP analysis, SWAT analysis, ROI analysis, use case flow chart, activity diagram and sequence diagrams.
EDUCATION:
DePaul University, Chicago, IL December 2016
oBachelor of Science in Business
oMajor in Management Information Systems
TECHNICAL SKILLS:
Tools: Microsoft Office (Word, Excel (Pivot Tables, IF SUM, convert Excel files to Macros)), Visio, Salesforce.
Workforce management software: NICE inContact Central, CXone
Databases: Access (Update database), MS SQL server
Language: HTML, Ruby
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