Data Analytics Customer Service

Jessica Dominguez

Newark, NJ 732-***-**** ********@*****.*** LinkedIn

Data Analytics Professional with 13+ years of customer service experience, skilled in data management, analysis, and visualization using tools like EXCEL, SQL, R, and Tableau. Proven ability to translate business needs into actionable insights, solve complex problems, and improve processes. Eager to apply data-driven solutions to drive strategic growth and enhance decision-making in a collaborative environment.

RELEVANT SKILLS & EXPERTISE

Tools/Languages: Spreadsheets, SQL (BigQuery), Tableau, R (RStudio) Data Management: Data Collection, Data Cleaning, Data Structures, Data Analysis, Data Visualization, Data Ethics Software Platforms: Microsoft 365 Suite, Google Workspace, Slack, Zoom, Kaggle, Loom, OnQ, Amazon Chime, Micros, Citrix Strengths: Problem-Solving, Collaboration, Attention to Detail, Project Management, Customer Obsessed DATA ANALYSIS PROJECTS

Accenture - Navigating Numbers • Forage Project 10/2024

● Analyzed project brief to pull out client needs, project requirements and data analytics tasks to be delivered

● Cleaned client datasets using Excel and merged them for data analysis in order to answer client’s business question

● Selected appropriate visualizations to showcase results, then created the visualizations and recorded a presentation of the findings

BigQuery Data Exploration Project • BigQuery Public Datasets 10/2024

● Explored BigQuery’s public dataset on homelessness from 2010 - 2018 to draw insights into the trends

● Modified the dataset using SQL to allow for more efficient analysis, including removing columns and creating new columns

● Performed data analysis using SQL queries to identify locations that need support for homeless youth and homeless veterans, in addition to sourcing locations that were effectively supporting their homeless population Data Analytics Capstone Project • Google Data Analytics Professional Certificate 10/2024

● Imported 12 Excel datasheets with millions of entries into R, then used tidyr package to clean the datasets and prepare them for analysis

● Joined all of the datasets together, created subsets of the data, and converted each attribute to the proper data type before performing analysis to find differences between members and casual customers

● Developed visuals using the ggplot2 package to display the analysis results and provide meaningful conclusions for stakeholders to implement

PROFESSIONAL EXPERIENCE

Customer Service Specialist • Audible, Newark, NJ 06/2021 - Present

● Reviewed and organized English language documents across multiple marketplaces (US, UK, CA, IN, AU), improving document accessibility and reducing time spent on search by 20%.

● Onboarded customers by analyzing their preferences helping them discover tailored content, resulting in a 20% increase in customer retention and satisfaction.

● Proactively diagnosed and resolved customer issues, implementing process improvements that reduced complaint resolution time by 25%, contributing to higher retention rates.

● Led process enhancements by creatively resolving customer issues, increasing customer satisfaction scores by 15%. Customer Service Coordinator • Eventi, New York, NY 05/2010 - 11/2021

● Exceeded customer service goals by identifying client needs and offering tailored support, achieving a 95% satisfaction rate.

● Assisted management in generating detailed reports, providing accurate data to inform strategic decisions, and improving operational efficiency by 20%.

EDUCATION, CERTIFICATES, & CERTIFICATIONS

Google Data Analytics Certificate • Merit America, Virtual 11/2024

● 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 Hospitality & Tourism Management Certificate • Florida Atlantic University, Boca Raton, FL 08/2020

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