CELESTE WASHINGTON
Summary
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. Also seeking and willing to a maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Data Analyst
Bread Financial
11.2020 - Current
- Utilized data visualization tools to effectively communicate business insights.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Produced monthly reports using advanced Excel spreadsheet functions.
- Improved decision-making processes with accurate data analysis and visualization techniques.
- Enhanced business efficiency by identifying trends and patterns in complex datasets.
Retention Customer Service Representative
Iqor
08.2013 - 11.2020
- Provided knowledgeable recommendations for products or services that aligned with individual customer needs, boosting satisfaction levels significantly.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Conducted thorough investigations of customer complaints, working diligently to find resolutions that satisfied all parties involved.
- Utilized CRM software efficiently to track customer interactions and ensure proper follow-up on pending issues.
Customer Service Advocate
Iqor
08.2012 - 11.2020
- Worked closely with other departments to ensure quality customer service delivery
- Adjusted bills and refunded money to resolve customers' service or billing complaints
- Handled escalated calls for front-line associates to address complex issues and restore customer satisfaction
- Surpassed sales goals through implementation of successful marketing strategies
- Developed training materials for new staff on email handling procedures
- Reviewed incoming emails and responded within established timeframes
- Composed detailed responses to customer complaints and escalated more difficult cases as needed.
Education
High School Diploma -
Dr. Henry A. Wise Jr. High School
Upper Marlboro, MD06.2009
Skills
- Data Modeling
- Machine Learning
- Report Preparation
- Business Needs Analysis
- Problem-Solving
- Time Management
- Team Building and Leadership
- Decision-Making
- Training and mentoring
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Supervised team of 12 staff members.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Certification
- Enrolled Agent
- MLO License
- Certified Notary Public
- Real Estate License
- Supervisor
- Certified Professional Coder
- Certified Coding Specialist
- RHIT
Assessments
- Customer service, 12/01/20, Completed
- Call center customer service, 04/01/21, Proficient
- Social media, 05/01/22, Completed
- Technical support: Customer situations, 08/01/23, Completed
- Administrative assistant/receptionist, 12/01/21, Completed
- Customer focus & orientation, 04/01/22, Proficient
- Administrative assistant/receptionist, 11/01/23, Completed
- Verbal communication, 07/01/22, Completed
- Written communication, 11/01/23, Proficient
- Inside sales, 04/01/23, Proficient
- Customer service, 02/01/22, Proficient
- Technical support, 08/01/23, Proficient
- Retail management, 07/01/24, Proficient
- Communication skills, 07/01/24, Proficient
- Social media, 07/01/24, Completed
Timeline
Data Analyst
Bread Financial
11.2020 - Current
Retention Customer Service Representative
Iqor
08.2013 - 11.2020
Customer Service Advocate
Iqor
08.2012 - 11.2020
High School Diploma -
Dr. Henry A. Wise Jr. High School
Similar Profiles
Sagar AdhikariSagar Adhikari
Executive Support at Bread FinancialExecutive Support at Bread Financial
Cynthia GarciaCynthia Garcia
Customer Service Advocate at Bread FinancialCustomer Service Advocate at Bread Financial
DEVIPRASAD KARDEVIPRASAD KAR
Quality Assurance, Lead A at Bread FinancialQuality Assurance, Lead A at Bread Financial
AKSHAY SHRIVASTAVAAKSHAY SHRIVASTAVA
Senior Portfolio Analyst at Bread FinancialSenior Portfolio Analyst at Bread Financial
Manoj Singh RawatManoj Singh Rawat
Data Analyst/Data Migration Analyst at Sopra SteriaData Analyst/Data Migration Analyst at Sopra Steria