Caroline Keino
Canal Winchester,OH
Summary
Knowledgeable and dedicated customer service professional with extensive experience in industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
3
3
years of professional experience
Work History
Business Data Analyst
Smart Data Analytic Inc.
05.2023 - Current
- Trained junior analysts on best practices for data management and analysis, fostering culture of continuous improvement within team.
- Collaborated with cross-functional teams to identify key metrics and develop relevant dashboards for tracking business performance.
- Reduced report generation time significantly by optimizing SQL queries and restructuring existing databases.
- Generated ad-hoc reports upon request, supporting various stakeholders'' needs for timely information access.
- Developed custom data models to improve forecasting and drive strategic initiatives.
- Implemented machine learning algorithms to predict customer behavior, resulting in improved marketing strategies.
- Standardized data collection procedures across departments, ensuring consistent data quality and enabling seamless integration of new datasets.
- Provided evaluative judgment based on analysis of information in complicated and unique situations and contributed to formulation of standards and strategies for functional areas.
Customer Service Representative
Amazon
Houston, TX
04.2021 - 05.2023
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Managed over 50 customer calls per day.
- Increased sales by 100 %
- Exceeded performance metrics consistently, earning recognition as top performer within team.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
Bootcamp Certification - Data Science And Machine Learning
Smart Data Learning
Houston, Texas05.2023
Skills
- Data Entry
- Customer RMA management
- Conflict Mediation
- Technical Support
- Customer Relations
- Computer Proficiency
- Call center experience
- Critical Thinking
- Problem-solving abilities
Timeline
Business Data Analyst
Smart Data Analytic Inc.
05.2023 - Current
Customer Service Representative
Amazon
04.2021 - 05.2023
Bootcamp Certification - Data Science And Machine Learning
Smart Data Learning
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