Maika Minuty
Coconut Creek,FL
Summary
Soon to graduate Data Analyst with deep expertise in data warehousing, process validation and business needs analysis seeking an opportunity with a growing organization. Proven ability to understand customer requirements and translate into actionable project plans. Dedicated and hard-working with a passion for Big Data. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits.
Overview
9
9
years of professional experience
Work History
Business Analyst
FIRSTSERVICE RESIDENTIAL
Dania Beach, FL
02.2018 - Current
- Manage longstanding customer NPS program and consult Executives on national operational performance of business development, customer and associate retention programs, as well as client engagement/loyalty levels against business targets.
- Establish cross-functional relationships across 24 markets' Operations and HR departments to develop performance improvement plans aligned with organization's goals.
- Conduct ad hoc research studies and manage corresponding analysis to identify areas of improvements using metrics such as FCR, ESat, NPS and Effort scores.
- Identify and share customer insights and key drivers of negative and positive customer experience with Market leaders.
- Serve as subject matter expert of the Qualtrics platform for survey logic development, dashboard design, overall support and training of company end users.
- Design and execute operations training and communication materials to improve global service delivery standards.
Compliance Analyst
RAS LAVRAR LAW OFFICES
Plantation, FL
03.2017 - 01.2018
- Liaised between business and IT personnel to ensure a mutual understanding of processes and applications used for daily reporting.
- Identified and reconciled errors in client data to ensure accurate business requirements.
- Compiled analytical reports, forecast reports and audit reports for 5 external vendor accounts.
- Assessed compliance risk, identified root cause of compliance exceptions, and develop corrective action plans to ensure effective enterprise-wide internal controls are in place per FDCPA, FCRA, FATCA, AML legislations.
- Recommend improvements or changes in present work structures, policies, functions to enhance quality and efficiency of work.
- Initiated strategic trend report to measure KPI of Compliance and Auditing department.
- Act as a liaison between external vendors and internal compliance department to identify, formulate and implement compliance risk policies, procedures and controls.
Project Coordinator
GLOBAL RESPONSE
Miami, FL
11.2015 - 03.2017
- Developed Excel reports that showcased product inquiries, tracked customer requests, and grouped data entry inputs while communicating with US and CA stores to assist with daily inquiries and provide resolutions to complaints and inquiries resulting in an increase of customer satisfactory rate.
- Maintained quality assurance of calls, emails, chat and social media contacts of the French Department by implementing new verbiage.
- Interviewed, trained and managed over 10 new representatives on company policies and procedures resulting in higher employee retention, improved customer satisfaction and higher quality assurance.
- Managed team of 3 agents to successfully launch the French Chat Channel by translating all English templates to French, developing and implanting testing methodologies for customer contact and satisfaction.
- Developed Social Media marketing strategies through Salesforce to increase customer satisfaction and brand awareness.
Education
M.S - Management Information Systems
Nova Southeastern University
December 2019
B.S - Physics
SUNY
June 2012
Skills
- Use Cases
- Predictive modeling
- Microsoft Office Suite
- Project management
- Brand management
- Strategic planning
- Data collection and analysis
- SQL and databases
- Customer targeting
- Business analysis
- Expert in Excel; intermediate in Tableau, Power BI
- Data analysis
- Problem solving
- Business needs analysis
- Fluent in French
Timeline
Business Analyst
FIRSTSERVICE RESIDENTIAL
02.2018 - Current
Compliance Analyst
RAS LAVRAR LAW OFFICES
03.2017 - 01.2018
Project Coordinator
GLOBAL RESPONSE
11.2015 - 03.2017
M.S - Management Information Systems
Nova Southeastern University
B.S - Physics
SUNY
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