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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLE PHONE NUMBER AVAILABLE Union City, CA Street Address
SummaryDetail-oriented Operations Data Analyst with experience in problem-solving, system administration, and project management. Proficient in Microsoft Office, Google G Suite, Salesforce, Zendesk. Ready to apply knowledge and abilities to take on new professional challenges with a company where I can continue to grow.Skills Self Motivator Analytical Thinker Task Prioritization Attention to Detail Creative Problem Solving Time ManagementExperienceMarketing & Customer Service Operations Analyst CREDO Mobile 10/2017 - 5/2023 Crafted visualizations and reports to facilitate easy interpretation of results, enabling effective data-driven decision making. Utilized SQL queries to collect profiles for targeted marketing, and customer data integration into databases. Managed CRM access for CS/Tech Agents' various tools by regularly updating the database. Successfully managed various aspects of the customer facing website on the Magento CRM platform. Tasks included updating inventory levels, optimizing the customer buy flow, enhancing homepage design and more. Managed Zendesk CRM system administration for customer service agents, enhancing operational efficiency. Facilitated the implementation of Zendesk for CS Agents, establishing Roles, Business Rules, and administrative configurations. Managed the scheduling of Marketing email campaigns and Text Message Alerts through Cordial ESP.Customer Service Escalation Specialist CREDO Mobile 3/2014 - 10/2017 Investigated escalated customer complaints, identified root causes and proposed solutions. Provided prompt follow-up on unresolved issues to ensure customer satisfaction. Maintained up-to-date knowledge of products and services offered by the company in order to provide accurate information to customers. Worked alongside cross-functional teams including Sales, Marketing, Operations, Finance and Legal departments to address and resolve customer escalations. Analyzed existing processes and developed new methods for improving efficiency and effectiveness in resolving escalated cases.Assistant Producer Aeria Games & Entertainment 9/2011 - 9/2013 Maintained ongoing communication with game developers, ensuring effective sales planning and implementation of new content. Developed and executed innovative marketing campaigns, resulting in improved buyer conversion rates and increased player community retention. Led and supervised a team of American players representing the US during the 2013 Soldier Front World Championship held in Thailand. Lead Game Master Aeria Games & Entertainment 3/2008 - 9/2011 Monitored player activity for compliance with game rules, investigating reports of cheating or inappropriate behavior. Organized tournaments and events to promote competitive play among gamers. Reviewed bug reports from testers and players and created plans for resolution. Resolved customer complaints regarding gameplay or account issues in a timely manner. Actively collaborated with developers in devising inventive solutions aimed at optimizing the gaming experience for users.EducationDe Anza College Cupertino, CA 2002Associate of Arts |
