Senior Business & Data Analysis Professional

Terron Starling

Atlanta, Georgia ***** • 678-***-**** • **********@***.*** • www.linkedin.com/in/terronstarling

SUMMARY

A business and technical analyst, with broad-based experience in business analysis, data analysis, financial analysis, and database management across dynamic, high-volume environments. Develops and implements automated reporting solutions, streamlines billing systems, and delivers actionable insights to drive process improvement and operational efficiency. Demonstrates strong skills in MIS, Excel, quality assurance, technical support, and CRM systems to ensure data integrity and compliance. Excels at collaborating with cross-functional teams, supporting client operations, and managing change initiatives. Recognized for resourcefulness, attention to detail, and a results-driven approach that elevates customer experience and enables continuous improvement.

EXPERIENCE

COMCAST Remote

Senior Analyst, Intake and Operations Strategy 2016-2025

Automated daily reporting tasks by using Excel macros, reducing manual effort by 40% and improving accuracy.

Developed Power BI dashboards for real-time performance tracking and decision-making.

Partnered with cross-functional teams to optimize intake processes and enhance operational efficiency.

Managed an MIS configuration team campaign and code assignments through an IOP intake tool, ensuring accurate setup for marketing initiatives.

Partnered with division marketing teams to develop new offer strategies for customer retention and revenue growth.

Maintained data integrity across multiple database systems and ensured compliance with government and operational regulations.

Reviewed and analyzed change requests for rates, campaigns, and messages in ACSR, CSG, and CCS billing systems; provided cost-benefit analysis for special requests.

Automated reporting and intake processes by using Excel macros and collaborated with automation teams to implement schema standards for campaign builds.

Utilized ServiceNow to assign tasks and manage SLAs for commercial business accounts; created ad hoc tasks for implementation and QA teams.

Trained executives and managers on PPS process for ticket entry in the IOP tool; created documentation and best-practice guides, using SharePoint and MS Office.

Supported offer builds for billing systems across call centers, retail, and commercial entities within the company footprint.

Developed methods and procedures to support systems management server and IS operations.

Established user accounts and set appropriate permission levels, based on management requests.

Conformed to regional and corporate standards where appropriate.

COMCAST Atlanta, Georgia

Business Analyst II, Finance and Billing Systems 2014-2016

Analyzed billing system data and reports to ensure accuracy and database integrity, using DDP and SQL.

Provided technical support for call centers across the Southern and Midwest regions; resolved complex billing issues.

Designed and built custom campaign tables in Microsoft Access; maintained addressable interfaces and related software.

Led testing and implementation of new and modified applications for billing and addressable systems.

Oversaw conversion processing between DST / Amdocs and CSG systems, and managed mass configuration changes for MIS and other departments.

Developed workflow improvements and trained team members to enhance system efficiency and meet SLAs.

Maintained addressable interfaces and all related software applications within DST.

Created and modified parameters on DDPF with an understanding of impact on the business.

Oversaw daily operation of PPV, collection process, reporting processes, and billing productions processes.

Planned and assisted in determining scope of new projects and the impact of projects on the department.

Studied and evaluated existing workflow of department and made recommendations to help improve processes.

Checked and evaluated real-time status of off-site call center issues, using VMware.

Trained and provided guidance to other coworkers to help them develop system skills.

ADDITIONAL EXPERIENCE

COMCAST, Alpharetta, Georgia, RTA Supervisor, Forecasting and Analysis (Workforce Management), 2013-2014. Supervised real-time adherence for call center and virtual employees; optimized schedules to meet KPIs. Forecast call volume and staffing needs; collaborated with regional teams to maintain service levels. Created custom reporting and pivot tables in Excel; delivered hourly and ad hoc reports for management. Developed SOP manuals and training materials for RTA processes, using PowerPoint and Visio. Monitored agent performance metrics (AHT, adherence) and provided actionable insights to supervisors. Provided options for schedule process improvements. Worked with the Central Division ROC team to predict trends to aid staffing tolerances.

COMCAST CABLE, Lithonia, Georgia, Technical Support, 2007-2013. Resolved high-volume account billing, sales, service setup, and high-speed internet support. Repaired customer direct connection and home networking issues. Performed connection testing by using ipconfig, pinging, and tracert command processes. Assisted customers with education of additional services (cross-selling). Provisioned modems and wireless routers on to customer accounts that were DOCSIS 2.0 or higher. Provided e-mail setup and support, based on the client using simple mail transfer protocol and incoming server settings.

RDI MARKETING SERVICES, INC., Atlanta, Georgia, MIS Manager I, 1996-2007. Managed IT operations and supervised staff; ensured data integrity and quality assurance for client accounts that generated $2.7M annually. Designed and maintained databases, performed ETL conversions, and implemented network and server upgrades. Developed custom reporting and statistical analysis for clients, and programmed telemarketing scripts and campaign configurations. Supervised a staff of two employees, delegating daily IT work responsibilities that included quality assurance of all clients’ data and work integrity.

JOI INTERNET, Atlanta, Georgia, Technical Support Supervisor, 2004. Managed a call center of 50 support agents, assisting customers with internet/wireless connectivity to service and set up e-mail and newsgroup accounts. Handled escalations with technical issues and government access to accounts.

DIRECT MARKETING SOLUTIONS, INC., Atlanta, Georgia, Client Services Manager, 1996. Created new campaigns and list segments for daily calling and posted completed records and performance statistics to corporate office. Wrote proposals of services for potential clients, based on their needs and expectations for the campaigns. Worked with clients on SLAs and goals, based on scripting flows for inbound and outbound calls. Trained two direct reports on usage of CRM applications ACT! and Goldmine for marketing, based on demographics. Created eCommerce e-mail packages for the Business Development Manager and other sales staff of DMS services, clients, and price packages, using MS Word, PowerPoint, and Excel. Created customized sales presentations, using Adobe Acrobat, MS PowerPoint, Harvard Graphics, and Lotus Freelance Graphics presentation software. Took clients on a tour of the facility and met with representatives who would be calling on their accounts. Proposed new strategic marketing plans via web, print, direct mail, and radio advertising. Spoke to clients from project inception through course of the campaign on their wants, needs, and revisions. Took overflow sales calls for the Vice President of Sales and Marketing and the Business Development Manager.

EDUCATION

BETHANY COLLEGE, Bethany, West Virginia

Bachelor of Science, Computer Science

Peabody High School, Pittsburgh, Pennsylvania

AP/College Prep

PROFESSIONAL DEVELOPMENT

Power BI Fundamentals

Agile and Waterfall Training

Advanced Excel Automation and Macros

ServiceNow Workflow Management

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