Mars Anderson
Schaumburg,IL
Every problem is a gift—without problems we would not grow.
Tony Robbins
Summary
Senior Analyst driving seamless customer experiences through fast support, no-code automations, and UX-informed improvements. Increased customer satisfaction by 67% by streamlining workflows and reducing friction in high-volume environments. Skilled in Zapier, Zendesk, and usability research, using data insights to scale operations, boost engagement, and optimize system performance.
Overview
4
4
years of professional experience
Work History
Senior Analyst, Customer Experience
Oaksterdam University
01.2025 - Current
- Automated 7,160+ monthly tasks in Zapier, overcoming API limitations to streamline LMS onboarding, support internal processes, and data management
- Map the customer journey and the CX cycle to identify pain points based on customer feedback and user behavior analytics
- Served as an SME for UI/UX and accessibility, leading improvements across mobile and desktop platforms
- Assist in maintaining instructional content in Academy of Mine and Articulate 360 and elevate learning experiences with interactivity and gamification sections
- Improved data accuracy and accessibility to support strategic decision-making
- Managed Zendesk operations, improving support tools and customer satisfaction
- Produced actionable reports on user activity to guide business strategy and identify patterns in data
Operations Analyst
Oaksterdam University
04.2022 - 01.2025
- Provided Tier 2 technical support to resolve system issues quickly, minimizing downtime and customer frustration
- Delivered cross-platform support, troubleshooting issues to ensure operational continuity
- Monitored API logs to debug and audit workflows to improve system accuracy and performance
- Maintained automated workflows in Zapier, cutting onboarding time by 22.2%
- Standardized reporting frameworks to boost KPI visibility and support data-driven decisions
- Built Google Looker Studio dashboards, turning raw data into insights for performance optimization
- Used Mouseflow for usability research, refining content structure to enhance navigation and engagement on desktop
Student Support Specialist
Oaksterdam University
08.2021 - 04.2022
- Delivered personalized support via phone, email, and chat across inbound and outbound channels
- Deployed a lead gen form that funneled prospects and provided audience insights, generating 2,000+ submissions with a 4% conversion rate
- Maintained a 45% one-touch resolution rate in Zendesk, cutting response times in a high-volume support environment
- Resolved 55% of support tickets, identifying system inefficiencies and recommending improvements that boosted customer satisfaction
- Maintained clear, accurate support content for staff and students, translating complex policies and workflows into accessible, jargon-free guidance.
- Advised 200+ prospects and students by assessing skill gaps and offering tailored guidance for career transitions through education programs
- Collaborated with across departments to escalate and resolve customer inquiries and technical issues
Education
Certification - UX Design
01.2022
Associate's Degree - Sociology
01-2019
Skills
- Customer Experience
- Process Improvement
- Data Management
- Data Cleaning
- Data Visualization (Looker Studio)
- No-Code Automations (Zapier)
- CRM Solutions (Zendesk, Zendesk Sell)
- Technical Support
- API Logs
- UX Design
- Usability Testing (Mouseflow)
- Google Workspace
Timeline
Senior Analyst, Customer Experience - Oaksterdam University
01.2025 - Current
Operations Analyst - Oaksterdam University
04.2022 - 01.2025
Student Support Specialist - Oaksterdam University
08.2021 - 04.2022
CareerFoundry - Certification, UX Design
City Colleges of Chicago - Associate's Degree, Sociology
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