Profesional bilingüe con más de 5 años en BPO, liderando análisis de datos, gestión de operaciones y soporte al cliente en diversos sectores.
Aplicó análisis de datos para generar insights que apoyaron decisiones operativas y estratégicas.
Coordina ciclos completos de pedidos y procesos administrativos para asegurar entregas oportunas.
Exprésase en español e inglés, facilitando comunicación efectiva en entornos multiculturales.
Utiliza Excel, Google Sheets y Power BI para análisis, reporte y visualización de datos.
MicroMeshGutterGuards.com
Managed end-to-end data pipelines and workflows for operational efficiency., Led data analysis initiatives, consolidating marketing campaign data in Excel, Google Sheets, and Power BI for KPI tracking., Supported billing processes by maintaining invoices and preparing validation reports.,...
Asurion
Delivered customer support and solutions focusing on KPI attainment, enhancing CSAT and conversion rates., Employed needs-based selling techniques to fulfill client requirements effectively., Documented feedback and insights to inform product and service enhancements.
Webhelp
Supported operations and KPI enhancement through real-time management and detailed reporting., Collaborated with QA, Training, and WFM teams to analyze performance data and identify actionable insights., Conducted training sessions to elevate team performance and ensure adherence to quality...
Teleperformance
Sales & Negotiation Certificate
Mechanical Engineering
B.A. in English and Bilingualism
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Led teams in high-volume contact center, driving performance improvements through targeted coaching and process enhancements., Streamlined payroll operations and reporting, developing Excel trackers and performance dashboards for insightful weekly client reviews., Analyzed operational data to...
Teleperformance
Resolved customer issues end-to-end over the phone, ensuring clear explanations, follow-ups, and high satisfaction., Consistently met or exceeded KPIs, including CSAT, first-call resolution, and average handle time., De-escalated challenging calls using empathy and active listening, turning...
