Alex U. Email & Phone Number

Chicago, Illinois, United States

* Piloted the first use case of AI at Tovala to preform free text and sentiment analysis on customer service tickets.* Contributed to ETL pipelines to extract data from RestAPIs using Python* Built and maintained infrastructure as code within AWS and Jenkins* Supported teammates by developing, debugging, and extending shared Docker images* Integrated with Zendesk (a CS tool) to automate common customer requests, thereby saving manyhours of manual effort per week* Took the initiative to scope, prioritize, and implement new projects to support cross-functional effortsin retail, customer service, and operations* Led technical onboarding of new teammates into Docker, git, and shared AWS resources* Built and extended data models within dbt

Chicago, Illinois, United States

• Developed frameworks to quickly identify common issues and output quality data to track trends.• Built custom tooling in Zendesk and Retool to improve our CS team's QoL.Absorbed responsibilities for sending Emergency Customer Communications due to knowledge ofHTML, SQL, and database access, previously done by 3 people.• Supported multiple teams over multiple projects using technical acumen, institutional knowledge, andfull admin access across most technical resources• Identified and escalated backend errors to the appropriate team, increasing the speed of bug fixes.• Investigated API logs to answer CS questions and identify the root cause of the issues.

• Managed multiple projects on tight deadlines, ensuring projects and resources were delivered on-time and within budget• Ensured materials reach proper department as needed• Routed internal truck drivers to pick up supplies• Developed an inventory system to manage quantities of supplies with just-in-time notifications• Created project management systems with analytics to organize projects and provide insight by tracking project-specific materials (Excel, Python, Tableau, SQL)• Responsible for Bridgewater's Studio's day-to-day operations and logistics

Chicago, Illinois, United States

• Developed macros to clean recurring data in Excel• Composed SQL queries to easily run recurrent requests• Automated PowerPoint presentations to update with most current data from Excel• Implemented SOC2 Compliance rules and assigned owners to verify compliance• Automated a system to clean data from multiple sources and create visualizations for quarterly reporting, taking a project that normally took at least a week down to a day.

Greater Chicago Area

• Responsible for day-to-day operations • Facilitated monthly compliance reviews for bank audits • Developed systems and best practices for Customer Support• Formed relationships with partners at all levels to better understand their need• Diagnosed and repaired hardware issues with Location Managers• Identified customer issues• Ensured we met Compliance Requirements• Onboarded new hires• Proactively managed multiple client accounts to ensure success• Oversaw a 180% expansion in growth

• Managed MYSQL Databases• Developed insights based on customer data• Modeled customer information • Created custom SQL queries as requested• Created reports in MS Excel • Crafed macros and formulas in MS Excel• Compiled monthly compliance reports for FINRA compliance

Chicago, Il

• Supported Customers via phone, email, and chat • Assisted customers in account setup• Educated customers about bitcoin protocol• Developed rapport with customers• Oversaw a customer win-back campaign which led to a 30% increase in past customers

Elgin, Il

• Assisted customers in all facets of order management• Communicated via phone, email, and in person with customers• Assisted customers in part identification • Updated order information in CRM• Tracked ongoing issues to minimize customer downtime. • Documented ongoing issues to identify possible Engineering issues

University Park Il

• Communicated with purchasing and vendors via email and phone• Assisted in expediting outstanding orders• Updated CSR's with estimated delivery for parts• Created weekly reports in MS Excel• Entered data into JD Edwards EnterpriseOne system• Created and Documented Processes