Customer Analyst Resume Sample
Eloisa Hermann
83954 Jack Trafficway,
Houston,
TX
+1 (555) 559 1185
Work Experience
Senior Customer Analyst
08/2015
-
PRESENT
Detroit, MI
- ‘Bring data to life’ by delivering compelling insights and visualisations from underlying performance data to clearly communicate value and opportunity to key stakeholders
- To plan and design the targeting and offers for our targeted marketing programme, and run the selections of customers with the many variants of our activities allocated to them
- To forecast, monitor and review the performance of our activity, keeping senior Finance (and other commercial) stakeholders engaged and supportive in our ability to deliver. To understand the success of a campaign, thinking of the balance between sales and profit driven (ROI) and make recommendations accordingly
- To run and manage regular reporting and post-campaign analysis for all our campaigns, and deliver actionable insights and recommendations from this, so that we always continue to evolve and improve the work we do: ‘standing still’ is not acceptable
- To work closely with other Marketing colleagues and help develop new programmes and evolve existing campaigns, and to use appropriate analytical and statistical techniques, software and data sources to develop models of customer behaviour as foundations for these campaigns
- To be an active, participating member of the Analytical team and the Marketing team at Sainsbury’s
- Analyze trends and identify deviations/exceptions in customers’ channel patterns
- Proficient in Excel, Access, and all other Microsoft Office programs
- Analyze and leverage insights to deliver consistent results
Customer Analyst
09/2011
-
04/2015
San Francisco, CA
- Business Analytics experience preferably in Sales, Category Management, Operations, and/or Finance
- Strong analytical, forecasting, Excel, and Access skills
- Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management
- Works closely with key business partners to define needs and provide support for key projects
- Creates actionable recommendations designed to improve business performance
- Contributes in the design and execution of complex analysis for retail business customer insights identify opportunities for acquisition, retention, and relationship deepening through data mining
- Identify clients’ needs for future unstructured data analysis
Business Channel & Voice of Customer Analyst
09/2006
-
07/2011
Phoenix, AZ
- Previous experience in analyzing consumer behavior, preferably in an ecommerce capacity
- Understanding of both quantitative and qualitative research methodologies
- Advanced knowledge in Microsoft Excel and PowerPoint
- Support senior managers’ efforts to lead business situation assessment fundamentals within the BU and customers on an on-going basis inclusive of ad hoc analytics and presentation development. (e.g., selling stories)
- Learn and understand Thomson Reuters’ business strategy – our customers, products, competition, market position and the key challenges facing the organisation
- Experience with customer satisfaction survey development, analysis, and reporting required
- Demonstrated proficiency using Microsoft Office software applications (specifically Word, PowerPoint, Access, and Excel) with an emphasis on designing and preparing written summaries, reports, presentations, charts, tables, and graphs
- Analyze feedback data to determine the most effective way to present, clarify, and distribute results
- Comprehend complex documents, procedures, and policies and distill these into easy-to-understand language, data points, and visualizations
Education
Kent State University
2000 - 2005
Bachelor's Degree in Related Marketing
Professional Skills
- Perform with honesty and integrity instituting a highly responsive and unsurpassed level of customer service. Live The Stryker Brand, to earn customer loyalty by developing true friendships with our customers, providing best-in-class products, services and quality
- Experience in business analytics experience across multiple functions (CMI, Sales, Marketing) and/or channels
- 3+ experience in business analytics experience across multiple functions (CMI, Sales, Marketing) and/or channels
- Customer facing experience as a category manager OR 2 years’ experience as a CMI manager
- Experience with tools and techniques for planning, organizing, monitoring and controlling IT projects
- Experience leading and applying with broad range of analyses, e.g: price elasticity, promotional analysis
- Strong statistical background applied across a number of areas using both simple and complex statistical models
How to write Customer Analyst Resume
Customer Analyst role is responsible for advanced, research, analysis, clear, customer, powerpoint, excel, telecommunications, integration, shipping.
