John M. Email and Phone Number

FinTech SaaS Go-to-Market Data AnalystHandles various large datasets to determine key actionable insights around data and user activityGenerates data-driven analysis to produce customer and company-level conclusions around areas of improvement, best practices and program effectivenessIdentifies industry-specific customer trends on social media effectiveness and end-user best practicesAnalyzes key improvement metrics on process and product using data collected internally through Customer Success and Support teamsGenerates relevant data to produce data visualization reports for key customer presentationsCollaborates with Customer Success Managers to understand client needs Provides feedback to Hearsay Systems' Product team on customer and company needsCollaborates with internal SMEs on data projects to help drive customers' ROI with HearsayDevelops and implements data analyses, data collection systems, data wrangling, deep data drives and other strategies that optimize statistical efficiency and qualityAcquires data from primary and secondary data sources and maintains databases/data systems

Internal title: Customer Success & Support AnalystWorked as a Business Analyst supporting the Success, Marketing, Sales, and Support teams as part of Revenue Operations under the Vice President of Revenue.Analyzed large data sets to identify effective ways of boosting organizational efficiency, sales, and customer usage.Performed migration and management of customer usage on HubSpot and recreated systems to facilitate proper big data architecture.Wrangled a combination of multiple arrays of structured and unstructured data into a functioning data warehouseIdentified several opportunities for process improvement, singlehandedly deployed automation and solutions, presented and then trained stakeholders with updated systemsExpertly utilized Google Sheets and MS Excel to provide>a working repository for data from various facets of customer usage data>automated analysis of the aggregated data stored in all systematic repositories>a tabulated KPI report containing concise high-level information regarding customer usage and predictions>detailed charts numbering over 100 that serve as a quick reference for the VP of Education and Revenue>a dashboard utilized by company executives to monitor the health of the company>clean and analyzed data presented to the board every month by the company executivesOptimized and maintained a CRM and a database to enforce data-driven company decisions and operationsPerformed migration and management of customer usage data from inconsistent legacy repositories into a centralized CRM and recreated systems to facilitate proper big data architectureCreated highly complex automated workflows for optimizing data management and audited legacy workflows to fully calibrate the entire data architecture and ecosystem

Analyzed business needs and developed automation programs to facilitate in-house growth and organization.Created tens of repositories in Google Sheets after conducting Data Wrangling on Legacy data. Deployed reports and dashboards with interactive tables and charts also in Google Sheets that is used by the company's VP for Revenue. Also furnished complete documentation and guide documents on how to utilize and if needed, modify the spreadsheets. Lastly, using Google Apps Script, created daily reports API for processing all new data coming in (also automated from Amazon via APIs) then creating a report automatically sent via Email to stakeholders.

Supported international employees with troubleshooting, onboarding, maintenance, and offboarding of company equipment as an Admin.

Handled the functions of a Customer Care Specialist and formulated processes for overhauling the returns process saving thousands of dollars.

Conversed with the @calebzysk.fit IG community through comments, reactions, and chat. Also reached out to members to initiate engagement up to lead conversion -- private and public Facebook groups included.Oversaw and boosted engagements, implemented social media platforms' content strategies, and facilitated the continuous growth of the online community.

Supported and coordinated the management of the customer success team, Resolved higher-tiered tickets as a primary function

Assisted customers by answering inquiries, facilitating requests, and resolving complaints; handled minor tasks as a secondary function

Supported onshore bank processes facilitating back-office maintenance and upkeep of accounts and balances.Granted the title Kaizen Champion to officially empower my capacity to conduct Lean Six Sigma practices more focused on process improvements and automation.Deployed multiple products mainly furnished through MS Excel, VBA Excel, and Automation Anywhere that saved the company thousands of man-hours and dollars as well as sparing the team from arduous manual labor and human-related risks.

Responded to customer inquiries, provided solutions and alternatives in a timely fashion; followed up to ensure resolution.Before transitioning to Apple, I also had a few opportunities working under the accounts of Time Warner Cable/Spectrum as their Tier 2 Technical Support. This was under Convergys (before being acquired by Concentrix).