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Brendan Tang

@brendantang

Business systems analyst across retail CRM and fintech who coordinated Luxottica’s CRM migration across 16 brands.

At Luxottica, I coordinated the CRM migration from IBM UNICA to GCP across 16 brands, including LensCrafters. I documented more than 50 datasets and standardized documentation for over 120 workflows, helping Engineering and Marketing work from a shared reference.

At Coinbase, I supported onboarding workflow changes from a 30-agent pilot through rollout to more than 2,000 agents, contributing to fewer avoidable contacts and lower handle time. Most recently at CTI, I analyzed fulfillment data in SQL and prioritized Jira backlog items with operations stakeholders.

Experience

Work history, roles, and key accomplishments

Sr. Business Systems Analyst

CTI

Jun 2026 - Aug 2026 (2 months)

Prioritized 150+ Jira backlog items across workstreams by impact and effort with operations stakeholders. Conducted cross-functional process discovery, documented workflows, analyzed fulfillment record quality in SQL, and built recurring SQL KPI reporting.

SQL Jira Requirements Gathering Process Mapping KPI Reporting Data Quality Backlog Management

Sr. Business Systems Analyst

Douglas Elliman Real Estate

Mar 2024 - Mar 2025 (1 year)

Standardized portfolio-wide KPI definitions for CES, CSAT, SLA, escalations, and resolution time across 260+ properties. Improved data integrity in service request reporting and analyzed root causes of aging and escalated requests.

SQL KPI Definition Data Integrity Root Cause Analysis Stakeholder Management Process Improvement

Sr. CRM Systems Analyst

Luxottica

Dec 2022 - Oct 2023 (10 months)

Coordinated CRM system migration from IBM UNICA to GCP across 16 brands, including LensCrafters' 1,000+ locations and 7M+ customer records. Documented 50+ datasets and consolidated 120+ workflows into standardized documentation.

CRM Migration IBM Unica Google Cloud Platform SQL Documentation Segmentation QA

Support Systems Analyst

Coinbase

Jan 2021 - Aug 2022 (1 year 7 months)

Partnered with Product and CX to define workflow change requirements, pairing frontline agent feedback with SQL and Snowflake data. Documented requirements and supported UAT for onboarding workflow tool and macro changes.

SQL Snowflake Tableau Requirements Gathering UAT Workflow Analysis Data Integrity

Business Systems Analyst

Network Capital

Dec 2019 - Dec 2020 (1 year)

Built recurring Excel pipeline reporting with loan officer teams on file status, stages, aging, open requirements, and exceptions. Identified pipeline bottlenecks and prioritized aging files, translating where files stalled into workflow changes.

Excel SQL Pipeline Management Data Quality Process documentation Stakeholder Management