Dedicated Data Analyst with extensive experience in financial data processing and visualization.
Applied statistical techniques and tools like Excel, SQL, and Tableau to analyze and interpret data sets.
Developed complex queries for data extraction and reporting from relational databases.
Created dashboards and visual reports to communicate data insights to stakeholders.
Built financial models to support forecasting and strategic decision-making.
CENCORA
Manage ticket creation and follow-up for patient concerns in oncology, dermatology and pulmonology services., Responsible for an average of 100 tickets per day with a 100% QA score and a 98% first-interaction rate., Consistently exceeded performance metrics to ensure customer satisfaction, optimizing the digital intake process for patient services., Take full responsibility for team performance metrics, report generation, attendance controls, and escalations, representing the team across multiple departments., Developed, tested and deployed a method called One Page Guide for Operational Excellence, leading to a 10% improvement in quality scores across Costa Rica’s COE team., Led the Feedback Loop Initiative for Costa Rica, optimizing team efficiency and creating actionable insights for continuous improvement., Implemented internal QA processes and SMEs team development, streamline training materials and empowering team members to contribute to process improvements., Redesigned SOPs resulting in more user-friendly processes and a significant increase in team efficiency.
WESTERN UNION
Managed the technical support for over 400+ virtual machines running BluePrism automation, responsible for live monitoring, virtual machine handling, and escalations for clients in multiple countries (Colombia, Argentina, Lithuania, UK, US, Brazil)., Ensured seamless operations for clients across multiple regions by providing proactive technical support and timely resolution of issues, maintaining customer satisfaction across diverse global teams., Took full ownership of the Release process managing a team of 8 Controllers, ensuring that all new releases met QA requirements and that testing tasks were completed on time., Created the first Operational handbook for an automation project, which became a role model for all future handbooks, streamlining processes and driving efficiency., Presented new initiatives and served as a public speaker for the Automation team, communicating bold ideas and inspiring innovation across business lines and stakeholders., Spearheaded the implementation of psafe technologies for secure password storage, ensuring data integrity, while continuously seeking and applying the latest tech innovations., Trained more than 12 Controllers over the course of 6 years, driving their professional growth and fostering a culture of continuous learning and skill development., Established and maintained high QA standards for Release processes, ensuring all deployments met stringent testing criteria and quality benchmarks.
Bachelor’s degree
Associate Degree
Discover other professionals with similar experience
WESTERN UNION
Initially started as a Fraud Prevention Analyst, consistently exceeding productivity targets by achieving a 35% higher output compared to peers., Promoted to Team Leader after demonstrating leadership potential, where I managed a team of 14 agents and focused on building a culture of excellence and collaboration., Ensured the highest standards of fraud prevention, directly protecting the customer assets and enhancing trust by identifying and mitigating fraud risks., Took full accountability for the team’s performance and productivity, driving continuous improvements in team dynamics and fraud prevention processes., Introduced Huddle sessions and huddleboards, agile methodologies and peer review sessions, significantly boosting team efficiency and empowering team members, fostering an environment ideal for continuous learning., Nurtured talent within the team, empowering agents to take ownership of their work and develop expertise in fraud prevention, reducing the learning curve and increasing team confidence., Led team to consistently exceed productivity goals, enhancing fraud detection rates while maintaining a strong engaged team., Established a culture of merit and punctuality, maintaining a stable high-performing team with low turnover, ensuring long term success in fraud prevention efforts.