To write great resume for customer analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Analyst Resume
The section contact information is important in your customer analyst resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Customer Analyst Resume
The section work experience is an essential part of your customer analyst resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous customer analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular customer analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Analyst resume experience can include:
- Computer Skills - ERP experience, Microsoft Word, Excel & Powerpoint
- Excellent communication skills – written and spoken – able to articulate complex concepts in a clear and concise manner
- Good knowledge of CRM, data-led marketing and advertising. Experience with online marketing/advertising
- Analyze complex data sets and effectively communicate actionable insights to category leads supporting their goals and objectives
- Advanced PowerPoint and visualization skills
- Knowledge of production schedules and communication skills to interface with supervisors
Education on a Customer Analyst Resume
Make sure to make education a priority on your customer analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer analyst experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Customer Analyst Resume
When listing skills on your customer analyst resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical customer analyst skills:
- Excellent verbal and written communication skills to effectively interact and build rapports
- Outstanding organizational and planning skills with demonstrated ability to prioritize workload and follow through
- Strong research skills including gathering and analyzing information or data from multiple sources and making actionable recommendations
- Strong analytical, critical-thinking, and problem-solving skills with the ability to focus on details as well as to understand the broader picture
- Good presentation skills – ability to write and present clear and concise analysis using Powerpoint
- Excellent communication and interpersonal skills to interact with the customer and supervisors
List of Typical Experience For a Customer Analyst Resume
1
Experience For Voice of the Customer Analyst Resume
- Experience with research tools including Opinion Labs, Foresee, Usertesting.com, Survey Monkey
- Experience with building reports and BI platform(s)
- Leveraging data and analytics to develop targeting recommendation and test plans to optimize customer programs
- Conducting the analysis to identify and develop customer growth opportunities
- Support commercial, marketing and product teams in answering key business questions and providing recommendations
- Manage customer shipping label ordering and inventory
2
Experience For Senior Customer Analyst Resume
- English 80% (reading and writing that allow fluid presentations)
- Monthly reporting on ratings and reviews to key stakeholders and providing key insights
- Assist Web Content Manager with updating content on Aviva.ie and optimising content for Search Engine Optimisation
- Assist with accurate forecasting and weekly reporting
- Manage 3rd line billing/technical escalations from the customer support teams regarding complex issues through to resolution
- Knowledge of digital media buying and delivery (process, tagging, latest developments, formats)
- Presents customer measurement to reveal insights and advises marketing on future investments and strategies by exploring customer data and attributes
3
Experience For Business Channel & Voice of Customer Analyst Resume
- Work with Customer Database and Digital site and marketing tools to understand customer pathing
- Work with marketing analytic testing
- Exposure to analysing large data volumes using such tools as SQL, Alteryx, R, Python, Tableau, SAS, SPSS
- Coordinate new product launches in conjunction with Prototype and Manufacturing personnel
- Ensure packaging is set up in SAP and within customer specified systems
- Review open demands with packaging suppliers
- Perform required system checks according to customer requirement
4
Experience For Digital Customer Analyst Resume
- Manage Direct Ship orders, create Scheduling Agreements, and monitor systems for accuracy
- Review IDOC errors on a daily basis, resolve issues for parts not loading and reload I.D.O.C.’s
- Review customer portals (requirements, tracking shipments, production capacity and update compliance rate)
- Make plans production according to customer requirements
- Specific Customer RequiremenTraining on Portal – As Customer Requirement
- Timely responding to customer feedback on our ratings and reviews portal Feefo for both home and motor customers both positive and negative
5
Experience For MDM Customer Analyst Resume
- End to end resolution of social media customer service queries working closely with social media sponsorship team
- Investigate customer queries and abnormality in trading figures through our visitor analysis tools Adobe Analytics and Tealeaf
- Data engineering team
- The business understanding to use the results
- Translate data into insight and deliver compelling recommendations through a structured narrative
- Comfortable in mining large and complex data sets – both structured and unstructured data
6
Experience For Product & Customer Analyst Resume
- Basic understanding of website and application development processes
- Creativity in designing solutions to unique challenges
- Independent & motivated individual; ability to receive direction and convert into an action plan with coaching and feedback
- Assess the performance of marketing campaigns and their impact on the behaviour of customer segments
- Maintain in-depth knowledge and understanding of different research methodologies and data analysis techniques as well as channel and industry best practices
7
Experience For Senior Voice of Customer Analyst Resume
