Daniel Quirk
Columbia,SC
Summary
Results-driven Senior Analyst with more than 15 years of data analytics & business intelligence experience. I have a strong record of delivering actionable insights to improve operational performance and customer experience. Highly proficient in Google and Microsoft tools (Sheets, Slides, Excel & PowerPoint), specializing in automation, in-depth reporting, and data storytelling. Known for collaborative, data-driven decision-making. Working knowledge of SQL.
Overview
26
26
years of professional experience
Work History
Senior Analyst: Partner Success Organization
VERIZON
Columbia, USA
02.2021 - 12.2025
- Transformed complex data into practical insights that drove business decisions and operational efficiency.
- Analyzed large datasets, used Google Sheets and Microsoft Excel to identify trends and insights, visualized data, and presented finished product to leadership.
- Built automated reporting that paired trend analysis with KPI-driven business unit rankings to generate actionable business insights and reduced weekly production time by 12 hours.
- Translated complex datasets into executive-ready visual insights for Quarterly Business Reviews (QBRs), enhancing decision-making.
- Mentored teams in interpreting complex datasets and translating findings into actionable insights, fostering data-driven culture.
- Leveraged weekly outlier analysis of credit/debit transactions to surface operational inefficiencies and drive corrective actions, improving processing times by 42%.
- Supported ramp-up operations at new call centers as operational SME, facilitating effective communication between leadership and frontline staff.
Senior Analyst: Competitive Intelligence
VERIZON
Columbia, USA
03.2019 - 01.2021
- Completed customer-experience analysis and delivered executive presentations that improved customer processes.
- Produced executive-level competitive intelligence summaries that highlighted areas of focus to enhance process flow improvement and customer experience.
- Established a centralized intake process using Google Forms to evaluate and prioritize research initiatives submitted by cross-functional teams.
- Managed staging accounts with Verizon, T-Mobile, & AT&T in order to measure their digital customer experiences.
- Synthesized Net Promoter Score (NPS) survey data to surface actionable insights and prioritize customer experience improvement initiatives.
Senior Analyst: Quality Assurance
VERIZON
Columbia, USA
03.2007 - 02.2019
- Lead cross-functional initiatives that leveraged field analysis and KPI analysis to drive measurable improvements.
- Identified high volume Retail locations performing below customer experience expectations, completed mystery shop visits, and delivered insights to leadership that reduced post-sale customer contacts by 17%.
- Utilized auditing platforms to evaluate customer interactions and employee system usage, synthesizing findings into leadership insights that drove improvements in customer experience and operational efficiency.
- Analyzed call center KPIs and partnered cross-functionally to implement data-driven solutions to key business challenges, reducing repeat contacts by 14%.
Associate Director: Exec Relations/Internet Support
VERIZON
Columbia, USA
02.2005 - 02.2007
- Oversaw a multi-tier organization of roughly 120 staff members who supported online customer contacts and executive relations cases.
- Directed the creation and deployment of a quality assurance framework to standardize performance and improve quality metrics.
- Analyzed volume trends and adjusted frontline staffing to support peak operational demand.
- Oversaw talent acquisition and conducted performance appraisals to optimize team effectiveness.
Supervisor, Quality Assurance
VERIZON
Columbia, USA
09.2002 - 01.2005
- Managed a team of 15-18 QA Coordinators responsible for auditing customer interactions.
- Established a collaborative partnership program connecting QA Coordinators and call center management.
- Leveraged Excel to summarize call review findings and provide data-driven recommendations to leadership.
- Facilitated recurring Quality Assurance training sessions for new employees, improving consistency and understanding of quality expectations.
- Reviewed customer interaction survey responses to identify pain points and provide suggested engagement solutions to call center leadership.
Supervisor: Customer Service
VERIZON
Columbia, USA
05.2000 - 08.2002
- Provided functional and technical support to hundreds of end-users of Oracle Applications and Ariba ORMS systems.
- Conducted quarterly and annual employee performance reviews to evaluate employee performance and support development goals.
- Integrated frontline staff into escalated call handling to improve critical thinking and resolution skills.
- Designed a center-wide team competition that drove measurable improvements in overall performance.
Education
Masters of Education (MED) - Rehabilitation Counseling
University of South Carolina
Columbia, SCBachelor of Science (BS) - Psychology
University of Maine
Orono, MESkills
- Data Analytics & Visualization
- Business Insights
- Competitive Intelligence
- Cost Savings & Efficiencies
- Problem Solving
- Workflow Management
- Google Docs
- Google Sheets
- Google Slides
- Google Forms
- Google Calendar
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Tableau
- Looker
Timeline
Senior Analyst: Partner Success Organization
VERIZON
02.2021 - 12.2025
Senior Analyst: Competitive Intelligence
VERIZON
03.2019 - 01.2021
Senior Analyst: Quality Assurance
VERIZON
03.2007 - 02.2019
Associate Director: Exec Relations/Internet Support
VERIZON
02.2005 - 02.2007
Supervisor, Quality Assurance
VERIZON
09.2002 - 01.2005
Supervisor: Customer Service
VERIZON
05.2000 - 08.2002
Masters of Education (MED) - Rehabilitation Counseling
University of South Carolina
Bachelor of Science (BS) - Psychology
University of Maine