Garrett F. Gaddy
Customer Experience Analyst, Consumer services
Madison, WI · (713) 555 0143 · name@example.com · linkedin.com/in/garrettfgaddy
Key Qualifications
EXPERIENCE
Five years in analytics, three supporting contact center operations
INDUSTRIES
Consumer services, subscription retail
SPECIALTIES
Survey design, driver analysis, contact driver taxonomy, dashboard reporting
SYSTEMS
Qualtrics, Salesforce Service Cloud, Snowflake, Tableau, Structured Query Language
CREDENTIALS
Certified Customer Experience Professional
EDUCATION
Bachelor of science in statistics, University of Wisconsin Madison
Executive Summary
Customer experience analyst owning the survey program and contact driver analysis for a 300 seat service operation. Five years in analytics, three of them inside contact centers. Turns net promoter score verbatim comments into a short list of things the operation can actually change.
Signature Achievements
- Redesigned the post contact survey and lifted response rate from 6 percent to 17 percent while shortening it to four questions.
- Identified three contact drivers behind 38 percent of all repeat calls and handed operations a fix for each one.
- Built the customer effort score dashboard now used in every weekly operations review.
- Ran the driver analysis that showed handle time had no relationship to satisfaction, which changed how the center coached agents.
- Automated a monthly reporting pack that had taken two people three days, freeing about 500 hours a year.
Professional Experience
Customer Experience Analyst
Badger Home Delivery, Madison, WI 2023 to present
Sole experience analyst supporting a 300 seat service operation handling 2.4 million contacts a year.
- Owns the net promoter score, customer satisfaction and customer effort score measurement program end to end.
- Codes and analyzes survey verbatim comments and publishes a weekly theme report to team managers.
- Maintains the contact driver taxonomy and reconciles it against agent disposition codes each month.
- Builds and maintains the experience dashboards in Tableau used by operations and product.
Service Operations Analyst
Four Lakes Insurance Group, Madison, WI 2021 to 2023
Analyst on a service reporting team supporting 120 agents.
- Produced daily and monthly performance reporting on service level, handle time and resolution.
- Wrote the queries behind the quality sampling plan so every agent was scored on a representative mix.
- Supported the workforce planner with volume history and seasonal pattern analysis.
Licensure and Certification
Certified Customer Experience Professional, Customer Experience Professionals Association, 2024
Education
Bachelor of science in statistics, University of Wisconsin Madison, 2021
Core Skills
Survey program design · Driver analysis · Verbatim coding · Tableau dashboards · Structured Query Language · Contact driver taxonomy · Qualtrics administration · Operational reporting · Statistical testing