Mars Anderson
Schaumburg,IL
Every problem is a gift—without problems we would not grow.
Tony Robbins
Summary
Customer Experience Analyst bridging the gap between solutions and systems for all people. I design workflows from a user perspective, automate to reduce busywork and eliminate friction, and bring a human lens to digital support. Skilled at Zapier, Zendesk, and reading API Logs, using a systems mindset to scale operations, boost engagement, and optimize overall system performance.
Overview
5
5
years of professional experience
Work History
Senior Analyst, Customer Experience
Wise Education Technology Inc.
01.2025 - Current
- Lead cross-functional initiatives to streamline digital experiences, reduce friction, and scale operations through no-code automation and data-informed design.
- Saved ~20 hours per 100 enrollments by implementing conditional logic and integrated tools in Zapier to revamp onboarding.
- Mapped the full customer experience (CX) cycle to identify pain points and drive improvements in satisfaction, accessibility, and support.
- Served as internal SME for UI/UX and accessibility, advising platform and course design improvements across web and mobile.
- Built executive-facing Looker Studio dashboards to track CX KPIs and align strategy with user behavior patterns.
Operations Analyst
Wise Education Technology Inc.
04.2022 - 01.2025
- Automated 7,000+ monthly tasks in Zapier, overcoming API limitations to support enrollment, learning management, and internal communications.
- Maintained and optimized workflows across CRM (Zendesk Sell), LMS (Academy of Mine), and internal SOPs, boosting operational accuracy.
- Reduced onboarding time by 22% through automation and integration of data sources across systems.
- Monitored API logs to debug and audit performance, identifying and resolving process inefficiencies proactively.
- Developed and documented scalable SOPs, supporting consistency and team knowledge transfer.
Student Support Specialist
Wise Education Technology Inc.
08.2021 - 04.2022
- Delivered Tier 2 technical support via phone, chat, and email across multiple platforms in a high-volume support environment, handling 30~50 tickets per week.
- Resolved 55% of support tickets independently, reducing overall resolution time and boosting customer satisfaction.
- Maintained a 45% one-touch resolution rate and documented clear, jargon-free help content for students and staff.
- Advised 200+ prospective students, identifying skill gaps and offering tailored guidance for education pathways.
- Deployed lead generation surveys that resulted in 2,000+ responses and a 4% conversion rate, helping shape audience engagement strategy.
Education
Certification - UX Design
01.2022
Associate's Degree - Sociology
01-2019
Skills
- Customer Experience
- Technical Support
- API Logs
- Process Improvement
- Data Management
- Data Cleaning
- Data Visualization (Looker Studio)
- No-Code Automations (Zapier)
- CRM Solutions (Zendesk, Zendesk Sell)
- UX Design
- Usability Testing (Mouseflow)
- Google Workspace
Timeline
Senior Analyst, Customer Experience - Wise Education Technology Inc.
01.2025 - Current
Operations Analyst - Wise Education Technology Inc.
04.2022 - 01.2025
Student Support Specialist - Wise Education Technology Inc.
08.2021 - 04.2022
CareerFoundry - Certification, UX Design
City Colleges of Chicago - Associate's Degree, Sociology