Live Chat Data Analytics

Ethan Newman

917-***-**** ************@*****.***

www.linkedin.com/in/ethan-newman-206b0681?

utm_source=share&utm_campaign=share_via&utm_content=profile&utm_medium=android_app SUMMARY

7+ years in client support and data analytics, achieving a 25% improvement in client retention. Skilled in troubleshooting complex technical issues via live chat and email to enhance platform engagement.

Expert in leveraging data insights and SaaS tools to deliver tailored customer experiences and drive efficiency.

WORK EXPERIENCE

Vivvix (Kantar Media Intelligence/TNS Media Intelligence) New York, NY Senior Service Bureau / Sales Development Representative Jan 2023 - Aug 2023 Client Success Manager Aug 2015 - Dec 2022

Collaborated daily with clients to develop tailored marketing research and media planning solutions, driving 20% revenue growth.

Strengthened client relations and accelerated the sales pipeline, increasing opportunity growth by 15%. Conducted user training sessions, boosting product adoption by 30% and enhancing platform utilization.

Managed Salesforce accounts to streamline data accuracy, improving reporting precision by 25%. Scheduled and distributed team reports, enhancing operational efficiency and timely delivery. Resolved technical queries via live chat and email, reducing response times by 40%. Drake College of Business Newark, NJ

Student Records Coordinator Sep 2009 - Jul 2015

Maintained digital and physical student databases with 100% accuracy, ensuring data integrity. Oversaw school accounting processes, streamlining record-keeping for improved operational efficiency.

Enhanced the record system usability, reducing data retrieval time by 30%. Baruch Performing Arts Center New York, NY

Box Office Manager Aug 2004 - Mar 2008

Oversaw multi-theater box office operations, increasing ticketing process accuracy by 20%. Led a team of box office representatives, streamlining staffing processes to optimize service delivery. Implemented a new POS system that reduced transaction time by 35%. VH1 – Satellite Radio New York, NY

Intern (Internship) Apr 2003 - Jun 2003

Transcribed audio files accurately to support content production. Organized office systems, improving workflow efficiency. EDUCATION

Brooklyn College Brooklyn, NY

B.A., Communications

SKILLS

Customer Support & Technical Troubleshooting: Live Chat Support, Email Support, Technical Documentation, Troubleshooting, SaaS Platforms

Data Analytics & Reporting: Data Analysis, Database Management, Microsoft Excel, Google Sheets, Salesforce

Process Optimization & Workflow: Process Improvement, Workflow Management, Operational Efficiency, Record System Optimization

Digital Marketing & Media Insights: Marketing Research, Media Planning, Online Analytics, Ad Tech, Competitive Reporting

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