Data Analyst Office

DENNIS PENLAND

***A Park Charles Blvd South, St Peters, Mo 63376 · 636-***-****

******.*.*******@*****.***

Seeking an office culture with co-workers who are passionate about their work in an environment that reflects that feeling. Long-term opportunities desired with room for growth and development in my capacity as a data/statistical analyst.

EXPERIENCE

2019 – CURRENT

OPERATIONS ANALYST, SPECTRUM

Data analyst overseeing volume and performance metrics for 13 contact centers (10 internal, 3 vendor sites). Responsible for the creation and maintenance of performance reporting and the presentation of those results to leadership up to the Vice-Presidential level. Served as SharePoint administer for team site serving as a central repository for all published reports and an intake site for new reporting requests and inquiries. 2013 – 2019

ASSOCIATE OPERATIONS SUPPORT, CONCENTRIX–SUPPORTING STARBUCKS COFFEE Primary data analyst for call center volumes and metrics for the Starbucks Facilities Contact Center. Responsible for analyzing call trends, forecasting of volume, and daily call center operations. Created and customized client facing reports and data-based presentations summarizing quarterly/monthly/weekly performance to leadership teams appropriately tailoring presentations to audience level.

Interacted directly with the Starbucks client up to Vice Presidential level to discuss strategic planning and initiatives, using data analysis to drive corporate decision making. Responsible for quality improvement processes both for improving service level performance metrics and individual staff performance.

Change management leader at the local level for multiple complex transitions of new processes and software. This position has required the constant development of new subject matter expertise.

2009 – 2013

FLOOR LEADER, CONCENTRIX–SUPPORTING STARBUCKS COFFEE Responsible for scheduling and workflow assignments for 100+ agents to ensure that staff was aligned to call volume and service levels to meet contractual obligations. Provided client facing post-mortem analysis of service level misses. Provided custom reporting to team members to drive performance improvement.

2

EDUCATION

MARCH 2020

MS DATA ANALYTICS, SOUTHERN NEW HAMPSHIRE UNIV.

JULY 2018

BS DATA ANALYTICS, SOUTHERN NEW HAMPSHIRE UNIV.

Coursework focused on statistical analysis, machine learning, and other analytical methods. Exposure to varied programming languages {SQL, Java, C#, R, and Python} and data analysis/visualization software {Tableau, JMP, QlikView} SKILLS

• Presentation and communication skills

appropriate to the audience

• Highly proficient with MS Office (Excel,

PowerPoint, Word)

• Proficient with SharePoint (lists & views)

• Ability to work with large data sets

• Self-directed learning in a variety of data

analysis techniques and software

Contact this candidate