Data-Driven Analyst for Operational Insights

WENDY WASHINGTON

Florissant, MO ***** 314-***-**** ******************@*****.***

Summary

Professional data analyst with experience transforming complex datasets into clear insights that support operational decisions, customer experience improvements, and reporting accuracy across healthcare and corporate environments. Skilled in analyzing performance trends, validating data quality, preparing dashboards, and summarizing findings that help teams understand patterns, identify issues, and address business needs. Known for accuracy, problem-solving, and steady performance in fast-paced, data-driven settings.

Skills

Data Analysis & Reporting

Trend Identification

KPI Monitoring

Data Accuracy Review

Advanced Excel Use

Multi-System Navigation

Customer Insights Analysis

Process Improvement Support

Professional Communication

Attention to Detail

Data Entry Accuracy

Team Collaboration Support

Experience

Customer Care Representative 09/2022 to Current

Southwest Airlines Remote

Managed high-volume customer interactions while tracking satisfaction patterns, documenting root causes, and escalating recurring issues for analysis.

Identified experience trends by reviewing usage data, performance metrics, and call outcomes that supported service improvement efforts.

Resolved concerns by navigating multiple systems, verifying account details, and ensuring all records were updated for reporting accuracy.

Contributed insight to recurring service gaps by summarizing customer themes that helped inform departmental training and process updates.

Data Analyst 05/2019 to 03/2020

Centene Corporation Remote

Analyzed customer segmentation data to identify usage patterns, satisfaction indicators, and service trends that informed departmental planning.

Reviewed and interpreted BI reports to pinpoint emerging issues, summarize observations, and support leadership with actionable insights.

Prepared recurring monthly reporting packages by validating datasets, confirming accuracy, and documenting findings for operational review.

Collaborated with cross-functional teams to ensure reporting met regulatory standards and reflected accurate business conditions.

Data Specialist 02/2011 to 04/2019

HGS Remote

Entered, validated, and updated large datasets in SAP while resolving discrepancies to maintain accuracy across customer and operational records.

Reviewed documentation for completeness and quality before system entry, ensuring data integrity for downstream analytics and reporting.

Investigated mismatched data fields and inconsistencies by comparing source documentation and verifying information against internal systems.

Supported operational reporting by preparing summaries, validating inputs, and maintaining organized documentation for audit readiness.

Education and Training

High School Diploma

Valley Park School District

#HRJ#1af8602a-de9e-4e51-ae5c-59f1ad3836ae#

Contact this candidate