Luciano Casillas

Data analyst with 10+ years building dashboards, forecasting, and operational analytics for telecom, healthcare, and insurance customer operations. Strong in SQL (Snowflake-compatible), Tableau, Python, and Excel, with a track record of driving 15% operational efficiency gains, cutting reporting cycle time by 30%, and surfacing $32M+ in at-risk customer lifetime value through churn and behavioral analysis. Recent portfolio work spans churn modeling, cross-sell propensity, and CSAT/VOC driver analysis on 100K+ record datasets.

Independent Analytics Consultant at Self-Employed (2025-08 – Present)

• Built a P&C insurance cross-sell propensity model on 150K household records (gradient boosting, top-decile lift 2.05x), quantifying $280M+ in unconverted customer lifetime value and producing a prioritized account list deployed via Streamlit dashboard.
• Analyzed 225K telecom subscriber records to identify churn drivers and surface $32.45M in at-risk customer lifetime value; top-decile flagged accounts churned at 1.84x the baseline rate.
• Conducted CSAT/VOC driver analysis on 120K post-interaction survey responses; identified first-contact resolution, wait time, and resolution ease as the three primary drivers of churn intent.
• Built a multi-agent Python pipeline for job intelligence, fit scoring, and resume generation, reducing manual application preparation time by an estimated 80%.

Data Insights Analyst at Charter Communications (2018-08 – 2025-07)

• Developed and maintained 10+ Tableau dashboards tracking call center KPIs, driving a 15% improvement in operational efficiency.
• Built custom SQL queries and integrated data from Snowflake, Hadoop, Data Lake, Nexidia, and MicroStrategy across Inbound Sales, Retention, Mobile, and Repair business units.
• Conducted exploratory data analysis on agent performance models, improving predictive accuracy by 20%; led work across four business units that lifted customer satisfaction scores by 10%.
• Applied Python and LLM-based text analysis to customer feedback, identifying early lifecycle dissatisfaction drivers and informing targeted process improvements.
• Reduced reporting cycle time by 30% through workflow optimization and reporting automation; maintained version-controlled SQL artifacts in GitHub with leadership code review prior to deployment.
• Presented data-driven recommendations to senior and executive leadership; managed end-to-end analytics project delivery using Agile/SCRUM.

Call Center Supervisor at Centene Corporation (Cenpatico) (2013-01 – 2017-08)

• Developed KPI and metrics reports for executive leadership to support staffing decisions, IVR routing configurations, and performance benchmarks across a multi-state Medicaid/Medicare operation.
• Built Excel-based coaching documentation and performance tracking tools adopted as the company-wide standard across all supervisors.

Customer Service Representative (Temp Placement) at Healthcare Support Staffing | Centene Corporation (2011-10 – 2013-01)

• Resolved member and provider inquiries; documented data in CRM applications for QA and performance tracking in a regulated healthcare payer environment.

Customer Advisor at Alorica (2018-02 – 2018-08)

Progressive supervisory and analytical foundation across telecommunications and insurance contact centers; built Excel-based KPI tracking and performance dashboards later formalized into reporting infrastructure at Centene and Charter.

Customer Service Representative at Progressive Insurance (2008-11 – 2011-06)

Technical Team Supervisor at DIRECTV (2004-10 – 2008-09)

Call Center Supervisor at US Cellular (1999-07 – 2004-08)

Bachelor's in Data Science – Western Governors University (Pursuing - scheduled to complete in 2027)

Certificate in Data Science with SQL and Tableau – eCornell University (2024)

Coursework in Elementary Education – Howard Payne University