Operations Analyst Support

Frank Edwin

New York, NY P: +973-***-**** ************@*****.***

WORK EXPERIENCE

Angi (Temp Contract)New York, NY

Operations Analyst July 2022 – Jan 2024

● Maintained and updated customer subscription data in Excel, managing outreach and response tracking for 200 plus cancellation related emails per week, ensuring accurate communication and timely follow-up across multiple support channels.

● Utilized Looker to execute daily pre-defined SQL queries, retrieving subscription data for 500 plus customers to identify those who had canceled or remained active on monthly plans

● Conducted in-depth analysis of partner booking data, identifying trends and inconsistencies that improved data accuracy by 15% and streamlined operational workflows.

● Collected, cleaned, and organized data from external order portals to support daily decision-making and internal reporting

● Collaborated with stakeholders across operations, support, and tech teams to clarify data definitions and resolve discrepancies, leading to a 30% reduction in reporting errors

● Designed operational improvement plans, increasing productivity and optimizing internal tools and systems BetMGM Jersey City, NJ

Customer Support Analyst Feb 2020 – June 2022

● Collaborated remotely with compliance and tech teams to document and escalate flagged betting account activities, improving data-driven fraud detection workflows

● Coordinated with compliance and risk management teams by preparing detailed case summaries and data-supported evidence for flagged accounts

● Leveraged CRM tools like Salesforce and Zendesk to manage and track thousands of customer interactions across email, chat, and phone, supporting over 100,000 active monthly users

● Analyzed customer feedback from various communication channels to uncover recurring issues and highlight opportunities for product and service improvements

● Provided technical support, executed system updates, and enhanced customer experience via betting app and website EDUCATION

Rutger University Newark, NJ

Bachelor of Arts in Economics Expected Dec 2025

Minor in Data Science

Relevant Coursework: Economic Data Analysis, Computing and programming(python); Econometrics; Statistics, Everyday Data. Essex County College Newark, NJ

Associates in General and Health Science Sept 2018 - May 2020 SKILLS

Technical Skills: SQL, Data Visualization (Tableau/Power BI), Microsoft Office Suite (Excel with pivot tables, Python (still learning)

Soft Skills: Data Documentation & Reporting, Remote Collaboration, Time Management Tools and Platforms: Jupyter Notebook, Salesforce, Zendesk, Order Management Systems (Dash) CERTIFICATIONS

Google Data Analytics Certificate

● 200+ hours of hands-on course material with 1:1 industry expert mentor oversight developing skills in analyzing business problems and presenting business insights to different stakeholders and teaching Excel, SQL, Python, and data visualization

IBM Excel Basics for Data Analyst

DataCamp SQL Zero to Hero course

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