Emil Revilla
Data Analyst and Customer Success Specialist
Chicago,IL
Summary
Seasoned professional with 10+ year experience in Content Strategy, Product and Data Analysis and Customer Support to develop and improve efficient publishing processes and content creation, ensuring published content meets unified standards across multiple channels. Recognized for effectively identifying gaps and opportunities in content and processes, analyzing data to make recommendations that help in bridging gaps and seizing opportunities.
• Deep knowledge and expertise in business process, market intelligence, strategy, research, and data analytics
• Skilled in effectively optimizing strategies, operations, and processes to achieve optimum results while providing world-class customer service; saving money, time, and labor; and generating revenue
• Superb analytical-thinking, decision-making, management, and organizational skills, renowned for the ability to address problems and promptly lead the process of finding solutions
• Team leader/player capable of managing in fast-paced environments to meet tight deadlines
• Strong verbal/written communication, negotiation, and reporting skills: deft at building effective long-term business relationships with leadership, business users, and clients
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Steiner Industries
Chicago, IL
12.2021 - 11.2022
- Answered inquiries from end-users, distributors, and manufacturer representatives
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues
- Investigating customer problems and/or complaints to successful resolution
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Maintained relationships with both internal and external customers with exceptional service
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
Product Content Analyst
Dakota Systems
Chicago, IL
05.2019 - 11.2019
- Boosted sales and marketing in addition to content creation by analyzing content strategy and data
- Assisted in developing effective proposals and projects, managing teams, and interacting with client project personnel and subject matter experts
- Researched technical products to assist in developing selling strategies
- Defined product categories to produce product hierarchies; assigned products to categories in product hierarchies; and defined product attributes that help online shoppers make buying decisions.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Lead Data Analyst
Codifyd
Chicago, IL
04.2013 - 01.2019
- Increased searchability and indexability within online sites for products from 500 companies by creating and optimizing effective taxonomy and schema models
- Directed an offshore global data analytics team, supporting the data enrichment and SKU build of millions of products and leading the creation of an internal group within Codifyd
- Proposed optimizations within specific project requirements by improving an internal Codifyd system that generates KPI reports and using them to analyze client data
- Escalated sales and developed strong relationships with current and prospective clients by establishing and maintaining new internal processes around vendor relations
- Designated database engineer for leading UK electronics distributor RS Components, weekly governing over 950k data points for consistency and accuracy
- Provided analytics and reporting to clients for pre and post checkpoints throughout project timelines to increase efficiencies and gain additional insights by performing SQL search algorithms
- Cultivated feedback from clients, vendors, and manufacturers for specific project requirements, analyzed provided feedback, and developed solutions to increase project accuracy and post-go-live feature lists.
Program Support Representative
North American Corporation
Glenview, IL
01.2010 - 01.2012
- Maintained account portfolios and databases for multi-million dollar accounts such as Purina, Enterprise and Diversey to ensure integrity and accuracy of customer information
- Created and presented reports to the appropriate account manager to avoid lag time and back orders
- Placed orders for internal and external customers via account specific websites and/or the AS400 internal system.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Increased sales by educating prospects on benefits of products and services in comparison to competitors
Customer Service Representative
Omeda Communications
Chicago, IL
01.2006 - 01.2009
- Performed Customer Support and Junior Account Management for a magazine subscription call center
- Communicated directly with clients over the phone and via email in response to service inquiries, requests for new and existing accounts, and managing subscription database
- Filled out internal forms required for determining subscriber changes, cancellations, refunds and reporting missing product - all while maintaining this information for client’s records and internal use
- Investigated and directed subscriber complaints of service failure instances to designated departments for further evaluation to ensure problem resolution within a timely manner
- Rotated inventory control duties and proactively notifying clients of possible product shortages
- Worked alongside internal resources doing accuracy analysis on the company-wide database to ensure a consistent level of customer service to our clients.
Education
Associate of Applied Science - Computer And Information Sciences
Oakton Community College
Des Plaines, IL06.2002
Skills
- Complaint resolution
- Order fulfillment
- Cross-selling
- Administrative support
- Professional telephone demeanor
- Data analysis
- Product research
- Account management
Timeline
Customer Service Representative
Steiner Industries
12.2021 - 11.2022
Product Content Analyst
Dakota Systems
05.2019 - 11.2019
Lead Data Analyst
Codifyd
04.2013 - 01.2019
Program Support Representative
North American Corporation
01.2010 - 01.2012
Customer Service Representative
Omeda Communications
01.2006 - 01.2009
Associate of Applied Science - Computer And Information Sciences
Oakton Community College
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