Juana - Data Analyst with 5 years of experience in financial services

Performed quantitative analyses to support business decisions and optimize operations.

Utilized SQL for querying databases and extracting relevant financial data.

Created complex spreadsheets and dashboards for data visualization and reporting.

Designed visual representations of data to facilitate insights for stakeholders.

Designing Skill and Knowledge Enhancement Plans for Customer Service Agents and following upon completion and achievements., Perform Continuous Process Analysis by following Quality Assurance guidelines and analyze Customer Dissatisfaction drivers in order to deliver feedback to agents., Handle incoming escalations from Risk Management Agents and review additional legal documentation gathered to approve or reject wire transfers based on risk assessments.

Handling MoneyGram Agency-related calls regarding accounting inquiries on balance and settlements., Using MoneyGram’s internal accounts to fix transactional issues and to settle customer disputes and complaints.

Handle multiple chats at the same time providing excellent customer service experience., Multitasking in creating reports of interactions and/or properly escalate them while checking SOPs and responding to customers with professionalism.