KAMIL DIXON
Las Vegas,NV
Summary
Accomplished Data Analyst and Customer Engagement Specialist with over 7 years of call center expertise, known for transforming data into powerful strategies that enhance operational efficiency, elevate client satisfaction, and drive substantial cost savings. With a strong foundation in workforce management, frontline business operations, and client relations, I have a proven track record of optimizing workforce efficiency by 30% and reducing staffing costs by 15%. My expertise in de-escalation has led to a remarkable 98% success rate in resolving escalated issues, reducing complaint resolution time by 20% and boosting client loyalty. Leveraging advanced analytical skills honed through 3+ years of experience with statistical modeling, machine learning, and data visualization, I deliver actionable insights that fuel business growth. Proficient in SQL, Python, and Tableau, I have designed predictive models that improved schedule accuracy by 40%, minimized agent burnout by 25%, and cut average handle time (AHT) by 20%. Known for consistently surpassing KPIs, including CSAT and FCR, while maintaining a 95% SLA adherence, I am adept at communicating complex data insights, enabling strategic cross-functional collaboration to drive customer satisfaction improvements by 25%. Recognized for strong communication, leadership, and mentoring abilities, I am passionate about empowering teams and businesses through data-driven innovation and continuously seek new ways to elevate performance, optimize resources, and foster sustainable growth.
Overview
5
5
years of professional experience
Work History
Program Coordinator
Goodwill Corporate
01.2025 - Current
- Facilitated regular meetings with team members to discuss progress updates, address challenges, and brainstorm solutions for ongoing success.
- Established strategic partnerships with external organizations, expanding program reach and impact.
- Maintained detailed records of program activities and participant data, ensuring compliance with internal policies and external regulations.
- Provided exceptional customer service to program participants through prompt response times and attentive assistance with inquiries or concerns.
- Enhanced program efficiency by streamlining processes and implementing innovative solutions.
- Monitored performance metrics closely to evaluate areas requiring intervention or adjustment, making data-informed decisions that contributed positively towards overall results.
- Created comprehensive reports on program progress, presenting findings to stakeholders and adjusting strategies as needed.
Data Analyst
Sunbit
11.2021 - 01.2023
- Used business objects, business intelligence and other reporting tools to extract data from data solutions and data warehouses.
- Collaborated with stakeholders to identify business needs and data sources.
- Developed customized reports, summarizing and presenting data in visually appealing format.
- Created dashboards to monitor and track key performance indicators.
- Analyzed large amounts of data to identify trends and find patterns, signals and hidden stories within data.
Quality Assurance Analyst
Sunbit
05.2022 - 01.2023
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Mentored and coached team members on QA topics and strategies.
- Fixed identified issues to improve workflows.
- Designed, documented and executed test scenarios to identify software bugs.
- Reported progress, test metrics and results to project stakeholders.
Customer Service Specialist
Sunbit
11.2021 - 05.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
Data Processor
Clark County Social Services
09.2020 - 06.2021
- Reviewed and updated client correspondence files and database information to maintain accurate records.
- Managed workflow scheduling, data entry, and accuracy verification for large data projects.
- Compiled data and reviewed information for accuracy prior to input.
Legal Assistant
California Rural Legal Assistance
10.2019 - 08.2020
- Organized attorneys' schedules by coordinating client meetings, court appearances, hearings, and travel arrangements, ensuring seamless daily workflow.
- Prepared and drafted correspondence maintaining smooth and professional communications with clients, court officials, and other legal contacts.
- Managed client accounts and case records with strict confidentiality, exercising high levels of discretion to safeguard sensitive information.
- Proactively monitored and organized inboxes, prioritizing key messages, responding to general inquiries, flagging urgent items, and scheduling consultations based on attorney availability.
- Provided essential support during trial and deposition days including preparing materials, managing logistics, arranging meals, and assisting with secure document handling .
- Coordinated schedules with clients, ensuring seamless case progression and adherence to all required timelines.
- Collaborated closely with attorneys, administrative staff, and fellow legal assistants on complex cases, contributing to a cohesive team approach in managing legal processes.
- Assisted with personal tasks for attorneys, including errands and time-sensitive requests, to support their efficiency and focus on casework.
- Supported back-end tasks such as document uploads, case file maintenance, and database updates to optimize legal documentation and case management systems.
Education
No Degree - Real Estate
Century 21
12.2024
Associate of Science - Computer Science
University of Phoenix
11.2024
Some College (No Degree) - Computers And Operating Systems And Security
Coursea
High School Diploma -
Bridges Academy
09.2017
Skills
- Operational Efficiency & Cost Reduction: Increased workforce efficiency by 30% and reduced staffing costs by 15%, demonstrating a strong command of resource optimization in high-demand environments
- De-Escalation Mastery: Achieved a 98% success rate in de-escalation with a 20% reduction in complaint resolution time, ensuring positive client outcomes and enhancing brand loyalty
- Advanced Data Analysis & Predictive Modeling: Over 3 years in complex data analysis using statistical modeling, machine learning, and data visualization to drive growth Expert in SQL, Python, R, and Tableau, with a track record of designing models that improved schedule accuracy by 40%, reduced agent burnout by 25%, and cut AHT by 20%
7 Years of Call Center Expertise: Skilled in fast-paced call center operations, specializing in workforce management, frontline operations, and customer engagement strategies
- Consistent KPI Achievement: Exceeds key metrics, including a 95% SLA adherence, elevated CSAT and FCR scores, and a 25% boost in customer satisfaction, leveraging insights to refine and elevate customer experiences
- Exceptional Communication & Leadership: Known for strong communication, leadership, and mentoring abilities, fostering team cohesion, continuous improvement, and professional growth among team members
- Innovation & Technology Integration: Passionate about using technology to drive business innovation, integrating data insights to improve decision-making, efficiency, and client satisfaction
- Strategic Problem Solving & Initiative: Demonstrates a proactive approach to problem-solving, anticipating needs, and implementing solutions that support operational excellence and continuous improvement
Timeline
Program Coordinator
Goodwill Corporate
01.2025 - Current
Quality Assurance Analyst
Sunbit
05.2022 - 01.2023
Data Analyst
Sunbit
11.2021 - 01.2023
Customer Service Specialist
Sunbit
11.2021 - 05.2022
Data Processor
Clark County Social Services
09.2020 - 06.2021
Legal Assistant
California Rural Legal Assistance
10.2019 - 08.2020
Associate of Science - Computer Science
University of Phoenix
Some College (No Degree) - Computers And Operating Systems And Security
Coursea
High School Diploma -
Bridges Academy
No Degree - Real Estate
Century 21
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