Call Center Data Visualization

Adam H. Schroeder

Pittsburgh, PA • 330-***-**** • https://adams1819.github.io/AdamSchroeder.github.io/ • ***************@*****.*** • LinkedIn: https://www.linkedin.com/in/adam-schroeder-6a34861a2/ WORK EXPERIENCE

Customer Solutions Analyst Nov 2022 – Apr 2025

Nestle • Remote

• Managing customer accounts and orders

• Utilizing SAP, Excel, and PowerBI to pull and analyze call center metrics

• Provide customers with baseline product, account, and inventory information

• Maintaining communication with customers, sales, and logistics EDUCATION

Bachelor of Arts May 2022

Youngstown State University • Youngstown, OH

Graduate Certificate: Data Analysis Major: Philosophy, Physics Minor: Mathematics Major GPA: Philosophy: 3.75/4.0, Physics: 3.31/4.0 Overall GPA: 3.40/4.0

NON-RELEVANT WORK EXPERIENCE

Server/Bartender/Door Host August 2023-present

Pittsburgh Improv

• Prepare quality drinks in a timely manner

• Taking orders according to customer requests and providing service to meet the customers’ expectations

• Maintain a clean and organized work environment

ACADEMIC PROJECTS

The Rising Costs of Being a Student (Data Visualization) Role: Primary author

• Created an interactive and animated dashboard using Tableau to visualize the rising cost of tuition and student debt in the United States from 2008 to 2019

• Dashboard includes a map of The U.S. displaying the average tuition for each state, a line graph of outstanding national student debt, and two tables displaying the states with the highest and lowest average debt after graduation

• Control panel allowing the user to alter the map and line graph to display data for a preferred set of years from 2008 to 2019

Company Bankruptcy Prediction Project

Role: Co-author

• Analyzed and cleaned data pertaining to finances for over 11,000 companies

• Used financial indicators related to company earning and liabilities to predict if the company will go bankrupt in the future

• Models used include GLM, random forests, and a classification tree COMPETENCIES

Programming and Problem-Solving

• Programming, coding, debugging and designing programs using C++ Data Visualization

• Tableau

• Apply various data visualization techniques to reveal any trends or other pertinent information about the data

• Create actionable insights using charts, graphs, tables, maps, and infographics

• Storytelling through the use of dashboards and stories Data Management

• SQL/NoSQL data management language

• Learned the basic concepts of database systems relevant to the management of data in an organization environment

• Data warehousing, data normalization

Predictive Modeling Algorithms

• R

• Applied statistical techniques in analyzing data to predict outcomes

• Some techniques include k-nearest neighbors, linear and logistic regression models, time-series models, classification and regression trees, Factor Analysis, non-linear models, and neural networks

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