- Translate complex analysis into compelling insight for stakeholders
- Systematic and analytical approach to problem solving
- An outstanding communicator with the ability to persuade stakeholders at all levels of a large organization
- Reports and provides insights on customer KPI metrics including CLV and Customer Feedback Measures (NPS/CSAT)
- Supports testing in MPE and PCE to ensure tests are appropriately setup and measured
- Supports the discipline of storytelling and insight generation to support all customers
8
Experience For Product Customer Analyst Resume
- Partner with Visualization and Reporting team on necessary customer dashboards
- Partner with CRM team on needed decisioning tools and new use case to build out a customer analytics backlog
- Marketing or customer analytics
- Demonstrable analytical problem solving capabilities
- Provide training and guidance to other customer administrators
- Maintain Balance Out Tracking file to help prevent obsolescence
- Manage and create reports, focussing on accuracy and clarity
- Present analytical findings with clarity and in an engaging way to both technical and non-technical audiences
- Motor vehicle history with 2 or less moving violations with the last 36 months
9
Experience For Customer Analyst Betting & Gaming Resume
- Communicate with the product team to generate requirements and present results
- Use analytical rigor to ensure that the business trusts the generated insights
- Aggregate large scale data collected from owned social platforms and social media listening tools with the goals of identifying trending topics, keywords, affinities, and influencers across various social and digital platforms
- Maintain working knowledge of digital operations teams, their objectives and their operations to deliver effective analysis of digital/social platforms as it pertains to their goals and objectives
- Present strategic recommendations, statistical concepts, evidence, assessment of risks and impacts, and logical arguments to peers, leadership and executives in a way that explains technical data and transforms data to meaningful business insights
- Translate insights into recommendations that include potential benefit (ROI) and hard/soft benefits and partner with leadership to enhance/amend organizational direction
10
Experience For Customer Analyst Resume
- In-depth and extensive knowledge of developing text analytics models to understand unstructured data
- Deliver standard and ad hoc reports as and when required
- Excellent presentation skills along with the ability to craft a story based on data and communicate that effectively to stakeholders as well as senior leadership
- Good understanding of Facebook, Twitter, YouTube, Google Analytics, Radian6 (or comparable social media listening tools), Instagram, Pinterest, Google+, Vine, and additional social media platforms
- Compose and direct compelling presentations to transform the business
- Act as a data expert to support account teams in answering questions and queries
- Work collaboratively to develop data strategy and design
List of Typical Skills For a Customer Analyst Resume
1
Skills For Voice of the Customer Analyst Resume
- Interpret data effectively to provide insight
- Be available to prioritise the delivery of high priority, fast turnaround briefs from stakeholders
- Proficient in SQL, advanced Excel and Tableau skills
- Experience building statistical models and using advanced analytic methods including clustering and Markov models
- Experience in delivering segmentation solutions and propensity models for consumer targeting and strategic marketing recommendations
- Good knowledge of CRM, data-led marketing and advertising
- Experience of Regression & Modelling, Chaid or Clustering
2
Skills For Senior Customer Analyst Resume
- Experience working in a central customer analytics team managing a wide net of stakeholders
- Good knowledge of Aviva business overall working closely with our marketing and social media team and key stakeholders at all levels
- Trend and monitor escalations, reporting the impact on customer experience and sharing learnings with the wider business
- Experience of working within a fast paced and every changing environment
- Experience using Omniture/Adobe Analytics/Google Analytics
- Experience of using expert knowledge of advanced analytics to deliver complex projects
3
Skills For Business Channel & Voice of Customer Analyst Resume
- Category management and/ or marketing analysis experience across several categories and/or channels
- Statistical modeling experience helpful (SAS, SPSS, R, etc.)
- Works well in team environment with strong ability to present complex information in a simple and engaging way
- Active listening of verbatim customer feedback for trends and sentiment on digital experiences and promotions
- Good working knowledge of statistical package R, SQL and Microsoft Excel
- Proven track record of having delivered advanced statistical analysis for clients
- Experience with reporting design, remote dashboards, and portal products
- Experience with utilizing data from surveys to develop key learnings, themes, and insights
- Experience of using RFV & behavioural customer segmentations
4
Skills For Digital Customer Analyst Resume
- Proficiency in Microsoft Office applications with advanced expertise in Excel and experience building PowerPoint presentations
- Manage multiple and sometimes conflicting priorities, extended work schedules and specific time constraints
- Experience working with Redshift and Google Big Query
- Experience working with R
- Experience using IBM Watson Campaign Automation
- Experience analysing transactional, behavioural, financial, call centre, digital and campaigns data
- Experience with attribution, incentives, loyalty schemes, the customer lifecycle and campaigns relating to acquisition, in-life and retention
- Experience managing projects from end-to-end from stakeholder briefs to final analysis and models
