Detail-focused Data Analyst with knowledge in data warehousing, process validation and business needs analysis. Proven to understand customer requirements and translate into actionable project plans. Dedicated and hard-working with passion for Big Data.
Hi, I’m
Cassandra Tyler
Westminster,CO
Summary
Overview
6
years of professional experience
Work History
Gannett Media Corp
Advanced Product Analyst
07.2022 - 02.2024
Job overview
- Collaborate with stakeholders across departments to gather input and feedback on product features and improvements
- Analyze customer feedback and user behavior data to identify pain points and areas for improvement in the product, and make recommendations for enhancements based on the findings
- Employ Big Query reporting and SQL querying for precise data extraction and analysis
- Leverage Google Analytics, MixPanel, Looker Studio, and Tableau for subscriber retention analysis, revenue forecasting, and presenting insights to executives, supporting strategic planning.
- Apply statistical methods in onsite A/B testing analysis to inform data-driven decisions.
Gaia
Business Intelligence Analyst
01.2021 - 07.2022
Job overview
- Responsible for solving business problems by using advanced analytics and machine learning. Translating data and trends into actions to drive business decisions.
- Developing predictive mathematical models to understand the impact on retention and churn.
- Writing sophisticated queries with SQL for analysis.
Experience in querying and manipulating large datasets for analysis (Python and SQL) - Perform Sentiment Analysis of Gaia's series and episode reviews and comments.
- Developing and deploying new tools for automated reporting
- Using Apache Spark with Python for building big data processing and analytics applications
- Experience in communicating effectively to stakeholders, including executives
- Designing and analyzing A/B experiments to evaluate the impact of any changes Gaia makes
- Working with AWS, Domo, Power BI, Google Analytics, Optimizly
Gaia
Technical Support Manager
04.2020 - 07.2021
Job overview
- Contributed to the success of the business by supporting the sales and retention of 700,000 members in 2020 with a support staff of 12, while managing a team of 5 technical support representatives
- Achieved cost-saving solutions to member support requests and actionable plans which drove efficiency and quality across all departments
- Assist in compiling data of trending user experience, troubleshooting devices, discerning one-off experiences and detecting and reporting bugs, reporting feature requests
- Create and maintain articles, macros, shortcuts, and user permissions in Zendesk as Administer
- Maintaining and updating International Help Center in multiple languages, including dynamic content in Zendesk
- Development and implementation of troubleshooting and procedures while relationship building with Product Managers, managing users in test groups through Testarossa, collect and provide feedback on A/B testing
- In 2020, improved profit margins by streaming operations and workflow while reducing per ticket costs by 30% in 2020
- Develop and implement training programs to enhance technical support team's skills and knowledge in troubleshooting and resolving customer issues
- Create and implement a performance metrics system to measure the effectiveness and efficiency of the technical support team.
Zen Planner
Tier 2 Technical Support Specialist
05.2019 - 03.2020
Job overview
- Provide technical support for our business management software to clients and their members via phone, email tickets, and chat using ZenDesk
- Develop trusted advisor relationships with executive clients to ensure optimal use and implementation of the Zen Planner software
- Promote maximum value from their investment in Zen Planner, identify new opportunities, and collaborate with Clients to ensure growth from use of Prospect Funnel, marketing automation, and scheduled marketing follow ups
- Prioritize issues and escalate actionable items to the development team
- Validate reported issues using testing techniques and tools
- Proactively reach out to clients to ensure optimal use of the Zen Planner software
- Maintain established metrics while serving as a representative of company values
- Manage incoming weekend support requests via email
- Writing up bugs and linking with JIRA.
Liberty Mutual Insurance
Licensed Gold Customer Service Representative
06.2018 - 04.2019
Job overview
- Licensed Property and Casualty Agent
- Answer inbound customer calls providing timely and accurate guidance and service to policyholders and agents
- Close auto and homeowners sales from leads generated
- Identifying and analyzing customer needs to ensure high customer satisfaction, growth and retention of business
- Counsel prospects and policyholders on coverages, limits, and regulations
- Develop quotes based upon acquired risk information
- Uses sales and selling techniques such as securing critical risk information, identifying and overcoming objections, solving prospect or policyholder problems, generating leads to sales.
Education
Western Governors UniversitySalt Lake City, Utah
Data Analytics and Management
09.2023
University Overview
Midstate CollegePeoria, Illinois
AAS from Paralegal Services
10.2005
University Overview
Skills
- Consumer Buying Habits
- Content Management
- Customer Demographics
- Marketing Analytics
- Data Analytics
- SQL Proficiency
- Python Programming
- Google Analytics
- Business Intelligence
- Technical Documentation
- Voice of Customer Analysis
- Tableau Expertise
- Conversion Rate Optimization
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Your most unhappy customers are your greatest source of learning.
Timeline
Advanced Product Analyst
Gannett Media Corp
07.2022 - 02.2024
Business Intelligence Analyst
Gaia
01.2021 - 07.2022
Technical Support Manager
Gaia
04.2020 - 07.2021
Tier 2 Technical Support Specialist
Zen Planner
05.2019 - 03.2020
Licensed Gold Customer Service Representative
Liberty Mutual Insurance
06.2018 - 04.2019
Western Governors University
Data Analytics and Management
Midstate College
AAS from Paralegal Services
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