Customer Service Data Analytics
Resume:
BRIAN
MALONE
*************@*****.***
Waxahachie, TX 75165
SKILLS
Customer Service
Active Listening
Sales
Customer Relationship Management (CRM)
Data Mining and Analytics
Complex Problem-Solving and Root Cause Analysis
Multitasking and Time Management
Excellent Communication
Professional and Courteous
Attention to Detail
Negotiation and Conflict Resolution
EDUCATION
Cornell Online University
Relevant Coursework:
Business Ethics and Analytics
Strategic Customer Partnership
Customer Service KPI Evaluation
PROFESSIONAL SUMMARY
Proven Customer Service Representative with a track record of enhancing customer satisfaction and optimizing business performance. Skilled in data analytics and CRM, adept at fostering team collaboration and driving results through effective problem-solving and customer partnership. Excel in fast paced, high pressure environments.
Customer Oriented, Intelligent, Dependable, Ethical, Driven.
ACCOMPLISHMENTS
Reduced monthly churn from 26% to 1.6% with Take 5.
Increased top-tier membership sales by 47% with Take 5.
Increased Google Review from 2 to 5 stars with take 5.
Professionally processed 40+ calls per day, providing information and service to ensure customer satisfaction with Xerox.
Earned highest marks for customer satisfaction, nationwide with Xerox.
WORK HISTORY
Lippert Components – Machine Operator
Waxahachie, TX – 9-2024 – 4-2025
Left to recover from serious injury.
Take 5 Car Wash - Assistant Manager
Waxahachie, TX • 01/2022 – 9-2024
Supervised day-to-day operations to meet performance, quality and service expectations.
Promoted positive work atmosphere by developing strong bonds with colleagues.
Generated repeat business through exceptional customer partnering.
Utilized data analytics and customer feedback to drive informed decision-making and optimize business performance.
Ensured customer satisfaction through proactive problem-solving and successful implementation of corrective measures.
Engaged with customers to gather feedback, using insights to improve service and product offerings.
Target Distribution - Lead Warehouse Worker
Midlothian, Tx • 10/2021 - 11/2022
Xerox - Channel Partner Support Representative
Remote • 08/2012 - 10/2021
Responded to customers' needs via voice, live chat and email in fast paced call center environment.
Developed and maintained positive customer relations and coordinated with team members to properly handle requests, questions and effectively troubleshoot issues.
Analyzed customer needs, feedback, and data to create informative reports for decision making regarding growth strategies and identifying the root causes of issues.
Managed a diverse portfolio of clients, ensuring that each received tailored solutions aligned with their specific requirements.
Contributed to team sales goals by upselling products and services to customers.
Precision Document Solutions - Customer Service Manager
Carrollton, TX • 06/2003 - 08/2012
Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
Reduced customer complaints, proactively addressing issues and implementing effective solutions.
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