Thomas Bawden Email & Phone Number

• Collaborate and build trusting relationships with business stakeholders atvarious position levels to understand their needs• Provide data insights and dashboards/reports that can be clearlyunderstood and translated into actionable recommendations and strategies• Built processes that automatically format and ingest data from varioussources to make reporting easy for business partners• Produce regular and ad hoc reports to communicate analysis results torelevant stakeholders, including management and executives• Monitor and evaluate the performance of various business processes andinitiatives, identifying areas for improvement• Gather and compile data from various sources, such as databases, APIs,spreadsheets, and other data repositories• Cleanse and preprocess data to ensure it is accurate, complete, and readyfor analysis. This may involve handling missing values, outlier detection, anddata normalization• Use statistical and analytical techniques to examine data patterns, trends,and relationships. Identify key performance indicators (KPIs) and metricsrelevant to the business objectives• Create clear and informative data visualizations, such as charts, graphs,and dashboards, to present findings and insights to stakeholders effectively• Use historical data to forecast future trends and outcomes, supportingbusiness planning and strategy development• Ensure data quality, integrity, and security are maintained throughout theanalysis pipeline

Phoenix, Arizona Area

* Helped to support a data pipeline using primarily Python (with Spacy and Gensim performing some heavy lifting) that ingests, parses, and cleans text data from multiple internal and external sources making it easy for analysts across Schwab to leverage text data in unison with more traditional data sources to drive even greater business value* Developed topic modeling and text summarization models to help business leaders quickly understand what is occurring in their business for a given point in time* Identify strategic insights by synthesizing data—both quantitative and qualitative—from various sources to improve the customer experience and operational efficiencies for various leadership levels so decision makers have the most comprehensive and meaningful information* Build dashboards within Tableau so Voice of Client trends can be seen over time and within various client/representative groups* As the original member of the Interaction Analytics team, developed and refined processes to ensure accuracy and value in analysis used by what eventually became a 12-member team * Collaborate with team members through analysis projects—from identifying business partners’ needs to the communication of the completed analysis* Employed Six Sigma concepts to build control charts reporting to quantitatively identify outlying trends in major products/services that led to various refinements in products and service delivery* Develop relationships and host a large (100+ attendees), bi-monthly conference call to share best practices and communicate impactful, business insights * Host a bi-weekly team Book Club to help group to continue to learn and grow in the data analytics field* Direct results include $54,000 savings by identifying opportunities in redesigning forms; $450,000 savings from insights related to client cash movement; and a portion $2 million in savings as part of a larger project in the delivery client tax reporting

Phoenix, Arizona Area

* Built relationships with front-line representatives and collaborated in tandem with their managers to ensure the best tailored and most efficient service was delivered to each client* Built QA reporting so all levels of enterprise management could quickly understand the service quality being delivered and change if needed* Facilitated monthly call quality calibration with front-line managers and leadership to collaborate and communicate the quality level expectations so customers received the highest level of service* Partnered with Schwab’s banking leadership and mortgage vendor management by both building and delivering reporting on the mortgage vendor’s service quality, and coaching their representatives and team managers which helped inform a decision to eventually change mortgage vendors* Proactively initiated and ran the QA Book Club to build the skills of the entire nation-wide QA team* Awarded an Individual Contributor award on multiple occasions for the leadership provided to the QA management group in helping analysts grow their skills * Provided necessary reporting to front-line managers which allowed them to quickly assess their representatives’ performance and progress

Phoenix, Arizona Area

* Resolved a broad spectrum of customer service issues ranging from placing trades in the market to resolving client electronic access issues* Circle of Excellence awardee on multiple occasions based on ability to quickly build relationships with clients to ensure they were taking advantage of the most appropriate products for them

Master Of Science (Ms), Business Analytics

Economics