W. Richard Rowland

Senior Data Analyst

PJM Interconnection L.L.C.

Norristown, PA

02.1997 - 01.2020

Optimized database design and queries for improved performance of analytics operations.
Investigated root causes of anomalies in datasets using exploratory data analysis.
Developed complex SQL queries to analyze large datasets for trends and insights.
Performed statistical analysis on customer data to identify patterns and correlations.
Maintained accuracy of datasets by performing regular quality assurance checks.
Identified needs of customers promptly and efficiently.
Displayed strong telephone etiquette, effectively handling difficult calls.
Maintained updated knowledge through continuing education and advanced training.
Prioritized and organized tasks to efficiently accomplish service goals.
Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Recognized by management for providing exceptional customer service.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Provided excellent service and attention to customers when face-to-face or through phone conversations.
Answered numerous calls per shift to assist with customer questions and concerns.
Assisted with customer requests and answered questions to improve satisfaction.
Understood and followed oral and written directions.
Exceeded customer satisfaction by finding creative solutions to problems.
Completed day-to-day duties accurately and efficiently.
Worked with relational database query authoring (SQL) and other ranging database types.