Experienced Data Analyst with a strong background in transforming data into actionable insights for business growth.
Applied statistical techniques and data visualization tools to interpret complex datasets.
Utilized SQL for querying and managing databases to extract actionable insights.
Created dashboards and reports using Tableau and Power BI to communicate findings effectively.
Developed complex spreadsheets for data analysis, reporting, and automating processes.
Empire Shared Services
Conducted comprehensive bank data analysis and background checks to assess merchant affordability and mitigate future financial risks for Merchant Cash Advance applicants., Scrubbed bank accounts to ensure accuracy and compliance, preventing potential issues for clients and the financial institution., Gained in-depth knowledge of the money lending business by rotating through various critical departments, enhancing understanding of end-to-end operations., Manage Portfolios for different account Statuses (Delinquent, Past due Accounts or Active Late accounts), Create an Agenda to have 1 on 1 Sessions with My Team members to discuss both Manager and employee perspectives, prioritizing concerns followed by clarifying questions in order to build a strong and safe relation so then we can provide Honest and Open feedback.
Quality Assurance (QA) Analyst, Merchant Care Department
Ensured product and service quality through meticulous documentation, error identification, and process improvement initiatives., Developed and implemented quality standards and compliance protocols, significantly improving departmental adherence and overall operational efficiency., Conducted rigorous tests and inspections to identify production process and product issues, presenting accurate and effective solutions to the operation., Exceeded performance expectations, leading to a promotion into a back-office analytical role due to comprehensive operational knowledge.
Collections Agent, Commercial Asset Recovery
Managed a high-volume portfolio of accounts for a Financial Institution, following up with merchants whose accounts were escalated to third-party collection agencies., Consistently made 100-150 calls per day, demonstrating strong communication and negotiation skills., Regularly exceeded monthly collection goals, achieving over $200,000 in recoveries consistently, with targets increasing due to sustained high performance.
Business Administration
Web Design
High School Degree
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Worked cross-functionally with teams to ensure data-driven decisions aligned with business goals.
SushiWut Homemade Food Operation
Established and managed a successful family-owned sushi delivery and takeaway business, overseeing all operational aspects from order taking to customer education., Developed and implemented effective customer service strategies, advising clients on sushi selections based on preferences., Managed sales, order processing, and ensured customer satisfaction, building a loyal client base for a newly established venture.
Amazon Costa Rica
Managed a diverse range of HR functions, including screening processes, scheduling interviews for new applicants, and submitting hire eligibility documentation for internal and external candidates., Created and resolved trouble tickets for associates regarding payment issues, payroll discrepancies, clock-in/out problems, and timecard reviews., Conducted verification of employment, managed new hires, and facilitated termination processes, ensuring compliance with company policies., Consistently sought to exceed expectations in HR service delivery, contributing to a thrilling and successful experience in the department.
Customer Service & Technical Support, Audible Account
Provided exceptional customer service and basic technical support for Audible audiobook customers, resolving issues related to book loading and account management., Assisted clients with payment processing, book removal, and general inquiries, ensuring a high level of customer satisfaction., Continuously improved service delivery through daily performance review and in-depth problem-solving for complex customer interactions via calls and chats.
RDK Global Sales
Led and managed a sales and customer service team for an outsourced global warehouse specializing in health/beauty products, financial accounts, and software., Provided ongoing support and new resolution options to agents for handling diverse customer situations via phone and email., Monitored and maintained key performance indicators (KPIs) including chargebacks, payment cancellations, order processing, and delivery timeframes., Conducted weekly 1-on-1 sessions with teammates, providing constructive feedback and sales metrics to exceed company SLA targets (consistently above 85%)., Scheduled and led team meetings to ensure agents possessed the necessary knowledge and skills for effective inquiry resolution and problem-solving., Prepared weekly and monthly comprehensive reports on fraud prevention, withdrawals, payment delays, sales percentages, CSR scores, grading, and productivity.
Baires Group
Supervised a team of 15 associates in a sales department focused on credit card Customer Support within the United States., Managed customer accounts for balance transfers, new APRs, and credit report inquiries, effectively migrating customer business to our institution., Educated customers on account management and financial improvement strategies, enhancing their financial literacy and loyalty., Reporting: create weekly performance reports with customer feedback and agent performance & improvement opportunities to Management, focusing in constructive feedback to foster and built a strong Team Relation to accomplished and exceed Team Goals & Targets., Resource Management: ensure the Team is always equipped and has the necessary resources, tools and knowledge to perform their tasks in the most proper and professional way.
Sykes Latin America (Capital One Account)
Handled credit card claims and provided comprehensive customer service for Capital One accounts, resolving issues related to loans, mortgages, APR, balance transfers, and due dates., Monitored service scores and provided backup support to supervisors daily., Promoted to the Quality Department within six months, responsible for conducting induction training for new hires., Performed monthly risk assessments to identify potential vulnerabilities, issue tracking, and root cause analysis to prevent recurrence., Provided ongoing training and support to QA team members and other organizational staff as needed., Tracked and analyzed key quality metrics to assess performance and identify areas for improvement., Ensured products and services complied with relevant regulations and standards.
Narconon Argentina
Facilitated communication by translating from Spanish to English for staff and US rehab students, guiding students through the entire program process., Managed accommodation and intake procedures for students into facilities., Handled calls from prospective customers across the United States, providing pricing, quoting specials, and program information., Completed additional training in Brazil to expand service provision globally, gaining valuable international experience.
