Data Analyst Customer Service

Mark Green

Email: ********@*****.***

cell:704-***-****

Summary:

Detailed orientated and customer focus business/data analyst with over 10 years of experience interpreting, analyzing, and implementing data solutions to drive strategic business decisions. Skilled in extracting, compiling, tracking, and analyzing data to generate reports in Salesforce, Excel, Power BI, and Tableau.

Have 2.5 years of experience in Microsoft Dynamics D365.

Engaged in highly visible M&A CRM integration and migration efforts, collaborating with various global business units and end-users from planning stage to go-live.

Understanding the Data Governance roles as it applies to the Business Process of effective communicating to mid-level and high level Management.

Have experience in Jira and Agile methodolgy, writing user story's and undetrstand backlog of issues

Strong analytic skills and problem solving with the ability to extract, collect, organize, analyze and interpret trends or patterns in complex data sets

Professional Experience:

Cyclum Renewables, Huntersville, NC Feb 2022-June 2022

Business Intelligence Analyst

Responsible for compiling comprehensive reports on past and present operations, estimated and realized revenues, and cost projections

Works directly with senior management to conduct special projects related to the operations of the business

Advises leadership on effective use of resources, as well as interpretation of underlying budgets

Develop pro forma based on client-supplied data to support the Sales department in creating project estimates

Build data flows to connect various data sources and show project or initiative effectiveness

Analyze and track KPIs via interactive data visualizations that allow the business leaders to adjust quickly to performance and trends

Identify changes in business and prove/disprove underlying reasons for change using analysis

Troubleshoot, filter, and clean data by reviewing reports and performance indicators to locate and correct problems

Using data mining to extract information from data sets and identify correlations and patterns

Organizing and transforming information into easy-to-understand formats, such as visual diagrams and graphs

Use Power BI to mapping out key components for the Proforma to get the financial numbers to present to the Investors and banks to become an equity partner of the business project.

CommScope, Hickory North Carolina Nov 2019-Feb 2022

Business Analyst/Data Analyst/Salesforce/Dynamic 365

Supported two enterprise CRM integration and implementation projects for their recent acquisition of ARRIS/Ruckus Networks across NAR, CALA, EMEA, and APAC regions.

Worked with Mid-Level management in understanding and adding validation rules in Microsoft Dynamics D365 on the Account/Contact level.

Worked with Microsoft Dynamics D365 CRM team ti implement Google API for address on an

Account level. Data cleansing, mining Accounts/Contacts to validate duplication, bad emails etc.

Led, planned, and assisted with data extraction, data cleansing, mining, ETL, validations rules and testing for ONE-CRM integration program and GO LIVE Program, providing CRM migration assistance from SFDC to Microsoft Dynamic 365.

Established KPIs to measure the effectiveness of business decisions using graphs, info graphics and other methods for visualization.

Utilized Salesforce/SFDC for Accounts and Contacts, analyze, cleans, and merge data from ARRIS/Ruckus CRM.

Used Salesforce, Power BI, Excel, SAS, to reports and dashboards for Accounts and Contacts.

Worked with Business Objects to extract and pull raw data, analyze, and create metrics for data cleansing efforts.

Partnered with ETL (Business Objects) team to identify opportunities for improvement for internal teams and/or external clients.

Collaborated with lead Business Analysts for improving end-users’ entries by minimizing duplicate, inaccurate, incomplete or inconsistent data for integration and migration efforts.

Trained six offshore colleagues on reporting and analytics tools in Salesforce and Flexera.

Created PowerPoint presentations to Mid-Level Managers and colleagues to help with proper data cleansing and recommendations for Accounts/Contacts.

Used relational Database for sources in SAS to separate regions by row in columns to determine what fields in Account and Contacts are true accounts.

Use metadata to create roadmaps of the outline of the companies spreadsheet by filename, type, size, created data and time, and last modification of data and time worked on companies spreadsheet.

Used data dictionary to make sure the spreadsheet has consistantcy, removing all redundacys, and duplications. Making sure the blueprint of the data make sense for both parties involved.

Drive process improvements by following a System Development Lifecycle process, including business process analysis, requirement gathering sessions, solution design, unit and user testing, user training and postproduction support.

