Customer Experience Analyst Ii

Natalie R. Pinto

*** ********* ***. ********* ***. N.J 07604

******@****.***, +1-201-***-****

LinkedIn.com/in/natalie-rose-pinto

WORK EXPERIENCE

Lumen Technology Remote

Customer Experience Analyst II August 2024-Present

● Cleaned and restructured a large-scale operational dataset to resolve critical reporting inaccuracies, significantly improving the reliability of dashboards and performance KPIs

● Redesigned the data entry workflow, introducing standardization and validation checkpoints to ensure consistent data capture at the source and long-term reporting integrity.

● Developed and deployed Power BI dashboards to provide real-time visibility into key operational metrics for programs managed across the organization, enhancing decision-making for leadership.

● Led data validation processes to ensure the completeness and accuracy of the reporting cube, verifying all necessary account numbers and metadata were correctly captured and aligned. Lumen Technology Remote

Customer Experience Intern June 2023-August 2023

● Assisted with strategy, messaging, and keynote speaker selection for Lumen Customer Experience Day

● Developed a strategy for Yammer posts to boost impressions by determining cadence, content, and post type

● Assisted in the audit of members in a customer experience champions program University of Delaware Newark, DE

Teaching Assistant October 2022-December 2022

● Held office hours once a week to aid students regarding homework and course materials for “R”

● Created and graded homework, quizzes, projects, and a final Exam for the course

● Attended weekly meetings with the professor to review course material to aid in teaching the material during class time

Jacobs Engineering Remote

Inside Sales & Marketing Intern May 2022-August 2022

● Supported team members by preparing engineers resumes, by filling out forms and writing past project descriptions for proposals

● Utilized PowerPoint to map out where key sales leaders are in each region the company operates in America

● Researched and drafted information about key stakeholders in a different firm for a potential partnership

EDUCATION

University of Delaware Newark, DE May 2024

Alfred Lerner College of Business and Economics Bachelor of Science Global Enterprise Management

Minor: International Business, Italian

John Cabot University Rome, IT January 2023-May 2023 Semester-SKILLS ● Intermediate long study abroad knowledge (Global of Microsoft Enterprise Excel, Management) Powerpoint, Word, Lists, Power BI, Sharepoint, DAX

● Proficient in Italian

● Salesforce

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