MICHAELA KARGBO
Philadelphia,PA
Summary
Data Analytics Professional transitioning from a successful background in business administration and client management. Proficient in using SQL, Python, Power BI, and Tableau to extract actionable insights, automate reporting, and support data-driven decisions. Combines academic training in Business Administration (Data Analytics focus) with hands-on experience in optimizing workflows and forecasting outcomes to solve complex business challenges.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Account Manager
VERIZON
10.2022 - 02.2025
- Managed accounts and forecasted revenue by producing recurring CRM-based reports, improving reporting efficiency by 20%.
- Utilized tools including Excel, CRM software, and Google Analytics to track client data, generate reports, and inform account management decisions.
- Optimize Google Analytics for data-driven insights into customer behavior, informing sales strategies, and campaign effectiveness.
- Managed and trained staff on essential tools and procedures to enhance service delivery and operational efficiency.
- Maintained strong client relationships across key telecommunications accounts, focusing on contract renewals, service upgrades, and the resolution of complex billing issues.
IDD Program Specialist
EXCEL HEALTHCARE SERVICE
01.2020 - 10.2022
- Managed a caseload of 2-5 patients, organizing and tracking all critical healthcare data to improve care coordination and treatment planning, increasing documentation accuracy by 15%.
- Developed and managed comprehensive, person-centered care plans for individuals with intellectual disabilities, supporting multiple clients through daily living activities, medical appointments, and community integration.
- Participated in quarterly assessment meetings to document client progress, leading to the adjustment of intervention strategies based on evolving needs and ensuring 100% compliance with review deadlines.
- Trained and supervised direct support staff on best practices for the IDD population, covering key compliance and care topics to ensure consistent, high-quality service delivery.
Customer Service
UNITED PARCELS SERVICE
07.2019 - 06.2020
- Utilized data management platforms including Salesforce, and HubSpot CRM, Qualtrics, SurveyMonkey and internal logistics tools to analyze customer feedback and collaborate with the logistics team, identifying key trends to improve service quality during peak periods.
- Managed a high-volume workload, efficiently resolving ~100 customer inquiries per day while gathering actionable data on service trends to drive process improvements.
- Resolved disputes regarding lost, damaged, or delayed packages with meticulous attention to detail, ensuring accurate claims processing and maintaining high customer satisfaction.
Education
Bachelor degree - Business Administration
WESTERN GOVERNORS UNIVERSITY
Salt Lake City, UT03.2026
Data Analytics Certificates - undefined
YEAR UP UNITED
Wilmington, DE12.2025
Associate degree - Business Administration
SUSSEX COUNTY COMMUNITY COLLEGE
Sussex, NJ05.2025
Skills
SQL Python (Pandas, NumPy) Power BI Tableau Excel Google Analytics Data Visualization Statistical Analysis Azure Project Coordination Stakeholder Communication Client Relations Revenue Forecasting Process Improvement Agile/Scrum Project Coordination Business Administration CRM Management Healthcare Logistics
Proficient in SQL, Python, Power BI, Tableau, Excel (PivotTables, VLOOKUPs), Google Analytics, Microsoft Office 365, Google workspace, Google Analytics, CRM Platforms(eg, Salesforce, HubSpot, Zendesk, ServiceNow), Project Management (Trello, Asana, Jira) , ADP, QuickBooks, Six Sigma (white belt), GitHub, Zoom, Slack, and Calendly
Certification
Hackerank Python Certification
Hackerank SQL Certification
Timeline
Account Manager
VERIZON
10.2022 - 02.2025
IDD Program Specialist
EXCEL HEALTHCARE SERVICE
01.2020 - 10.2022
Customer Service
UNITED PARCELS SERVICE
07.2019 - 06.2020
Bachelor degree - Business Administration
WESTERN GOVERNORS UNIVERSITY
Data Analytics Certificates - undefined
YEAR UP UNITED
Associate degree - Business Administration
SUSSEX COUNTY COMMUNITY COLLEGE