Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Emmanuel Kwaning

Chicago,IL

Summary

Analytical and results-driven Business Intelligence Data Analyst with 5+ years of experience transforming complex datasets into actionable insights. Skilled in SQL, Tableau, Power BI, and Python, with proven success building customer engagement dashboards, ensuring data integrity, and partnering with leadership to drive data-informed decisions. Adept at collaborating cross-functionally with Customer Success, Product, and Engineering teams to improve retention, optimize performance, and scale analytics solutions.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Business Intelligence Analyst

SummitPoint Analytics Group
01.2021 - Current
  • Built and maintained SQL-based queries and Tableau/Power BI dashboards to track KPIs for customer onboarding, retention, and multi-channel support (phone, chat, email).
  • Partnered with Customer Success leadership to analyze engagement and operational efficiency, delivering insights that improved client retention by 10%.
  • Developed Python scripts to automate reporting workflows, ensuring accuracy and consistency across data sources.
  • Collaborated with Product and Engineering teams to model customer success metrics and strengthen data governance practices.

Data Analyst – Global Operations

Amazon
01.2018 - 01.2021
  • Designed BI solutions in Tableau and Power BI to monitor customer experience and workforce KPIs for large-scale operations.
  • Wrote and optimized SQL queries for high-volume customer support data, improving reporting efficiency by 25%.
  • Partnered with upstream data owners to validate and reconcile data integrity across HR, finance, and support systems.
  • Delivered ad-hoc insights on customer lifecycle trends that informed operational strategies and improved SLAs.

Workforce Planning Specialist

Crestfield Solutions
01.2016 - 01.2018
  • Created and maintained workforce schedules for 500+ seat contact centers, using SQL and BI tools to optimize coverage.
  • Produced performance reports and dashboards highlighting retention and adherence metrics.
  • Supported cross-functional initiatives to reduce overtime costs and improve workforce efficiency.

Education

B.S. - Sociology, Minor in Informatics

University of Illinois At Urbana-Champaign
Champaign, IL
05.2021

Skills

  • SQL Development & Optimization
  • BI Tools: Tableau, Power BI, Looker (familiar)
  • Customer Lifecycle & Retention Analytics
  • Data Governance & Integrity
  • Python (Pandas, NumPy)
  • Stakeholder Communication & Data Storytelling
  • Customer Success & Operational Metrics
  • Dbt & Snowflake (familiar)

Certification

  • AWS Certified Data Analytics – Specialty
  • Tableau Desktop Specialist
  • Microsoft Certified: Power BI Data Analyst Associate
  • SQL for Data Analysis (Mode Analytics)

Languages

Akan
Native or Bilingual

Timeline

Business Intelligence Analyst

SummitPoint Analytics Group
01.2021 - Current

Data Analyst – Global Operations

Amazon
01.2018 - 01.2021

Workforce Planning Specialist

Crestfield Solutions
01.2016 - 01.2018

B.S. - Sociology, Minor in Informatics

University of Illinois At Urbana-Champaign

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