Customer Service Market Research

David Chionis

San Diego, CA *****

619-***-**** - ************@*****.*** - WWW: https://www.linkedin.com/in/davidchionis/ Professional Summary

Detail-oriented and customer-focused professional transitioning from a background in market research to a customer service role. Experienced in client communication, operational support, and resolving complex issues using a data-driven approach. Proven ability to manage high volumes of phone and email inquiries, troubleshoot billing and product concerns, and deliver timely, accurate resolutions that improve customer satisfaction. Adept with CRM platforms, ERP systems, and Microsoft Office Suite, and skilled at cross-functional collaboration to escalate and resolve service challenges. Known for a proactive mindset, strong organizational skills, and a commitment to delivering exceptional service in fast-paced, customer-centric environments. Skills

• Microsoft Office Suite • Email & Phone Support Handling

• Service Ticketing Systems • Data Entry & Management

• Customer Interaction Documentation • Active Listening

• Attention to Detail Adaptability in Fast-Paced

Environments

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• Time Management & Multitasking • Collaboration Across Teams Work History

06/2022 to 05/2025 Associate Manager Market Research Best Buy Health – San Diego, CA

Led customer-centric research initiatives across consumer health verticals, managing survey execution, fieldwork, and data analysis to support service improvements and enhance the overall customer experience.

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Developed and implemented a customer feedback roadmap aligned with key touchpoints in the user journey, enabling product and marketing teams to identify and address customer needs and service pain points.

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Transformed transactional NPS surveys into relationship-based feedback programs, improving the depth of customer insight and supporting long-term customer satisfaction strategies across Best Buy Health divisions.

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Onboarded and optimized research and support platforms, streamlining tools used by customer-facing teams and improving responsiveness to customer inquiries and service requests.

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Collaborated with cross-functional teams to resolve customer support issues, ensuring timely follow-up and resolution in line with service-level expectations and operational standards.

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Created and maintained interactive Tableau dashboards for internal stakeholders, enhancing visibility into customer trends, support metrics, and recurring inquiries, which improved workflow efficiency.

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Presented quarterly insights and service performance reviews to VP-level leadership, translating customer data into actionable recommendations that influenced product, service, and operations strategies.

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04/2012 to 06/2022 Market Research Analyst

Best Buy Health – San Diego, CA

Provided deep-dive analytics and survey insights to support senior management across multiple product lines and marketing campaigns.

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Built a comprehensive customer intelligence database using SQL, streamlining access to customer trends and segmentation.

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Forecasted market demand for mobile personal emergency response systems, influencing product road map and go-to-market planning.

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Based on a quarterly media budget of over $3,000,000, developed quarterly call volume forecasts by analyzing historical call data, improving staffing accuracy, resulting in a reduction in call center costs.

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Vetted and managed third-party vendors for quantitative and qualitative market research, ensuring methodological rigor and cost control.

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Tracked and analyzed retail promotions performance across national partners, providing ROI data that informed future campaign planning.

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Collaborated with stakeholders to define data extraction criteria—such as product type and customer tenure—for survey targeting, and calculated statistically valid sample sizes with appropriate confidence levels.

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07/2006 to 04/2012 Marketing Analyst

ITW Space Bag – San Diego, CA

Managed retail and direct marketing analytics for a national CPG brand, driving data-supported decisions across inventory, pricing, and promotional strategies.

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Monitored daily inventory movement across 3,400+ Walmart stores, ensuring in- stock goals were consistently met.

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• Automated weekly and monthly KPI reporting processes using Crystal Reports. Built predictive cost and margin models for Direct Response campaigns, optimizing profitability and reducing waste.

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Conducted POS analysis to evaluate promotion effectiveness and contributed to annual planning cycles with data-backed insights.

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Collaborated on cross-functional teams to test and scale new advertising strategies for direct-to-consumer marketing.

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Oversaw daily operations of customer service and order fulfillment team of 10 during managerial transition, ensuring continuity and performance.

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03/2005 to 05/2006 Marketing Business Analyst

HSBC Auto Finance – San Diego, CA

Supported the marketing and finance teams by analyzing the effectiveness of auto loan promotions and maintaining performance dashboards.

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Calculated and reported promotional payments for 100+ dealerships ensuring accuracy and on - time delivery.

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Assessed the impact of targeted promotions on loan volume and customer acquisition, influencing campaign adjustments. Maintained internal intranet pages with promotion results and key KPIs for national dealer audiences.

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Monitored and reported website traffic and lead performance metrics, identifying areas of digital campaign optimization

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03/2003 to 03/2005 Market Research Specialist

Capital One Auto Finance – San Diego, CA

Managed survey design and analytics for customer experience programs, collaborating with internal and external stakeholders to deliver insights.

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Designed and administered customer satisfaction surveys, achieving response rates that exceeded industry averages.

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Analyzed results using SAS and Excel, translating findings into executive - ready presentations and action plans.

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• Coordinated with vendors to manage research timelines, budgets, and deliverables. Produced competitive and industry trend reports, supporting strategic planning across consumer lending departments.

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11/2000 to 03/2005 Subprime Funder

Capital One Auto Finance – San Diego, CA

Answered any customer questions regarding approval terms and conditions over the phone and via email.

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• Responded to customer inquires and followed up on requests in a timely fashion.

• Handled escalated customer calls.

• Clarified loan approval conditions and stipulations as necessary. Worked with customers and dealerships to ensure all loan documents were provided in time for funding.

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Reviewed loan documents for compliance with federal, state laws and company policies and procedures.

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• Arranged for funding/disbursement of loan funds.

• Trained new funders.

Education

05/1998 Bachelor of Arts (BA): Corporate Communications Northern Illinois University - DeKalb, IL

Accomplishments

Collaborated with a DBA to design and implement a centralized SQL database consolidating all survey results, replacing fragmented Excel files; enabled seamless integration with account data and streamlined visualization in Tableau.

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Partnered with the product team to analyze customer satisfaction following the launch of an online phone activation feature; identified a 3% higher satisfaction rate compared to traditional call center activations.

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Worked with the media team to evaluate the impact of a targeted media buy test across top TV markets; analysis revealed a 12% incremental lift in sales in those regions.

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