Detail-oriented data analyst with extensive experience in financial data management and reporting.
Applied statistical techniques and data visualization to interpret complex datasets.
Utilized SQL for querying, managing, and extracting insights from relational databases.
Created advanced spreadsheets, macros, and pivot tables to manage and analyze data efficiently.
Built financial models to forecast trends and support strategic planning.
Transcom BPO
Directing customers throughout their time at the shop, assisting with correct loading areas, trip connections, etc., Provides schedule, routing, transfer, and current fare information to customers., Updates travel documents, schedule monitors, information boards, etc., including PA system announcements., Runs ticket transactions with customers as well as baggage support, including service calls and phone sales, loading/unloading baggage, etc., Responsible for shipping duties, including calculating shipping costs, forwarding/receiving shipments, package/baggage tracking, etc., Assists with required shop reporting and documentation, including bus bills, inventory, End-of-Shift reports, bus servicing records, etc., Assists with overall shop presentation, including monitoring cleanliness, lost and found items, etc.
Grainger Colombia
Part of the HR department., Train and welcome new hires to the company., Create and establish a new way to communicate daily sales by department in the company around the country., Track/Monitor corporate online courses., Plan the Onboarding of the new team member., Coordinate Onboarding sessions with leaders., Manage compliance with performance evaluations., Conduct company orientation for new employees., Perform post-onboarding follow-up., Plan and design continuous improvement for department processes., Administer internal communication., Develop projects to increase the productivity of the HR department.
Sutherland Global Services
Middle school
High school degree
Industrial engineering degree
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Lead, coach, and develop a team of collection agents to achieve performance goals and maintain service quality., Track and analyze key performance indicators (KPIs), including delinquency rates, roll-back/forward rates, recovery rates, promise-to-pay conversion, tool enrollment rates, and first-call resolution rates, ensuring targets are consistently met or exceeded., Monitor agent occupancy and utilization rates to ensure optimal productivity and identify efficiency improvements., Develop and implement strategies to meet KPI targets while ensuring compliance with all regulations., Maintain up-to-date knowledge of legal and compliance requirements (e.g., FDCPA, UDAAP, TCPA) and ensure all team activities align with these standards., Conduct regular performance reviews with agents, establishing clear development plans., Recognize and reward high-performing team members to foster motivation and engagement., Implement call calibration sessions to ensure consistency and alignment in negotiation call flows., Partner with the Senior Supervisor of Operations to ensure alignment with corporate policies and procedures., Oversee day-to-day call handling processes; step in to handle calls when needed.
Sitel Group
Process transactions such as new orders, returns & exchanges, releases, etc. in a timely and efficient manner, Following sales steps in order to offer each customer the complete solution (Accessories and General Service Contracts) to their purchase., Support the Sales Specialists through customer follow up, scheduling deliveries, reconciling purchase orders, stock checks., Answer incoming calls, prepare shipping invoices., Complete Report reconciliation such as calling report, etc. and daily deposit entry., Maintain ongoing organization of the Customer Service work center., Assist Inventory processes such as various report reconciliation (unaccounted research report) receiving product, shipping product or customer will calls.
Lean Solutions Group
Coordinated daily freight operations in the U.S., tracking shipment statuses and driver ETAs., Negotiated carrier rates, booked loads, and maintained positive carrier relationships., Performed billing audits, correcting discrepancies to ensure payment accuracy., Managed carrier compliance documentation and client operational support., Adjusted dispatch schedules to reassign loads and maintain operational flow during emergencies., Logged and reported incidents in TMS/CRM systems for tracking and process improvement., Collections expert., Factoring leader, received, organized, and approved daily deals with brokers around the US.
