Call Center Business Processes

Rejiya Pareed

Phoenix, AZ 623-***-**** ******.*****@*****.*** www.linkedin.com/in/rejiya-pareed

Results-driven analyst with over 5 years of experience across diverse roles. Proven track record of translating complex data into actionable insights, streamlining business processes, and driving cross-

functional collaboration. Adept at leveraging tools like Excel, SQL, Tableau and Python to support strategic decisions and optimize performance. Known for strong communication skills, adaptability and a proactive approach to solving problems in fast-paced environments.

Professional Experience:

Credit Disputes Specialist

Upgrade INC

Phoenix, AZ

Nov 2024 to April 2025

Investigate and respond to consumer disputes submitted via e-OSCAR, ensuring timely and accurate resolutions.

Manage and resolve consumer credit reporting disputes in compliance with FCRA guidelines.

Investigated and resolved customer disputes involving credit card and ATM transactions in compliance with Regulation E and Regulation Z.

Processed and documented incoming disputes, issuing provisional credits and ensuring timely resolution within SLA standards.

Work closely with credit bureaus (Experian, Equifax, Transunion) to ensure data integrity using Metro 2 formatting standards.

Use SQL to extract and analyze large datasets, create control reports, audit and identify compliance issues correcting loans related to Metro 2 credit reporting.

Build Excel dashboards and pivot tables to monitor dispute trends, correction volumes and compliance metrics.

Utilized Jira to manage and track progress of ad hoc and short-term projects, ensuring timely completion and alignment with business priorities.

Created and maintained Jira tickets to capture requirements, track tasks and monitor progress for cross-functional initiatives.

Collaborate with internal teams to collect documentation and ensure proper reinvestigation of disputed accounts.

Call Center System Analyst

Americor

Scottsdale, AZ

November 2023 to Aug 2024

Analyzed call center data, identifying trends and anomalies.

Demonstrate deep understanding of telephony and workforce management performance from Five9, underlying data, as well as call forecasting, routing, and delivery.

Created detailed reports and dashboards using Tableau on key performance metrics.

Collaborated with managers and departments to meet reporting needs using advanced Excel, Google sheets and Tableau.

Communicated complex data insights to non-technical stakeholders.

Designed and maintained interactive Tableau dashboards to monitor KPIs for senior leadership.

Build adhoc SQL queries to extract and analyze large datasets from various call center systems.

HRIS Analyst

ACP Connections

Phoenix

May 2022 to October 2022

Converted data into actionable insights through predictive modeling.

Utilized MS SQL for querying database and extracting relevant data.

Assisted in requirements gathering, testing, and change management.

Developed and maintained reports and queries to meet customer needs.

Handled PII data with utmost care and integrity.

Analyst

Populus Group LLC

Phoenix, AZ

September 2019 to March 2021

Organized company data using MS Excel and created pivot tables.

Automated Excel tasks with macros, enhancing productivity.

Managed large datasets and performed in-depth data validation.

Researched and analyzed merchant data using Tableau and other tools.

Presented data findings to stakeholders for strategic improvements.

Credentialing Specialist

Aerotek

Phoenix, AZ

May 2017 to May 2018

Processed provider credentialing applications for healthcare facilities.

Maintained accurate data for providers, complying with regulations.

Worked closely with PBM systems to manage formulary updates, eligibility verification and claims adjudication.

Collaborated with cross-functional teams to ensure compliance with CMS guidelines and HIPAA regulations.

Claims Analyst

Aerotek

Phoenix, AZ

November 2016 to April 2017

Prepared accurate invoices and resolved claims issues for patients.

Analyzed pharmacy claims data to identify trends in medication usage and cost savings opportunities.

Supported the implementation of new PBM vendor integrations, ensuring seamless data exchange.

Ensured compliance with HIPAA security and audit procedures.

Call Center Representative

The Results Companies

Phoenix, AZ

November 2015 to May 2016

Managed inbound calls for Comcast customers.

Provided customer support and suggested optimal service packages.

Adhered to security and audit procedures.

Core Competencies

Advanced Excel: VLOOKUP, Pivot Tables, Dashboards

Data Analysis & Reporting

SQL & MySQL (Complex Queries, Data Manipulation)

Tableau & Data Visualization

Python for Exploratory Data Analysis

Critical Thinking & Decision Making

Compliance & Regulatory Support (FCRA, Regulation E/Z)

Strong Written and Verbal Communication

Time & Task Management

Problem Solving & Innovation

Education

Bachelor’s in Electronics & Communication Engineering – Calicut University

Data Analytics Program – Merit America, Nov 2021

Hands-on training in SQL, data transformation, analysis, and project execution.

Certifications

Google Analytics Certified

MS SQL Developer Course

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