Data Analyst Analytics

PROFILE

A highly motivated and enthusiastic professional with seven years of experience with proven analytical and critical thinking skills. Extensive knowledge and experience in client/stakeholder engagement and able to provide technical assistance to diverse employers in the private sector, public/civic sector, and federal government. Highly adaptable and eager to help any organization achieve their strategic mission.

WORK EXPERIENCE

Department of Treasury – Internal Revenue Service Baltimore, MD

Customer Service Representative October 2020-Present

Provide over-the-phone technical assistance to individuals and businesses regarding their federal income taxes.

Prepare a written report after each taxpayer inquiry to maintain documentation and inform taxpayer or representative of any changes to tax liability and direct them to the appropriate department to assess query.

Assist taxpayers who are facing hardships or experiencing delays to determine whether they are eligible for assistance under the Taxpayer Advocate Services.

Responsible for triaging cases of financial fraud and identity theft to appropriate department in addition to resolving fraud related issues in compliance with local, state, and federal laws and regulations.

Determine the most effective avenue for resolution based on caller need.

Consider alternative means of resolving tax debt issues if taxpayer is unable to complete payment.

Work independently to make final determinations using sound judgment to resolve taxpayer disputes.

Develop, analyze, and evaluate information involving the research of computerized records by accessing multiple online/database systems- IDRS, CII, IAT, AMS, MICROSOFT OFFICE

Maintain sensitive and confidential information in compliance with federal regulations.

Department of Homeland Security - FEMA Hyattsville, MD

Customer Service Representative September-October 2020

Provided survivors with information regarding the status of their application.

Triaged large volume of inbound calls and directed caller to appropriate department.

Verified applicants’ information identifying disaster-prone sites and determined eligibility based on emergency relief plan.

Referred survivors to lodging assistance and provided other supporting websites or phone numbers for local resources.

Utilized research skills to search online and print resources to respond to complex inquiries in compliance with agency regulations.

SuperPawn Laurel, MD

Pawn Broker September 2019-September 2020

Evaluated and appraised items brought in by customers for pawn or sale.

Conducted transactions, including with sales, pawns, and purchases from sales floor.

Negotiated loan terms and interest rates with customers in accordance with established policies, procedures, practices, and regulatory requirements.

Provided excellent customer service and addressed any inquiries or concerns.

Kept the store stocked, organized, and presentable at all times.

Answered incoming calls per company standards.

Maintained knowledge of current market trends and prices for various merchandise.

Managed inventory, including displaying items and online listings.

District Court of Maryland Baltimore, MD

District Court Commissioner February 2018-September 2019

Presided over initial appearances in criminal and criminal traffic cases; reviewed applications for charging documents from all law enforcement agencies and private citizens, determined whether probable cause existed, prepared charging documents, and determined whether a person should be released on their own recognizance, given bond, or held in jail without bond.

Conducted initial appearance hearings for those detained on warrants, bench warrants, or on view arrests for the purpose of determining bail, incarceration, or release; identified defendants in National Crime Information Center to obtain criminal histories; released such defendants on personal recognizance or incarcerated them in default of bond.

Determined the amount of bail to be set for each chargeable offense and accepted bail, property, cash, or corporate; issued commitments to detention center if arrestee was deemed ineligible for bail or was unable to comply with bail established.

Advised arrested persons of their constitutional rights and the procedures required.

Answered inquiries from the public and directed them to the proper judicial or law enforcement agency.

Provided information to callers regarding operations, policies, and procedures governing the Judiciary’s operations.

Issued emergency peace and protective orders in accordance with agency regulations.

Opened, reviewed, and distributed incoming correspondence.

EDUCATION

Expected 5/6/2025 Master of Science

University of Maryland Global Campus

Concentration: Data Analytics

Adelphi, MD

2016: Bachelor of Arts

University of Baltimore

Major: History

Baltimore, MD

2012: High School Diploma

DeMatha Catholic High School

Hyattsville, MD

SKILLS

Customer Service

Critical thinking/problem solving

Written and verbal communication

Multi-tasking

Inquiry Response

Supervision

Teamwork skills

Microsoft Office

Federal regulation compliance

Time management

Data analytic software– RStudio, Cognos, Python, SQL, Tableau, Data Robot, Enterprise Miner. Wireshark, studio visual code, Powershell.

Databases – IDRS, CII, IAT, AMS

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