Summary
Overview
Work History
Education
Skills
Timeline
Generic

Svetlana Markina

Macon,GA

Summary

Complex problem-solver with analytical and driven mindset. Dedicated to achieving demanding development objectives according to tight schedules while producing impeccable results. Respectful self-motivator gifted at finding reliable solutions for the everchanging technological needs of consumers. Fluent in SAS and SQL and accustomed to working with cross-cultural, global teams. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

11
11
years of professional experience

Work History

CS SAS Programmer II

GEICO
08.2019 - Current
  • Streamlined data analysis processes by developing and implementing efficient SAS programs, resulting in increased productivity.
  • Optimized data quality and accuracy by validating, cleaning, and managing large data sets through meticulous programming techniques.
  • Enhanced project efficiency with the development of reusable SAS macros and automated reporting tools for various departments.
  • Collaborated closely with cross-functional teams to gather requirements, analyze data, and present findings in a clear and concise manner.
  • Contributed significantly to process improvements by reviewing current procedures and recommending more effective strategies for data management.
  • Reduced processing time by optimizing complex SQL queries used in various SAS programs for faster results retrieval.
  • Facilitated seamless migration from legacy systems to modern platforms by translating old code into updated formats compatible with new technologies.
  • Maintained up-to-date knowledge of industry standards and emerging trends, incorporating innovations into SAS programming techniques for continuous improvement.

Reports and Controls Analyst

GEICO
03.2019 - 08.2019
  • Optimized control processes by implementing strategic improvements in data analysis and reporting.
  • Enhanced process efficiency for financial controls through rigorous evaluation and optimization efforts.
  • Identified areas of improvement within internal controls, leading to increased accuracy and reliability in financial statements.
  • Streamlined risk assessment procedures, resulting in a more efficient and effective control environment.
  • Designed custom reports for management review, providing valuable insights into the effectiveness of existing controls.
  • Implemented robust monitoring solutions to track the performance of key controls and identify potential issues proactively.
  • Supported external audit engagements by providing timely and accurate information regarding internal controls and related documentation.
  • Led regular reviews of existing control structures, identifying opportunities for further refinement or enhancement.
  • Coached junior analysts on best practices for control evaluation and testing, fostering a culture of continuous improvement within the team.

Customer Service Supervisor

GEICO
07.2017 - 03.2019
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Monitored call center data to assess trends, proactively implementing solutions for identified issues.
  • Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
  • Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
  • Leveraged analytical skills to review customer feedback data, identifying areas requiring attention or process improvements.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.

Customer Service Coach

GEICO
01.2017 - 07.2017
  • Enhanced customer satisfaction by implementing effective coaching strategies for customer service representatives.
  • Reduced customer complaints through the development and execution of targeted training sessions.
  • Increased efficiency in resolving customer issues by providing personalized coaching to team members.
  • Improved employee retention rates with consistent, constructive feedback and support.
  • Developed strong relationships with team members, fostering a positive work environment and encouraging collaboration.
  • Evaluated individual performance metrics, identifying areas for growth and providing tailored solutions.

Special Projects Member

GEICO
06.2016 - 01.2017
  • Collaborated with cross-functional teams to deliver high-quality special projects on time and within budget constraints.
  • Led brainstorming sessions with team members to generate unique ideas for compelling special project content.
  • Established strong working relationships with industry partners that led to ongoing collaboration opportunities for future special projects.
  • Monitored performance metrics for completed projects, utilizing data-driven insights to guide future creative decisions.
  • Continually expanded knowledge of industry trends and emerging technologies by attending conferences and workshops relevant to the field of media production.

Customer Service Representative

GEICO
04.2013 - 06.2016
  • Enhanced customer satisfaction by resolving complex issues promptly and professionally.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Developed strong relationships with clients, resulting in increased customer loyalty and repeat business.
  • Achieved high-quality service by adhering to company policies and procedures during each interaction.
  • Assisted team members in improving their performance through constructive feedback and sharing best practices.
  • Consistently met or exceeded performance goals, contributing to the overall success of the call center.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
  • Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
  • Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.

Education

Associate of Applied Science - Business Management

Central Georgia Technical College
Macon, GA
05.2017

Skills

  • Database Management
  • Report Generation
  • Attention to Detail
  • Optimization Techniques
  • Adaptability
  • Problem Solving
  • Data Manipulation
  • Data Visualization
  • Critical Thinking
  • Project Management
  • Teamwork and Collaboration
  • Data Storage and Retrieval
  • Process Monitoring and Improvement
  • Goal-Oriented
  • Training and Mentoring
  • Active Listening
  • Leadership Abilities
  • Emotional Intelligence
  • Customer Service
  • Team Building
  • Effective Communication
  • Root Cause Analysis
  • Team Collaboration and Leadership
  • Data Processing
  • Data Research and Validation

Timeline

CS SAS Programmer II

GEICO
08.2019 - Current

Reports and Controls Analyst

GEICO
03.2019 - 08.2019

Customer Service Supervisor

GEICO
07.2017 - 03.2019

Customer Service Coach

GEICO
01.2017 - 07.2017

Special Projects Member

GEICO
06.2016 - 01.2017

Customer Service Representative

GEICO
04.2013 - 06.2016

Associate of Applied Science - Business Management

Central Georgia Technical College

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Svetlana Markina