Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Janel Parker

Salt Lake City

Summary

Results-driven professional with a keen eye for detail and passion for uncovering actionable insights from data. Proven track record of utilizing data analysis and visualization tools to drive business decisions and optimize processes. Team-oriented with strong focus on collaboration and adaptability, consistently delivering reliable results in dynamic environments.

Overview

10
10
years of professional experience

Work History

Senior Business Reporting and Data Analyst

Discover - Capital One
Utah
09.2023 - Current
  • Analyze complaint trends within Card Acquisition to identify operational risk, control gaps, and process failures impacting customer experience and regulatory exposure.
  • Conduct root cause analysis and translate findings into actionable recommendations adopted by business partners, legal, compliance, and risk partners.
  • Partner cross-functionally to open issues, influence procedural updates, and monitor corrective actions.
  • Provide executive-level reporting to senior management and stakeholders across the enterprise on risk-sensitive findings and complaint analysis.
  • Serve as subject matter expert to EOCA and Elevated Review (Tier 2/3 Complaints) for Card Acquisitions.
  • Lead ad hoc analytical work streams and perform quality review of team outputs to ensure accuracy and risk alignment.
  • Mentored a peer on structured complaint analysis, improving consistency and quality of issue identification.

Coordinator - Complaint Analytics Unit

Discover
Utah
12.2022 - 08.2023
  • Coordinated cross-functional teams to streamline project workflows and enhance communication.
  • Developed and maintained project schedules to ensure timely completion of initiatives.
  • Managed stakeholder communications, providing updates on project status and addressing concerns.
  • Developed executive-ready presentations translating complex complaint data into insights for business partners.
  • Coached team members on audit findings and quality standards to ensure procedural adherence.
  • Streamlined communication and reporting processes for Lead Acquisition Agents and business stakeholders.
  • Ensured accurate categorization and interpretation of complaint data across multiple business units.

Lead Complaint Agent

Discover
Utah
11.2021 - 11.2022
  • Performed trend analysis on complaint data across business units to identify recurring operational issues.
  • Presented findings with process improvement recommendations to business partners.
  • Ensured accurate categorization of complaint data supporting enterprise reporting needs.

Senior Acquisition Specialist

Discover
Utah
02.2016 - 10.2021
  • Resolved complex customer escalations while identifying opportunities for process and service improvement.
  • Provided actionable feedback to leadership contributing to procedural enhancements and improved customer outcomes.
  • Mentored new team members on procedural standards and effective customer issue resolution.
  • Assisted customers via phone and chat on the application process for Card.

Education

High School Diploma -

SLCC

Skills

  • Data visualization and presentations
  • Data analysis
  • Root Cause analysis
  • Process Gap Analysis
  • Risk and Compliance identification
  • Executive Reporting and Presentations
  • Cross-Functional Partnership
  • Complaint Trend Analysis
  • Snowflake, Excel, Data Visualization
  • 'Do The Right Thing' Mindset
  • Eagerness to learn

Accomplishments

  • Identified widespread misapplication of the Frozen File procedure through complaint trend analysis; findings led to formal procedure changes across agent population.
  • Discovered knowledge gap in handling Promotional APR at Acquisition inquiries causing inaccurate customer communication and risk exposure; partnered with cross-functional teams to update procedures and agent guidance.
  • Detected complaint patterns tied to OFAC-related handling; collaborated with Legal, Compliance, and Risk to open and support a formal issue investigation, including weekly reporting.

Timeline

Senior Business Reporting and Data Analyst

Discover - Capital One
09.2023 - Current

Coordinator - Complaint Analytics Unit

Discover
12.2022 - 08.2023

Lead Complaint Agent

Discover
11.2021 - 11.2022

Senior Acquisition Specialist

Discover
02.2016 - 10.2021

High School Diploma -

SLCC

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