Summary
Overview
Work History
Education
Skills
Timeline
Generic

Scot Glasgow

Phoenix,AZ

Summary

Results-driven Business Performance Analyst at PayPal with expertise in Power BI and data-driven analysis. Successfully managed complex projects, enhancing reporting efficiency and accuracy. Proven ability to mentor teams and implement strategic improvements, leading to increased customer retention and operational excellence. Strong coaching skills foster leadership effectiveness across diverse teams.

Overview

15
15
years of professional experience

Work History

Business Performance Analyst

PayPal
11.2020 - 05.2025
  • Managed complex projects from inception to completion, ensuring timely delivery within budget constraints.
  • Streamlined reporting processes for increased efficiency and accuracy in financial analysis.
  • Identified, analyzed and implemented improvement opportunities.
  • Created, distributed, and provided analysis for Teammate, Team Leader and Group Leader populations in the Service Experience Business Unit.
  • Developed and Published multiple Power BI Dashboards that were among the most heavily utilized throughout the organization.

Senior Customer Service Supervisor

PayPal
11.2010 - 11.2020
  • Monitored customer feedback to identify areas of improvement in customer experience.
  • Mentored junior supervisors and provided guidance on effective management techniques, fostering professional growth among staff members.
  • Analyzed customer feedback and data to identify trends, implementing changes that led to improved customer retention rates.
  • Managed a team of customer service representatives, ensuring timely resolution of client inquiries and issues.
  • Performed quality assessments and feedback of multi-channel (phone, messaging and email) communications with customers.

Education

Master of Arts - Leadership

Bellevue University
Bellevue, NE
01-2008

Master of Arts - Philosophy

University of Nebraska At Omaha
Omaha, NE
01-2005

Skills

  • Proficient in Microsoft Office
  • Excel data analysis expertise
  • Tailored instructional methods
  • Performance metrics evaluation
  • Expertise in Power BI
  • Data-driven analysis
  • Workflow automation expertise
  • Coaching for leadership effectiveness

Timeline

Business Performance Analyst

PayPal
11.2020 - 05.2025

Senior Customer Service Supervisor

PayPal
11.2010 - 11.2020

Master of Arts - Leadership

Bellevue University

Master of Arts - Philosophy

University of Nebraska At Omaha

Similar Profiles

CREATE PROFILE
Scot Glasgow