Professional Summary
Analytical and results driven professional with over 15 years of experience in retail management, customer service, and broadcasting, now specializing in data analytics. Skilled at transforming complex data into actionable insights using SQL, Python, Excel, and Tableau. Proven track record in process improvement, workflow automation, and delivering measurable business impact. Holds industry-recognized certifications and hands-on project experience. Ready to leverage strong data-driven decision-making and collaboration skills to support business growth as a data analyst.
Core
Skills
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Data Analysis & Visualization: Data cleaning, KPI tracking, reporting, data storytelling, Tableau, Excel
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Programming: SQL, Python
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Tools & Platforms: Microsoft Office, Google Workspace, Notion, Salesforce, ChatGPT/AI
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Business Skills: Process automation, workflow optimization, project management, communication, problem solving, attention to detail
Work
Experience
2020 - 2023
Customer Service & Retail Sales Manager, REI Co-Op
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Led a 75-person team through a rapid migration to Microsoft Teams during a cybersecurity incident, maintaining uninterrupted operations.
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Designed and implemented an automated KPI tracking system, streamlining daily performance updates and facilitating strategic decision-making.
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Analyzed membership and labor data to identify key trends and correlations, delivering actionable insights to leadership that informed strategic staffing decisions, optimized resource allocation, and drove measurable improvements in sales and service quality.
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Reduced order pickup times by 50%, propelling store performance from 33rd to 11th out of 180 locations and significantly enhancing customer satisfaction and operational efficiency.
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Mentored and trained new hires, cultivating a collaborative, high-performing team environment and ensuring consistent adherence to operational standards.
2014 - 2020
Customer Service & Retail Sales Team Lead, REI Co-Op
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Optimized the merchandise returns process at point of sale (POS), reducing shrink by over $50,000 in a single quarter-accounting for nearly 50% of total store shrink-through implementation of new technologies and cross-functional collaboration with seven departments.
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Served as primary escalation point for complex customer service issues at the flagship location, resolving high-level member inquiries and delivery challenges with creativity and efficiency, even in cases of product unavailability or delayed shipments.
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Enhanced team recognition and morale by sharing positive, unedited customer feedback via Microsoft Teams, enabling leadership and staff to acknowledge outstanding service contributions.
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Consistently ranked in the top 0.5% for product knowledge on the company’s internal platform, demonstrating rapid learning and deep engagement with industry trends.
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Mentored and trained new hires on store operations, technology systems, and company policies, ensuring smooth onboarding and high team performance.
2011 - 2014
Customer Service & Retail Sales Specialist, Ebbets Field Flannels
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Led process optimization for made-to-order garment production by developing a digital workflow solution, resulting in an 8-hour daily labor savings and a significant reduction in production errors.
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Monitored and resolved customer issues across multiple channels (phone, email, social media), addressing inquiries related to shipping, product availability, and order fulfillment to ensure high customer satisfaction.
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Implemented innovative strategies to enhance customer experience and increase online conversion rates through direct customer engagement and continuous process improvement.
Education
Data Career Jumpstart |
Data Analytics Accelerator Bootcamp
Currently enrolled online in a 10-week Data Analytics Accelerator bootcamp (Data Career Jumpstart), building practical skills in Excel, SQL, Tableau, Power BI, Python, and R through real-world analytics projects.
Elmira College |
Bachelor of Arts
Elmira, New York