Javier - Data Analyst with 3 years experience in market research and reporting

Applied statistical techniques and data visualization to interpret complex datasets.

Created detailed spreadsheets, pivot tables, and macros for data processing.

Conducted primary and secondary research to gather market intelligence.

Supervised and mentored junior analysts in project activities.

Assisting guests with managing reservations, processing payments, and travel inquiries., Leading a remote team between 15-20 agents, coaching the team, delivering meetings, handling escalations, analyzing KPIs like customer satisfaction, booking accuracy, average talk time, and managing scheduling, training, quality assurance control by evaluating calls and compliance.

Handled client email support, analysis of damaged orders, process refunds, replacements and general inquiries., Collaborated with warehouse department to ensure issue resolution and delivery successful., Maintained high standards of written communication, analytical mindset and process compliance.

Assisted clients with billing questions/issues, plan upgrades, technical data issues and service changes via inbound calls and chats., Assisted a trainer by helping train new agents, sharing details of the product, analyzing KPIs and improving their performance to reach expectations and goals., Live monitoring and listening of recorded calls.