Crm Analyst

Hard Skills

- Customer Data Analytics & Segmentation

- CRM Platforms: Salesforce CRM, HubSpot, Microsoft Dynamics 365

- SQL & Python for Data Extraction & Analysis

- Marketing Automation & Campaign Management

- A/B Testing & Performance Metrics

- Data Visualization: Tableau, Power BI

- Data Governance & Compliance (GDPR, CCPA)

Soft Skills

- Analytical Thinking

- Strategic Problem Solving

- Cross-functional Collaboration

- Communication & Stakeholder Engagement

- Project Management (Agile & Scrum methodologies)

- Adaptability in Fast-paced Environments

*Senior CRM Analyst | TechNova Solutions | New York, NY*

June 2022 – Present

- Led the development of personalized customer journeys resulting in a 15% increase in annual retention rates.

- Managed the migration of legacy CRM data to Salesforce Lightning, ensuring data integrity and minimal downtime.

- Designed and executed multichannel marketing campaigns that improved email open rates by 22%.

- Conducted customer segmentation and predictive analytics to identify high-value prospects, boosting conversions by 18%.

- Collaborated with product and sales teams to optimize CRM workflows, reducing manual tasks by 30%.

*CRM Analyst | BrightWave Marketing | Jersey City, NJ*

August 2018 – May 2022

- Analyzed customer engagement metrics to refine email strategies, increasing click-through rates by 20%.

- Implemented automation workflows in HubSpot, streamlining onboarding and renewal campaigns.

- Developed dashboards in Power BI that provided real-time insights for marketing campaigns and sales forecasting.

- Conducted A/B testing to optimize messaging and subject lines, resulting in a 12% uplift in engagement.

- Ensured compliance with GDPR and CCPA standards, maintaining data privacy and building customer trust.

**Bachelor of Science in Marketing analytics**

New York University, New York, NY

*Graduated: 2018*

- Salesforce Certified Marketing Cloud Email Specialist, 2023

- HubSpot Inbound Marketing Certification, 2022

- Google Data Studio & Tableau Desktop Certified, 2021

Customer Lifecycle Optimization Initiative

Led a cross-team project to map the entire customer journey, applying behavioral analytics and machine learning models. This project resulted in a tailored engagement plan that increased lifecycle value by 25% over 12 months.

Chatbot Integration for CRM Data Capture

Collaborated with IT to deploy an AI-powered chatbot integrated with the CRM system, capturing customer interactions in real-time. This enhanced data collection improved segment accuracy and personalized messaging.

- English (Native)

- Spanish (Fluent)