- Line managing a Junior Analyst, responsible for their development, workload prioritisation and recruitment if required
5
Skills For MDM Customer Analyst Resume
- Experience in delivering great customer service
- A passion for great customer experience and a real focus on delivering great outcomes
- Deliver data analysis to assist with performance and effectiveness briefs from marketing and commercial campaigns
- Experience using Omniture
- A self-starter with strong ‘can do’ type motivation, naturally inquisitive and resilient to blind alleys
- Experience in either SQL, R, Python or similar language
- Experience within retail is desirable but not essential
- Substantial experience within data analyses and command of Excel is essential
6
Skills For Product & Customer Analyst Resume
- Take initiative and demonstrate proactivity
- Good fit with organisational and team culture
- Experience with time series datasets and common data transformations
- Experience in enterprise level reporting, research or analytics role
- Collaborate with Data Science team to build models for customer experience, call center operations, and personalization
7
Skills For Senior Voice of Customer Analyst Resume
- Demonstrated ability to mentor, coach or line manage junior analysts
- Create scheduling agreements for new parts or reject scheduling agreements when parts are no longer valid
- Evaluate and prioritize customer inquiries to better serve the customers
- Experience in customer management/relationship/liaison kind of roles
- Analyzes, QCs and validates campaign results (digital and direct)
- Strong ability to analyze quantitative and qualitative data, optimize data sets, tools, and analysis techniques to drive business outcomes
- Experience with secondary sources and use of secondary survey research
8
Skills For Product Customer Analyst Resume
- Experience in presentation of results and translation of complex findings into layman’s terms
- AIMIA, Shopperview, and Nielsen experience
- Experience within the telecommunications industry
- Using and developing Amazon’s Machine Learning to solve merchandising, marketing, and product targeting problems
- Providing help and advice to customers using the Informatica products or services on the support processes and leveraging the support organization
- Understanding of relevant statistical concepts such as test planning
- Creating and producing reports to perform a wide range of analytics that drive insights and actionable items to be used by customer team
9
Skills For Customer Analyst Betting & Gaming Resume
- Performing analysis of data using analytical and statistical tools such as SQL and/or SAS to uncover insights in customer behavior and business profitability
- Reporting into commercial planning and analysis manager
- Modelling of customer behaviour to impact long term growth strategy including customer lifetime value and channel attribution
- Analyzing statistics or other data to determine the level of customer service your organization is providing
- Writing reports analyzing the customer service that GCS provides
- Assisting in the business planning (FSU) process for the team
- Partnering with internal cross functional teams to provide insights and assist with category story-telling
10
Skills For Customer Analyst Resume
- Making the complex simple through brilliant and intuitive Data Visualisation
- Understanding data availability, data strengths and weaknesses Use of External data sources e.g. Acorn, Mosaic, Lifestyle & Electoral Roll
- Owning execution and delivery of multiple analytical projects in a fast paced environment
- Understanding of consumer and market research quantitative techniques and survey datasets
- Assisting with Deductions for Kellogg’s USA
- Communicating courteously with customers by telephone, email
- Understanding of how to apply statistical methods to identify drivers of business results based on customer feedback and customer journey touchpoints
List of Typical Responsibilities For a Customer Analyst Resume
1
Responsibilities For Voice of the Customer Analyst Resume
- Lead and/or participate in Continuous Improvement activities, maintain good housekeeping practices
- Experience working in an advanced analytics role
- Customer analytics experience in the media and the news industry
- Business Analytics experience preferably in Sales, Category Management, Operations, and/or Finance
- Providing thoughtful leadership, coordination and integration of projects for the Multi-Channel Operations & Analytics team
2
Responsibilities For Senior Customer Analyst Resume
- Executing assigned analyses to continually advance capacity to address customer solutions, company opportunities, and improve productivity and impact
- Guiding the interpretation, use and implications of analyses to improve business decisions and customer solutions
- Customizing analyses as appropriate for customers and company
- Ensure customer releases are loaded into SAP to enable accurate planning, scheduling and shipment of parts
- Expertise in working with and aggregating large and complicated data files
- Responsibility for Multi-Channel daily GSV reporting and Period reporting
3
Responsibilities For Business Channel & Voice of Customer Analyst Resume
- Analyst support for IBP process each period, collecting inputs and rolling up for IBP call
- Develops performance measurement and reporting standards
- Implements measurement and reporting to track campaign success
- Knowledge of address processing practices
- Expert with a range of statistical and programming software e.g. SQL, SAS
- Discover insight and value within the data
- Work directly with client contacts to translate business objectives into reports
- Mentor and provide some day-to-day work direction to others on the team
4
Responsibilities For Digital Customer Analyst Resume
- Provide analyses of customer engagement data drawn from multiple sources to support detailed performance and effectiveness briefs from marketing and commercial campaigns
