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Customer Experience Agent
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Competencies
Utilized statistical methods and tools to analyze complex datasets in finance and healthcare settings.
Designed and executed SQL queries for data extraction and reporting purposes.
Created interactive dashboards to visualize data insights for non-technical stakeholders.
Developed complex spreadsheets and macros to automate reporting tasks and data analysis.
Education
Summary
Experienced data analyst specializing in finance and healthcare sectors with a focus on data visualization, reporting, and process improvement.
Key Achievements
- Developed and maintained dashboards to monitor key financial metrics, improving reporting efficiency.
- Conducted data analysis to support clinical research studies, contributing to multiple published papers.
- Streamlined data collection processes, reducing data entry errors by 20%.
Experience
Customer Experience Agent
Delivered first-contact resolution support across phone and digital channels., Educated customers on product usage and resolved billing, service, and technical issues., Collaborated with internal departments to escalate and close complex cases., Improved customer satisfaction scores (CSAT) through proactive service.
SSD Contact Center Planner LatAm Global Business Services
Forecasted staffing needs based on volume trends, SLAs, and KPIs., Scheduled field technicians across multiple communication channels., Monitored and adjusted real-time workloads to ensure service continuity., Aligned workforce planning with operational goals using WFM software.
Office and General services coordinator
Oversaw facilities, office supply procurement, and vendor coordination., Managed logistics for office moves, corporate events, and staff travel., Controlled expenses and contributed to cost-efficiency across operations.