Khalil Hickson · Resume
Resume & Professional Experience
Data-driven operations and customer success professional focused on analytics, workflow optimization, and business impact.
Support Cases Analyzed
First Contact Resolution
Escalation Reduction
Customer Satisfaction
Professional Summary
Operations and Data Analytics professional with experience optimizing technical support operations, customer experience, and business workflows through data-driven decision-making. Proven track record analyzing 10,000+ support cases, improving operational efficiency by 25%+, and building KPI reporting systems that support executive visibility and cross-functional collaboration.
Resume preview · 1 page · ATS-friendly
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Key experience
Teleperformance
Trane Technologies
Toys “R” Us
Skills
Built projects
SQL · Tableau · KPI surfacing
Tracked 92% SLA compliance and 24-hour average resolution across 10,000+ tickets; surfaced 18% backlog spikes during peak periods and drove a 25% reduction in escalations.
SQL · Excel · Revenue analytics
Analyzed 50,000+ transactions totaling $1.2M+ in revenue; identified the top 20% of customers driving 68% of revenue and modeled retention plays projecting 15% growth.
Excel · Forecasting · Capacity planning
Built forecasting models with 92% accuracy using 24 months of data; flagged seasonal demand spikes up to 27% above baseline and projected a 12% workload increase.
AI · Operations · Safety-aware automation
Designed and shipped an AI career operations platform combining verified job ingestion, resume optimization, recruiter CRM workflows, and outcome learning.
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PDF is best for viewing. Word format is available for ATS uploads and recruiter requests.