- Deliver analysis of selected customer cohorts in relation to commercial and business propositions or marketing campaigns, set up campaign measurements and recommend evaluation/ testing methodology
- Contribute to advanced analytics and model building to understand and predict customer behaviour, outcomes and make appropriate recommendations per brief
- Develop customer analytics subject matter expertise and share this with the AIA team and wider stakeholders
- Contribute to business led proposition development and other projects providing subject matter expertise around customer engagement and analytics capability current and potential
- Exposure to commercial analytics
- Familiar with internal databases, processes and stakeholders at News UK
- Able to explain internal tables and processes to new analysts
- Able to review code and help team members with SQL and Tableau
5
Responsibilities For MDM Customer Analyst Resume
- Understand customer data and communicate it in a concise and relevant way to stakeholders
- Work with minimal instruction and oversight, conduct multiple tasks and projects simultaneously
- Conduct analysis of releases and create customer delivery schedules
- Avoid obsolete material through efficient phase out of stock
- Sequence production orders to mirror customer ship schedule
- Compliance to all Continental and Culpeper plant permits, policies and procedures including, but not limited to, environmental, health, safety, security, ISO 14001 and Environmental Management systems, TS 16949 and Quality Management Systems, Human Resources policies, and Continental Business System elements
- Establish new customers into system with Sales, Program Management and Romania
6
Responsibilities For Product & Customer Analyst Resume
- Create Production Orders to ensure material availability
- Ensure customer shipments in order to meet delivery dates solicited
- Check that customer demand is entered correctly in SAP system
- Develop and implement initiatives to improve customer services
- Analyze and summarize customers issues in order to prepare appropriate soluctions/clarifications to responds to customers
- Maintain relationships with other internal departments to improve business performance
- Analyze customers issues so as to develop tools and processes to increase customer satisfaction
- Establish multidisciplinary teams for continuous improvement
- Identify and implement improvements to increase efficiency of labor
7
Responsibilities For Senior Voice of Customer Analyst Resume
- Initiate actions to prevent the occurrence of any non-compliance related
- And other activities assigned by Customer Manager
- Knowledge of IATF 16949:2016 and ISO 14001
- Help identify opportunities to address customer queries online through development of content on Aviva.ie
- Support Aviva.ie team in product and process content idea generation
- Work with Incident Management, Administration, Complaints and Digital Delivery teams in identifying digital pain points developing business cases and bringing those to prioritisation
- Monthly Voice of Customer reporting
- Obtain a clear understanding of Informatica product and support value proposition
- Manage ongoing customer success
8
Responsibilities For Product Customer Analyst Resume
- Technical acumen and web savvy
- Meet or exceed defined monthly, quarterly, and annual sales quota
- Keep customer data up-to-date with the changes that takes place on contacts and other key customer touch points
- Identify and drive possible process improvements for customer queries
- Manage the customer impact of incidents, providing clear direction to the support teams and resolving individual incidents by working closely with the technical teams until resolution
- Provide impact figures for major incidents
9
Responsibilities For Customer Analyst Betting & Gaming Resume
- Support all compliance processes to ensure we have the right level of escalation in place and audit adherence to process
- Clear analytical thinker with the ability to translate problems into processes, analyse root cause and present potential solutions
- Facilitate clear action plans and hold accountability for delivery
- Contributes in the design and execution of complex analysis for retail business customer insights and identifies opportunities for acquisition, retention, and relationship deepening through data mining
- Set up campaign measurements and recommend evaluation/testing methodology
- Help manage the data and reporting of surveys via SQL and BI platforms
10
Responsibilities For Customer Analyst Resume
- Weekly and Period Multi-Channel consumption reporting
- Quarterly reporting of IBO metrics specific to Multi-Channel
- Proficiency in Excel, PowerPoint, and SAS
- Provide analysis of customer engagement data from multiple sources
- Leverages transactional, behavioral, demographic, survey, and Voice of the Customer feedback data to inform stakeholders and to identify, size and address business issues and opportunities to increase conversion, revenue, margin, customer satisfaction and other KPIs, as well as to support investment and other strategic decisions
- Conducts Voice of the Customer research, including text analytics, synthesis of multiple data sources, cross-platform survey data analysis, and ad hoc analyses
- Ties customer feedback data to customer behavioral data to drive more impactful insights and recommendations
- Supports the establishment of goals and metrics for measuring the organization’s performance against customer experience objectives. Develops reporting on key metrics in support of continuous improvement of customer experience. Distributes reports to business stakeholders on a regular basis
- Links the insights from VOC feedback throughout the customer journey to QVC’s net promoter score and helps to drive the development of new and improved business processes to address customer pain points and, thereby, improve the customers’ net promoter score
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