A Bit About My Experience
As an Insights Data Analyst, my focus is on cross-functional collaboration, engineering support, and, most importantly, data analytics. With a strong foundation in SQL, Python, and DevExpress, I've spearheaded initiatives that have led to significant operational efficiencies and cost savings. My data-driven approach has resulted in a 42k reduction in contacts, ~$300k saved in contact costs, and a ~$140k increase in captured late cancellation fees.
My adaptability and expertise in data analytics make me an invaluable asset to any organization. I'm committed to ongoing professional development, aiming to become a subject matter expert within my company.
Outside of work, my interests include movies, anime, and video games. I also have a long-standing commitment to volunteering at domestic violence shelters, which has shaped my values of resilience and adaptability. Let's connect and explore how my diverse skill set can contribute to your team's success.
Work Experience
July 2023 - Current
Insights Data Analyst - Momentus Technologies
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Utilized SQL, Python, and DevExpress to analyze complex data sets, providing actionable insights for business strategy.
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Collaborated with cross-functional teams to implement data-driven solutions.
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Developed dashboards and reports that streamlined decision-making processes for senior management.
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Educated clients on SaaS reporting capabilities, enhancing their tool utilization.
August 2021 - July 2023
Customer Experience Team Lead (Analyst | Process Improvement | Support) - Instacart
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Implemented a SQL query to show opportunities and suggestions for Partner Picker procedural updates, leading to significant cost savings over 6 months:
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42k reduction in contacts
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~$300k reduction in contact costs
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$9k reduction in appeasement costs
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~$140k increase in captured late cancellation fees.
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Utilized SQL and Excel for data analysis, achieving impressive results such as:
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43% decrease in customer profile deactivation.
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8000 reduction in rescheduled deliveries without a description in the first two months.
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Sustained improvements in shopper account deactivation at 8 of 10 shopper sites.
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Collaborated with cross-functional teams to provide engineering and product support, utilizing fraud and data compiled from Stripe, ZenDesk, SQL, and Jira resources.
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Led initiatives to:
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Create an updated admin system to resolve EBT orders, in partnership with our Engineering team.
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Develop procedures for BPO Sites, resulting in operational cost savings.
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Utilize SQL and Excel skills to fine-tune and optimize managerial documents.
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Developed a dashboard and report that triggered a customer experience process overhaul for a high-value client.
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Proactively monitored incident channels, identified high-impacting contacts, and created dashboards to track critical issues.
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Partnered with an engineer to identify and resolve an old code issue, resulting in a significant 33% reduction in average load time across all agent cohorts.
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Coordinated projects with senior management, training and developing customer support representatives, and creating, reviewing, and improving policies and procedures.
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Leveraged information from Slack and utilized G Suite for cohesive coaching and trackable progression in all key performance indicators (KPIs).
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Provided quality assurance (QA), KPIs, and ongoing coaching for a team of 12 agents, driving process improvements and enhancing performance.
March 2021 - August 2021
Care RX Specialist Agent - Instacart
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Fast-track promotion to Specialized Customer Support Team Lead within 5 months.
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Maintained complete privacy of private or confidential information of the customers. Review and handle PII information.
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Slack, ZenDesk, Jira, G Suite to support peers and maintain SLA’s.
August 2020 - March 2021
Specialized Customer Support Agent - Instacart
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Collect and evaluate data to uncover issues and risks, improving process and performance
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Receive and resolve clients’ queries, responding to their questions.
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Worked closely with managers and team leads in Care Specialized Customer Support.
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Entrusted with tasks of assisting and supporting peers on a priority basis.
March 2018 - July 2020
Customer Service Representative - 24-7 Internet
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Maintained up-to-date records and data to ensure compliance while providing accurate information about products and services to meet the unique needs of customers.
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Developed customer service procedures and reported to managers, contributing to the improvement of service delivery.
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Updated and added new products to the website, ensuring a comprehensive and up-to-date product catalog.
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Reviewed products for accuracy and defects, ensuring high-quality standards were met.
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Worked closely with a VIP client list to ensure their satisfaction and consistent support.
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Demonstrated leadership skills by managing the office in the absence of a superior, maintaining smooth operations.