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Data Analyst with 5 years of experience in financial services
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Competencies
Utilized SQL for data extraction, querying, and database management in financial analysis projects.
Created dashboards and visual reports with Tableau to facilitate data-driven decision making.
Applied Python for data processing, analysis, and automation tasks.
Conducted quantitative analyses to support financial forecasting and risk assessment.
Education
Summary
Experienced data analyst specializing in financial services with a strong background in data visualization, analysis, and programming for decision support.
Key Achievements
- Led data analysis projects that improved reporting accuracy and efficiency.
- Developed dashboards and data visualizations for cross-department decision making.
- Gained proficiency in Python, SQL, and Tableau for data processing and visualization.
Experience
Customer Service Representative – Billing, Tech Support & Sales
Resolved complex billing discrepancies and provided technical troubleshooting for U.S. customers., Achieved high First Call Resolution (FCR) rates while maintaining above-target Customer Satisfaction (CSAT)., Identified upselling opportunities, converting leads into product sales to boost company revenue., Delivered professional multichannel support (phone, chat, email) in a fast-paced remote environment.
Customer Service Representative – Billing, Tech Support & Sales
Provided accurate billing breakdowns and resolved disputes for Canadian customers., Promoted upgraded packages, achieving consistent sales conversion and customer retention rates., Troubleshot internet, TV, and CCTV systems to ensure timely service restoration., Leveraged CRM and ticketing systems to streamline customer interactions and case follow-ups.
Flight Specialist – Royal Caribbean Cruises
Supported guests during urgent flight cancellations, rescheduling, and travel disruptions., Generated additional revenue by upselling and selling flights and transport packages., Ensured seamless travel-to-cruise experiences through proactive customer communication., Maintained service quality under pressure by resolving time-sensitive travel concerns efficiently.
Customer Service Representative – Walmart
Delivered customer support for online shopping, order tracking, and delivery verification., Coordinated with logistics partners to ensure accurate and timely deliveries., Handled escalated issues with professionalism, driving improvements in customer satisfaction., Promoted add-on services, contributing to increased sales opportunities.
Customer Service Representative – Instacart / Walmart / Capital One / Target / Tracfone
Provided billing support, technical troubleshooting, and chat/email assistance for diverse industries., Ensured compliance with SLA requirements while delivering strong CSAT results., Educated customers on products and services, driving sales conversions and loyalty., Collaborated with cross-functional teams to resolve escalated customer concerns.