Samantha Cain
Macclesfield, UK
Summary
Detail-oriented and strategic Business & Data Analyst with a strong background in data analysis, stakeholder engagement, and cross-functional collaboration with 10+ years of experience leveraging data to improve business performance, optimize processes, and inform strategic decision-making. Proven success in delivering actionable insights, improving operational efficiency, and aligning data strategies with business objectives. Adept at translating complex data into clear, impactful reports and presentations that drive decision-making at senior leadership levels. Experienced in working with global teams, identifying risks proactively, and leading root cause analysis to prevent recurrence. Skilled in data visualization, reporting, and business requirement gathering in fast-paced, results-driven environments.
Overview
16
16
years of professional experience
Work history
Contact Delivery Support Analyst
Apple
07.2022 - 06.2025
- Analyze and interpret multi-channel performance data across global contact centers to identify business risks and optimization opportunities.
- Facilitate cross-functional collaboration with global teams to perform root cause analysis and deliver strategic recommendations through post-incident reviews.
- Own and lead reporting processes using Tableau and ServiceNow to monitor trends, assess service impact, and present findings to senior leadership.
- Act as regional SME for EMEA vendors and internal business units, driving alignment and communication on key performance and risk indicators.
- Develop and maintain accurate dashboards and reporting tools to support proactive risk mitigation and continuous improvement initiatives.
- Lead monthly and quarterly business review sessions, synthesizing critical incident data into clear narratives for executive stakeholders.
- Contribute to development and implementation of predictive analytics and machine learning solutions for early issue detection.
- Ensuring data points are transferred to reporting tools with accuracy and efficiency.
- Contributing to new processes and procedures to both align with business objectives as well as develop data strategies.
- Presentations; creating, updating and hosting presentations for multiple stakeholders and leadership.
- Worked closely with project managers for successful project completion.
- Troubleshot hardware issues promptly, reducing system downtime.
- Key Tools: Tableau, Splunk, Grafana, ServiceNow, ITIL, Excel, PowerPoint, Keynote, Pithos
Real Time Operations Specialist
Apple
07.2018 - 07.2022
- Monitored and analyzed real-time data across global support centers to ensure efficient resource allocation and minimal downtime.
- Designed data tracking tools and conducted analysis on call queues, advisor performance, and incident frequency.
- Authored SOPs and procedural guides for consistent data handling and response processes across international teams.
- Provided regular performance summaries and visual updates to leadership during daily syncs and issue resolution meetings.
- Key Tools: Tableau, Splunk, Grafana, ServiceNow, ITIL, Excel, PowerPoint, Keynote
Senior Technical Advisor
Apple
12.2015 - 07.2018
- This role involved taking a senior approach to all calls, escalating issues as necessary and taking ownership of all cases to ensure quick and efficient resolutions.
- Maintained dashboards and quality metrics to monitor customer experience and operational issues.
- Conducted performance data reviews and provided feedback to team members to enhance service consistency.
- Created custom training content and presented performance data in team meetings.
Technical Advisor
Apple
07.2014 - 12.2015
- Delivered customer support while capturing data trends related to recurring issues and feedback.
- Suggested improvements based on aggregated customer data and internal metrics.
Shift Manager
McDonald's
09.2009 - 08.2013
- Assisting the Assistant Store Managers and Business Manager to run the day to day operations of a busy fast food chain restaurant.
- On any given 10 hour shift, I would be in charge of roughly 30 staff members to ensure smooth running of the store and provide excellent customer service.
- It was my role to ensure all the operational needs of the store were being met.
- This included making sure that there were enough employees staffed to meet the demands of the predicted sales.
- An insight into this role:
- Cashing up tills and being charge of the cash safe.
- Opening and closing the store.
- Completing counts of all stock to ensure the correct amount is available to meet the forecast needs of the upcoming days.
- Making SMART goals to be met for each shift.
- Used forecasting data to optimize shift staffing and meet operational KPIs.
- Analyzed sales vs. labor ratios to adjust team allocations in real time, improving efficiency.
Education
National Award - Art & Design
St Helens College
Liverpool 01.2007 - 1 2009
National Diploma - Art & Design
St Helens College
Liverpool 01.2009 - 1 2010
GCSE's - 10 grade B (Maths) - C
De La Salle School
LiverpoolSkills
- Incident Management
- Strong analytical problem solving
- Root Cause Analysis
- Stakeholder Engagement
- Data Visualisation
- Subject Matter Expert
- Critical Incident Debriefing
- Post Incident Review
- Risk Identification & Mitigation
- Cross-Functional/Regional Collaboration
Tools
- ITIL
- ServiceNow
- Splunk
- Tableau
- Grafana
- Pithos
- Excel/PowerPoint
- Keynote
Timeline
Contact Delivery Support Analyst
Apple
07.2022 - 06.2025
Real Time Operations Specialist
Apple
07.2018 - 07.2022
Senior Technical Advisor
Apple
12.2015 - 07.2018
Technical Advisor
Apple
07.2014 - 12.2015
Shift Manager
McDonald's
09.2009 - 08.2013
National Diploma - Art & Design
St Helens College
01.2009 - 1 2010
National Award - Art & Design
St Helens College
01.2007 - 1 2009
GCSE's - 10 grade B (Maths) - C
De La Salle School
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