Customer Care Data Analyst

Tina (Xinyue) Chen

***W **ST **G, New York City, New York 319-***-**** ******@***.***

Education

New York University New York City, NY Anticipated Graduate May 2020 Master of Science: Management and System, Database Technology Concentration GPA 3.87 The University of Iowa Iowa City, IA May 2017

Bachelor of Business: Accounting. Dean’s List: Fall 2016, Spring 2014 Related Experience

Clarins, New York City, NY Aug 2020 – Present

CRM Analyst Intern

• Automated reports and dashboards to track KPIs related to customer care performance and generated strategic business intelligence by using SQL, Adobe Campaign, Salesforce, Zendesk, and Tableau

• Performed Customer Segmentation Analyses based on customer demographics, engagement, and various predictive models to increase Email Open Rate, Click Thru Rate, Revenue Per Emails, and conversion

• Managed North America Region’s Net Promoter Scores by providing insights on customers’ needs through summarizing quantitative and qualitative survey results and executing improvement action plans

• Monitored data flows to catch and correct issues by collaborating with IT using Jira Ticketing System United Nations, New York City, NY May 2019 - Dec 2019 Data Analyst Intern

• Predicted 2019 Q4 Global Local Office Cost, Revenue and Budget using ARIMA Time Series Model and presented the Power BI visualization result to the Office of Financial Management

• Built several R-based automation systems used for KPI Performance Reports, Project-based Reports, and for detecting the violation of Internal Risk Control Frameworks

• Migrated data mart to the new data model structure, including business requirement gathering, gap analysis, SQL development and improvement, and Power BI dashboard development and automation. Argus Merchant Service, New York, NY Oct 2017 - May 2018 Analyst

• Evaluated clients’ credit data and financial statements in order to determine the degree of risk

• Analyzed clients’ historical merchant service records in order to customize new payment plans by producing financial ratios, utilizing internal Merchant Pricing Model, and interviewing clients in person Academic Projects

NYC Bus Breakdown and Delay Analysis Project, NYU, New York, NY Jan 2019 - May 2019

• Designed the relational database and STAR schemas data warehouse using Oracle SQL Modeler

• Examined the issues of data transformation and performed the ETL process from multiple source system

• Analyzed the bus performances and provided recommendations to improve overall customer satisfaction by using Data Mining Statistical Techniques such as Sampling, Regression, and Decision Trees in Python IBM Employee Attrition Analysis Project, NYU, New York, NY Jan 2019 - May 2019

• Pre-processed, cleaned, and normalized over 1 million data to ensure captured relevant data

• Established a reasonable and efficient database and produced meaningful information by using SQL statement to aggregate data and Tableau to create data visualizations such as dashboards and scatter plot

• Explored the correlation between employee attrition and performance and predicted future attrition Technical Capabilities

§ SQL, Python, R, HTML, CSS, JavaScript, Google Analytics, Tableau, Bloomberg, NetSuite, Salesforce

§ Database Design, Data Warehouse, Data Mining: Decision Tree, KNN, CART, Naïve Bayes

§ Candidate for the Uniform CPA Exam

Contact this candidate