David A. Email & Phone Number

I am a Systems and Data Business Analyst with expertise in optimizing data workflows, system integrations, and logistics operations. My experience in end-to-end logistics allows me to leverage advanced analytics to streamline processes, ensure data integrity, and drive business decisions. I collaborate with cross-functional teams to implement solutions that improve efficiency and service quality.Experience SummarySystems and Data Business Analyst | Freight Services Inc.System Migration & Process Improvement: Led transitions such as migrating managed IT services from Integrilogic to Stellar Technologies, ensuring seamless integration and optimized performance.Data Integration & Connector Development: Created connectors to consolidate data from multiple systems, including ERP-integrated fleet data, centralizing access and improving reporting accuracy.TMS Enhancements: Managed logistics workflows with Transsoft, optimizing routing and improving real-time tracking for cost-efficiency in global shipping.Data Analysis & BI: Applied Python and data tools (Pandas, SQLAlchemy, Matplotlib) for actionable insights in logistics and operations, supporting data-driven decision-making.Single Sign-On (SSO) Integration: Implemented SSO with Office 365 for internal applications, enhancing user experience and reducing administrative load.Automation & Process Optimization: Automated routine processes with VBA and Python, improving data consistency and generating daily operational reports, KPI tracking, and logistics cost calculations.

Tucson, Arizona, United States

Transportation coordinator for the Specialized Logistic Division

▪ Manage creation, fabrication and installation of more than 3000 square feet of countertops monthly.▪ Account for and audit invoices totaling approximately $230,000 monthly.▪ Run, report, and audit payroll biweekly for 15-25 W-2 employees and 1099 contractors.▪ Develop and establish modern business practices, including search engine optimization and website development, online inventory process, and more efficient and progressive office practices to enhance organizational efficiency.▪ Develop strategic campaigns to increase brand recognition and revenue streams.

Seattle, Wa

▪ Promoted to design and test customer service system for automated grocery store.▪ Increased customer service ratings 68% by creating standard operating procedures and training for new customer service system.▪ Created, documented, and executed hardware and software test scenarios to ensure business requirements were met.▪ Collaborated with developers to refine back-end and front-end code that drove the store.▪ Worked with a team of program operation specialists to solve customer service problems that hadn't been attempted at scale anywhere before.▪ Drove metrics creation and reporting to aid in decision-making activities.▪ Supported onboarding by interviewing candidates using behavioral and situational interview techniques.▪ Coordinated with developers, program managers, and business leads to integrate a customer service model into the product being developed.

Kennewick, Washington / Virtual With Direct Reports In 9 States

▪ Promoted to provide leadership and development for leads and customer service associates (CSA) while managing a team of 18-30 employees.▪ Worked with Human Resources to ensure accurate metric, attendance and policy violation documentation.▪ Coordinated customer service workload blending per network contact volume for efficient operations.▪ Enhanced business processes affecting associates and escalated any systemic issues.

Kennewick, Washington / Virtual Classrooms With Learners In 9 States

▪ Promoted to launch virtual customer service training program, develop and improve processes, and play a key role in the selection of a new learning management system to improve the trainee experience.▪ Managed groups of 40-90 people, including new hires and temporary associates, to ensure staffing needs were met.▪ Interviewed up to 30 candidates a week to support peak season hiring to meet increased demand.▪ Calibrated site leadership on quality and security audits with strict attention to detail.▪ Created trainings, refreshers, ad-hoc, and new material, including a new Amazon Instant Video curriculum and Kindle Tier 1 support courses to increase staff skill levels.▪ Planned classes and presented lesson plans for effective ad-hoc and multi-week trainings.

Clark, Philippines

▪ Oversaw an Amazon Video on demand Tier 1&2 site, with 40 associates, leads, CSM's, and trainer.▪ Maximized profitability through superior customer service, effective and prompt communication and follow-up on all pending matters with the customer.▪ Handled escalated customer concerns and devised creative solutions to ensure customer loyalty.▪ Coached and developed customer service representatives to meet and maintain company goals.

Quezon City, Phillippines

▪ Managed a Kindle Tier 1 site, with 40 associates, leads, customer service managers (CSM), and trainer.▪ Reduced operating expenses xx% by opening new contracts with outsourcer sites.▪ Provided initial training and setup for operation in Tier 2 technical support for all managers and associates. ▪ Trained training staff on continued training and development of associates to enhance staff skill levels.▪ Trained managers and leads in customer service process and Amazon systems to aid in retention.▪ Directed Kindle Tier 1 site, managing 115 associates, leads, CSM's, and trainer.▪ Provided MP3 support while overseeing 30 associates, leads, and trainer.▪ Delivered Amazon.com support with 55 associates, leads, managers, and trainers.

Kennewick, Washington / Virtual With Direct Reports In 9 States

▪ Promoted to develop associates to increase ability to handle customer contacts.▪ Identified customer contact trends, and enhanced customer experience through effective training and process improvement.▪ Directed multiple new hire and cross training classes through two Q4 seasons.▪ Provided exceptional customer service in all parts of the digital space as a phone and email associate utilizing international travel training team experience.▪ Assisted trainers by printing and distributing material for class to enhance training efficiency.▪ Directed students while the trainer was occupied to aid in student retention.▪ Coordinated with other training assistants to arrange meetings, book rooms and schedule guest speakers.

Kennewick, Washington

▪ Provided exceptional customer service in all parts of the digital space as a phone and email associate utilizing international travel training team experience.