Kyle McDowell

 

 

Trend Analysis and Forecasting Technical Troubleshooting Interactive Visualizations Quality Assurance Quantitative & Qualitative Analysis Subject Matter Expert Cross-Team Collaboration Agile Methodologies

Analytical, highly adaptable professional with extensive experience enhancing data systems and reporting capabilities across enterprise. Skilled in aligning business intelligence needs with long-term resolutions to complex challenges. Track record of success developing, deploying and evaluating systems aimed at improving quality and efficiency.   Increasingly responsible positions and advanced expertise in assessing product performance and presenting data insights in easily discernable and visually appealing formats. Skilled troubleshooter continually focused on identifying, isolating and resolving technical issues.   Strong knowledge and comfort within multiplex database environments, along with all peripheral processes.   Accomplished communicator skilled in building and strengthening relationships across functions to drive cohesive, strategic operations.

 

Career Progression

 

VERIZON WIRELESS · Dublin/Hilliard, OH        2011-2015

Supervisor, Rating Assurance (2014 – 2015)

Principal strategist and visionary for statistical studies, trend analysis, forecasting and reconciliation. Direct concurrent projects, including data system development, in line with aggressive timelines, quality standards and customer continuity. Optimized auditing process for 32 billion billing records, while overseeing data collection processes and database maintenance. Design and generate reports abstracted from multiple data sources. Collaborate with other business units to facilitate enterprise-wide system and software releases.

·         Innovation: Slashed 60% of false positive auditing alarms with the infusion of predictive analytics.

·        Operations Management: Recovered $2,100,000 in revenue and cost avoidance.

·        Process Improvements: Designed user-friendly, interactive dashboards enhancing data visualization of revenue assurance KPIs, enabling executive management to rapidly gain understanding of market trends and take action.

 

Sr. Analyst, Rating Assurance (2013 – 2014)

Developed and executed large scale projects, including comprehensive user acceptance testing. Established standards, protocols and policies for other business units. Aggregated data and conducted detailed analysis, creating comprehensive reporting to advise management on product performance, aiding in decision making.

·         Compliance: Created audit control points ensure compliance with SOX and other regulatory requirements.

·         Product Development: Enacted reporting requirements an audit point design for Verizon’s Voice over LTE product launch.

 

IRT Coordinator, Customer Service (2012 – 2013)

Led the department in the consistent delivery of elite customer service and technical support to customers through email and online chat.

·         Team Building: Hand-picked to serve as mentor to new hires, assisting in training and coaching initiatives.

 

 

 

 

Career Progression (Cont.)

 

Customer Service Representative (2011 – 2012)

·         Advised customers relative to billing payments and questions and assisted in navigating technical issues in a fast-paced, high call volume environment.

 

VIDEO GAME and MUSIC EXCHANGE (VGMX) · Columbus, OH                                               2007-2011

Director of eCommerce

Conceptualized, planned and managed all aspects of company’s eCommerce channel launch. Oversaw development of website navigation, content, checkout funnel and promotional campaigns to drive online sales.

·        Market Expansion: Integrated Amazon.com storefront, managing overall user experience.

·         Efficiency & Quality Improvements: Reimagined and implemented a multi-postal carrier solution, dramatically reducing shipping costs.

 

Technology Proficiencies

 

Protocols:	SQL, Oracle 11g, Teradata, Java, Visual Basic.
Software:	PL/SQL, Teradata SQL Assistant, Tableau, Minitab, Microsoft Office Suite; Excel, PowerPoint, Visio, Access, Microsoft SharePoint Designer, Microsoft Visual Studio, Clarity, PeopleSoft.

 

Education and Certifications

 

OHIO STATE UNIVERSITY, Columbus, OH

Bachelor of Science, Mathematics, concentration in Computer Sciences

 

Teradata Basics, Cerulium | Teradata Physical Implementation, Cerulium

 Building Business Acumen, Acumen Learning

 

Awards and Accolades

 

Excellence in Visual Presentation, Revenue Assurance Dept., Verizon

Leading Performance in Designing, Testing & Implementing VBA Macros/Automating Threshold Analysis, Verizon

“Rock Star” Award Finalist, Verizon

Leading Performance in Customer Satisfaction (Top 10% of Company), Verizon