Diagnose and resolve Salesforce Sales & Service Cloud technical and functional issues.

The data clean up was part of an overall Agile process. Each time we looked at duplicates for an account or opportunity it was a task in the overall User story.

Joerns Healthcare, Charlotte, North Carolina Jan 2017-Nov 2019

Business Analyst/Data Analyst/SAP S/4 Hana

Manage accounts statues using impactful tools in Excel, V-lookups

Experienced in preparing detailed documents and reports while managing complexed accounts.

Top clients Ohio University, All Mercy hospitals in Midwest regions as well as the Southern regions.

Data mining- collecting and cleansing data and provide modeling and analysis of structured and unstructured data used for major business initiatives.

Trained in the latest HIPPA rules and regulations using Joerns University online portal.

Enter initiatives involving IT/product development, customer service improvements.

Salesforce and SAP 4Hana, CRM is used on a daily basis.

System Development Lifecycle process, including business process analysis, requirement gathering sessions, solution design, unit and user testing.

Agile “User story” The data clean up was part of an overall agile process. Each time we looked at Accounts we verified that they wasn't any duplicate invoices for that particular equipment for that patient.

Collaborate with various partners to provide a holistic view of the analysis. Measure and monitor results of applied recommendations and present adjustments.

Ameri Health, Charlotte, North Carolina April 2015 –Dec 2016

Xerox Data Analyst/SAP S4 Hana

Facilitated inbound calls for providers and members, resolving various inquiries types.

Processed member's premium payments, handle enrollment and billing inquiry

Verified member's eligibility and benefits for providers.

Assisted members with benefits for DME suppliers.

Provided floor support for new trainees showing them how to navigate through computer system to retrieve information for providers and members.

Used relational Database for sources in SAS to separate regions by row in columns to determine what fields in Account and Contacts are true accounts.

Drive process improvements by following a System Development Lifecycle process, including

business process analysis, requirement gathering sessions, solution design, unit and user testing, user training and postproduction support.

Collaborate with various partners to provide a holistic view of the analysis. Measure and monitor results of applied recommendations and present adjustments.

Experience supporting AML/BSA/KYC, Customer Due Diligence, economic sanctions/OFAC or other compliance related initiatives in a large, complex, highly regulated financial institution

Stealth Components – Inside Sales, Charlotte, North Carolina May 2014 – April 2015

Customer Service Representative/Salesforce (Exports/Imports)

Averaged 110 calls daily calling on companies in the European market regarding electronic components.

Sent out shipments, followed-up calls new service businesses with customer service information, processing orders.

Sell electronic components to companies who need semi-conductors, wire-harness, diodes, for auto industries, automation productions, and various projects.

Increased profits by selling electronic components within manufacturing industry worldwide.

Developed business by cold calling and building relationships with decision makers in manufacturing plants worldwide.

Created and maintained database of qualified leads through telephone canvassing, prospecting, web-based tools and search engines, email, trade show lead, generation list.

Provided sales support teams with detailed requirements obtained from the customer including pricing, buying history, quantities, manufacturer and product specs.

Negotiated profit margins and close deals.

Increased profits utilizing cross-selling and up-selling technique.

US Airways Airline, Charlotte, NC April 2012-May 2014

Ramp Agent

Monitored customer safety during boarding and deplaning, and assisted customers in a friendly and courteous manner.

Transferred cargo (including luggage) to other gates, other airlines and to passengers.

Observed safe ground-handling procedures and maintenance of ground service equipment, including the performance of equipment checks.

Complied with all safety procedures and airline policies.

Serviced aircraft as needed (e.g. aircraft lavatories, portable water, washed windows and commissary items).

Assisted in ramp set up and storage of equipment and baggage.

Continuously communicated with flight crew personnel and other ground personnel.

Used Quickview to communicate with the FAA in the towers to verify schedule flight to come in at certain gates through Charlotte Douglas Airport.

Education:

Westchester Business Institution.

White Plains, NY - Computer Systems Analysis A.S. 07/86-11/89

Certification of Completion in Power BI 12/2019

MyComputercareers, Charlotte, NC Certification of Completion 09/18-06/19

Central Piedmont Community College- 2010

Notary State Department of North Carolina – Certificate of Notary Public

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