Customer Service Data Analyst

MacKenzie Covington

Bowie, MD 301-***-**** **********************@*****.*** LinkedIn Data Analytics Portfolio

Motivated problem solver and data analyst with 3 years of experience in warehouse operations, who recently completed Google’s Data Analytics Professional certificate. Experienced in customer service, cash handling, and communications with expertise in Microsoft and other computer databases. Seeking a detail oriented role with opportunities for growth, structure, and collaboration within a dynamic team.

RELEVANT SKILLS & EXPERTISE

Tools/Languages: Spreadsheets, SQL, BigQuery, Tableau, R (RStudio)

Data Management: Data Collection, Data Cleaning, Data Structures, Data Analysis, Data

Strengths: Problem-Solving, Collaboration, Attention to Detail, Project Management, Customer Service, Business Ethics, Organization, Communication, Critical Thinking, Leadership

DATA ANALYSIS PROJECTS

BOBA Tea Shop Data Cleaning Spreadsheet DEMO 10/2023

●Cleaned and analyzed a dataset on Boba Tea Shops based in San Francisco California in Spreadsheets, creating views with data subsets to analyze differences across regions.

●Imported views to Google Sheets to clean and format data for use in visualizations.

●Created visuals in Loom through a video demo to display data conclusions.

PROFESSIONAL EXPERIENCE

Warehouse Associate • Amazon, Baltimore, MD 07/2020-Current

●Conducted inventory management, shipment organization, and implementing complex tasks with technologies throughout the building including robotics operation and digital scanners.

●Collaborated with cross-functional teams to optimize order picking routes using historical order data, enhancing efficiency by 30% and contributing to a 10% reduction in labor costs.

●Carried out physically demanding warehouse tasks including picking, packing, sorting, and organizing inventory, while operating equipment such as pallet jacks, conveyor belts, and ladders to ensure efficient workflow and meet productivity goals.

●Maintained a clean, organized, and safe warehouse environment by systematically relocating inventory, performing routine cleaning of workstations and common areas, and optimizing storage space to enhance workflow, reduce hazards, and support overall operational efficiency.

Long-Term Substitute Teacher • Charles County Public Schools, Waldorf, MD 12/2022-04/2024

●Managed classroom operations including organizing lesson plans for over 120 students and implementing problem-solving techniques which included guiding students through solutions while breaking down communication barriers.

●Created customized learning plans based on student’s strengths and weaknesses and monitored progress regularly, leading to a 25% rise in on-time assignment submissions and a notable uptick in student satisfaction.

●Optimized curriculum delivery by leveraging student feedback and performance data to refine lesson plans and teaching techniques, resulting in overall student engagement, comprehension of complex subjects, and an increase in test scores.

Bursar • Walgreens, Largo, MD 10/2019- 06/2020

●Communicated inventory status and discrepancies to management to facilitate strategies and decision-making.

●Operated a cash register or point-of-sale system to process customer transactions worth $5000 daily.

●Trained new employees on safety protocols, workplace regulations, and any industry-specific compliance requirements.

Customer Service Associate • Target, Bowie, MD 11/2019- 01/2020

●Collected and analyzed customer feedback and observations to identify trends, patterns, and areas of improvement.

●Demonstrated patience and empathy when engaging with customer concerns through challenging situations.

●Processed transactions by accurately entering prices and completing sales transactions with precision.

EDUCATION, CERTIFICATES, & CERTIFICATIONS

Google Data Analytics Certificate • Merit America, Virtual 11/2023

●Cultivated skills in the collection, transformation, organization, and visualization of data in order to draw conclusions, make predictions, and drive informed decision-making

●Completed hands-on labs and a capstone project (case study) to master the art and science of asking questions, preparing, processing, analyzing, visualizing, and acting on data as encountered in real-world scenarios

●Collaborated with training cohort to gain proficiency in team-based project management, task prioritization, problem-solving, and frequent use of Google Workspace tools

Business Administration • Prince George's Community College, Largo, MD 08/2020

●12 credits completed; Relevant coursework includes: Communications, Business Management, Accounting

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