TAJAH SMITH
Gaithersburg,MD
Summary
Qualified Business Intelligence Analyst versed in data mapping and user acceptance testing to solve complex problems in high-pressure environments. Activates strong analytical skills to investigate trends in large amounts of data and formulate conclusions based on findings. Excels at cultivating, managing and leveraging client relationships to foster extended engagements and business opportunities.
Overview
4
4
years of professional experience
Work History
Senior Data Analyst
Enterprise Holdings Inc., Rent-A-Car
Lanham, Maryland
09.2022 - Current
- Resolved escalated customer issues quickly and efficiently while adhering to company policy
- Combined customer & business understanding with analytical expertise to make sound recommendations.
- Tracked benefits of action by the LX team using multiple stitched data sources.
- Created and maintained advanced SQL inquiries that powers dashboards.
- Demonstrated excellent communication skills when discussing insurance policies with customers to ensure they were fully informed of their coverage options
- Developed programs, methodologies, and files for analyzing and presenting data
- Built and maintained relationships with clients to support satisfaction
- Consulted with business manager & team of any errors that may have occurred during the automation of sending reports, while then following the procedures to fix any known error.
- Created base queries and documentation to assist business teams with connecting to new all new data sources.
- Responsible for advocating customers within the company by leveraging data to understand customers and their experience
Service Desk Agent
FedEx Office
Silver Spring, Maryland
03.2021 - 02.2024
- Documented and updated tickets based on interactions with users by asking leading questions, while using non technical language.
- Lead assigned teams in a manner that assured quality customer interaction while building and maintaining customer relations.
- Triage calls,emails, and chat messages from all customer inquires
- Maintained an average of 97% CSAT (Customer satisfaction) goal each quarter for the department
- Responded in real time to support issue, resolved basic issues and escalated as needed to higher support tiers for resolution.
- Utilized computer software for word processing, spreadsheet creation, and presentation design
- Helped design the new CX data platform.
- Actively resolved and escalated incidents/service request by ensuring they are handled within the designated time frame, within agreed processes, and in a professional manner.
- Ensured that all calls, issues and tasks are tracked in the CRM systems and driven to resolution.
Customer Service Representative (Remote)
Floyd’s
Elliot City, Maryland
03.2020 - 02.2022
- Communicated with customers through various channels including phone, email , and chat.
- Maintaining an average 97% CSAT goal each quarter for the department.
- Provided appropriate solutions or alternatives within the limits; followed up to ensure resolution.
- Responses promptly to all customer inquiries including billing ,technical , and product related questions.
- Maintained a positive , empathetic, and professional attitude towards customers and team members at all times.
- Guided customers through troubleshooting, navigating the company website or using products or service using digital tools.
- Assisted customers with product selection, order placement, and post order confirmations.
- Research, troubleshoot, & recommend solutions to a broad range of customer support request.
Education
Strayer University
12-2023
Skills
- Customer Service and Assistance
- Inputting Claims
- Effective Written and Verbal Communication
- Data Evaluation
- Customer Relationship Management
- Customer Relations
- Quotes and Sales
- Billing Procedures
- Operating Microsoft Office Programs
- Advanced Multi-tasking skills
- Attention to detail
- Problem Solving
- Advanced Organizational skills
- Office Administration
- Internet Banking
- Proficient with using Microsoft office, Google drive, and outlook
- Risk Assessment
- Procedure Development
- Data Synthesizing
- Knowledge in using Zendesk
- Call documentation
- Understanding customer needs
Timeline
Senior Data Analyst
Enterprise Holdings Inc., Rent-A-Car
09.2022 - Current
Service Desk Agent
FedEx Office
03.2021 - 02.2024
Customer Service Representative (Remote)
Floyd’s
03.2020 - 02.2022
Strayer University
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