Queency Basila
Oshawa,ON
Summary
Dynamic Senior CX Analyst at Flipp with expertise in market analysis and cross-functional collaboration. Proven track record in enhancing operational efficiency and driving data-backed insights. Skilled in CRM systems and project management, I excel at synthesizing customer insights to inform strategic decisions and improve user experiences.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Senior CX Analyst (Bilingual)
Flipp
09.2023 - Current
- Identified opportunities for process improvements across the organization.
- Collaborated with cross-functional teams on projects related to analytics initiatives.
- Implemented strategies for automating organizational processes.
- Identified needs of customers promptly and efficiently.
- Set specific goals for projects to measure progress and evaluate end results.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
Data & Insights Associate (Bilingual)
Public Outreach Group
12.2021 - 12.2023
- Collaborate with cross-functional teams to evaluate user feedback trends, identify friction points, and recommend improvements that support platform growth.
- Create and deliver detailed monthly and quarterly reports using Excel and Google Sheets to support leadership decision-making and CX improvements.
- Maintain and organize CRM-based data systems (Zendesk), supporting development of data-backed insights for internal stakeholders.
- Coordinate with Product, Quality, and Ops teams to analyze operational gaps and improve workflows.
- Participate in stakeholder meetings, supporting project timelines and aligning deliverables with business goals.
Digital Community Insights Analyst (Bilingual)
Public Outreach Group
12.2021 - 12.2023
- Monitored user feedback across digital platforms, identifying emerging trends and market sentiments to inform digital campaign strategy.
- Created and maintained reports summarizing key themes for management, supporting data-driven decisions.
- Organized and maintained electronic filing systems to support efficient access to business intelligence and communication assets.
Education
Bachelors Degree - Global and International Studies
Carleton University
Ottawa, Canada05.2022
Skills
- Market & trend analysis
- CRM systems (Zendesk, Sprout Social)
- Report generation (Excel, Google Sheets)
- Presentation design (PowerPoint)
- Cross-functional collaboration
- Customer insight synthesis
- Workflow & process improvement
- Project coordination
- Multilingual communication
- KPI analysis
- Project management
- Digital marketing
Certification
Digital Marketing Analytics, 12/01/24, Coursera
Languages
- English, Fluent
- French, Fluent
- Spanish, Fluent
Languages
English
First Language
French
Proficient (C2)
C2
Spanish
Upper Intermediate (B2)
B2
Timeline
Senior CX Analyst (Bilingual)
Flipp
09.2023 - Current
Data & Insights Associate (Bilingual)
Public Outreach Group
12.2021 - 12.2023
Digital Community Insights Analyst (Bilingual)
Public Outreach Group
12.2021 - 12.2023
Bachelors Degree - Global and International Studies
Carleton University
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