Dedicated data analyst with over 3 years of experience in healthcare and finance, specializing in data reporting and system improvement.
Applied statistical methods and tools such as SQL and Excel to analyze healthcare and finance data.
Created visual dashboards using Tableau and Power BI to present insights effectively to stakeholders.
Managed and optimized data within SQL databases, ensuring data integrity and accessibility.
Worked with diverse teams to coordinate data-related projects and ensure timely delivery.
Zero Variance by Ubiquity
Directed a team responsible for customer support for U.S.-based insurance clients, ensuring compliance with service level agreements (SLAs) and key performance indicators (KPIs)., Managed payroll, performance reviews, team calibrations, and reporting functions., Developed training programs to upskill team members and streamline escalations management., Fostered continuous improvement by monitoring team performance and implementing operational enhancements.
Zero Variance
Supervised a team of customer support specialists, improving service quality and ensuring adherence to KPI targets., Led team training sessions, providing coaching on best practices and service standards., Handled escalated issues, delivering swift resolutions while maintaining high levels of customer satisfaction.
Assurant (via Zero Variance)
Delivered exceptional customer service for U.S.-based insurance clients via live chat, resolving complex inquiries with speed and accuracy., Acted as a subject-matter expert on insurance products, offering guidance to both customers and internal teams.
Bachelor of Tourism
Baccalaureate in Sciences and Literature
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Concentrix Honduras
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Handled inbound customer service queries, focusing on delivering exceptional customer experiences for clients in diverse industries., Assisted customers with product information, service issues, and inquiries, achieving high first-call resolution rates., Maintained detailed knowledge of client products and services, adhering to all company protocols and performance metrics.
Startek Honduras
Provided comprehensive customer support for multiple clients, handling escalations and ensuring customer satisfaction across a variety of sectors., Utilized company systems to track and resolve issues while maintaining strict adherence to quality standards., Collaborated with internal teams to develop solutions to recurring problems, reducing call volumes and improving service outcomes.
APTSERVICES
Spearheaded marketing strategies to grow client base and boost sales of domestic and international travel packages., Designed and implemented promotional materials, managed client visits, and facilitated product negotiations., Collaborated with travel suppliers to provide tailored travel solutions, ensuring customer satisfaction and smooth service delivery.
LEDKS TOURS
Managed the sales of travel packages, establishing strong relationships with corporate and individual clients., Developed customized travel itineraries and worked closely with customers to meet their travel needs., Assisted in the design and promotion of new travel products to expand the company’s market reach.
Taca Airlines
Led a team responsible for ticketing, travel package sales, and customer service for international passengers., Ensured compliance with airline and immigration regulations, providing staff training on service delivery and industry standards., Acted as a key liaison for travel agencies, managing pre-check-in processes and resolving passenger issues efficiently.
Grupo Intur (Dunkin Donuts, Baskin Robbins)
Managed retail operations, overseeing staff performance, inventory control, and customer service for multiple outlets., Achieved sales targets by ensuring operational efficiency and delivering high-quality service., Conducted financial reconciliations and reporting while maintaining a high standard of store cleanliness and safety.
International Medical Ministry
Provided professional interpretation services between American physicians and Honduran patients during medical consultations and procedures., Assisted medical teams in surgery and community health campaigns across various regions of Honduras., Played a key role in ensuring effective communication during medical outreach programs, contributing to patient care and treatment outcomes.
