Olena

Summary
Enthusiastic data analyst with a strong analytical mindset and a passion for
discovering insights from data. Experience working with structured data sets, building
dashboards, and optimizing reporting processes. Experience with SQL, Google Sheets,
and Tableau to extract, cleanse, and visualize data for better business insights.
Passionate about working with teams to turn data into strategies that drive business
growth.

Project Experience
The Look eCommerce Analysis

Olena Zubeniuk As a junior data analyst, I conducted a complex e-commerce project using SQL and
Google BigQuery to study customer behavior in various aspects. The analysis focused
Junior Data Analyst on product return patterns, customer segmentation, and purchase trends. I investigated
return rates by gender, age group, and product category to identify high-risk segments
Contact and optimize inventory strategy. I also identified valuable customers based on purchase
volume and spending behavior, using cohort and ranking methods to support targeted
[открыть контакты](см. выше в блоке «контактная информация») loyalty campaigns. The visualizations and return rate metrics provided actionable
insights to improve customer retention, minimize return-related losses, and enhance
Remote.Ukraine
marketing personalization.
Telegram
SaaS Onboarding Funnel Analysis
Linkedin
In this project, I leveraged Tableau to uncover key insights in the SaaS onboarding
journey. By visualizing each user stage and identifying major conversion drop-offs, I
Hard Skills revealed bottlenecks that limited activation.
SQL The final dashboard guided data-driven recommendations to optimize the onboarding
Analysis of company advertising experience and improve the user conversion path.

Gathering of Requirements
Product Analysis Work Experience
Visualization and construction of dashboards Request Fulfillment Coordinator Jun2021- Jun2024
A/B testing
Softserve
Python
Developed processes for managing service/product requests, improving workflow
efficiency and reducing resolution time.
Tools Collaborated with stakeholders to define and optimize ticket processing flows,
DBeaver/PostgreSQL ensuring smooth communication and faster issue resolution.
BigQuery Established request categorization and assignment protocols, helping teams handle
Google Sheets requests more effectively.
Led knowledge-sharing sessions for team members on Request Fulfillment best
Looker Studio
practices.
Tableau
Followed the ESDLC (Enterprise Software Development Life Cycle) process and ITIL
Amplitude practices to maintain high-quality service delivery.
Jupiter Notebook
Team Lead of HelpDesk Aug2020- Jun2021
Soft Skills Softserve
Empathy Managed and mentored a team, ensuring high performance and quality control of
Attention to detail service delivery.
Resolved conflicts and optimized time/resource management to ensure seamless
Logical thinking
operations.
Kindness
Provided strategic guidance for problem-solving and project monitoring, ensuring
timely issue resolution.
Languages Worked on improving workflows and ensuring customer satisfaction by maintaining
English - Upper-Intermediate efficient systems for issue resolution.

Ukrainian- Native HelpDesk Engineer

Softserve Nov2016- Aug2020
Education
Provided 1st-level technical support to clients via email and phone, addressing a
Master degree in Electronic devices and systems range of technical issues.
Lviv Polytechnic National University 2009 - 2015 Managed Atlassian tools and provided L1 support, ensuring issues were resolved
promptly and efficiently.
Data Analyst course
Coordinated issue resolution to ensure timely and accurate support for clients.
GoIT school Dec2024 -May 2025
Specialized in first-time call resolution and managed initial request processing,
ensuring customer satisfaction.