Marcelino - Data Analyst with 5+ years in market research and analytics

Utilized statistical tools to interpret data and generate reports for diverse projects.

Written and optimized SQL queries to extract and manipulate data in relational databases.

Created dashboards and visual reports to communicate findings to stakeholders.

Developed complex spreadsheets and macros for data analysis and reporting.

Managed a large volume of inbound and outbound calls, consistently meeting and exceeding performance metrics, including Average Handle Time (AHT) and First Call Resolution (FCR)., Utilized call center software (e.g., Salesforce, Zendesk, or internal systems) to research customer issues, document all interactions, and ensure accurate record-keeping., Resolved customer complaints and complex issues with professionalism and empathy, effectively de-escalating difficult situations and maintaining a positive brand image., Provided comprehensive product and service information to customers, identifying upsell opportunities and contributing to sales goals when appropriate., Collaborated with team members and management to identify trends in customer calls and recommend process improvements to boost efficiency and service quality., Maintained an exemplary attendance record and consistently adhered to company policies and quality standards.