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

Applied statistical techniques and data visualization to derive insights from large datasets.

Designed and optimized queries for data extraction and reporting in multiple projects.

Utilized advanced functions and macros to automate reports and streamline workflows.

Experienced in using Power BI and Tableau for creating interactive dashboards.

Presented complex data findings to non-technical stakeholders to support decision-making.

Manage the schedules and calendars of both owners, Coordinate and schedule cleanings for new and existing customers including maids pick ups and drop offs, Help with simple payroll tasks using QuickBooks, Provided administrative support, including answering phone calls, chats, and responding to emails, Handle confidential information and documents with discretion and maintain their proper organization, Handle customers complaints

Prepare and conduct onboarding meetings with the company owner, the manager, and new franchisees, Prepare onboarding training materials and train new franchisees, Follow up and support new franchisees in the process of growing their clientele and business success, Conduct weekly huddles with new franchisees to share ideas and tools that will help their business succeed, Managed calendars, scheduled appointments, and arranged meetings and conferences, Prepared and distributed reports, presentations, and other materials for the business owner and manager, Handled confidential documents and maintained their proper organization, Schedule meetings through Google Calendar and Google meet, Create the weekly newsletter using Constant Contact, Update all franchisees’ GDrive with the updated policies and procedures, Create new assistants’ onboarding process, schedule, and documents, Create email templates, Helped with the recruiting process for new VAs, Perform call audits and find the root cause of low sales, Attend meetings and take notes to send meeting minutes to all attendees, Translate manuals and documents from English to Spanish and vice versa, Add meeting minutes and follow-ups to Trello

Create training materials and train new VAs to be successful in their hiring process, Conduct mock interviews to practice and increase hiring chances, Provide coaching to VAs after interviews, Helped with the recruiting process, Prepare presentations and tips for morning huddles

Handle customers’ inquiries via phone, chat, and emails, Helped customers place orders over the phone or through chat on the Michael Kors website or the app, and using the internal order placement system, Process refunds, and returns, Started the warranty process when applicable

Oversee all training materials and facilitate training for different campaigns: Michael Kors, Carter's | OshKosh B'gosh, Axion, Kalahari, Checker’s, and Disney+, Assist the new agents while on OJT (On Job Training) with tech support calls, troubleshooting, account setup, refunds, returns, and many more, depending on the campaign, Handle customers’ complaints and escalate issues when needed using the JIRA tickets system, Create IT tickets to resolve tech issues using the IT Helpdesk system, Provided support through calls, chats, and emails, Handle confidential information and documents with discretion and maintain their proper organization, Send daily reports providing feedback about every trainee and any situation or challenge I faced during training, Organize and review the training materials and report any gaps to the client, Create training material based on needs and improve/update existing materials, Ensure the QA evaluation quota is met for each campaign, Send outlier reports daily, Conduct internal calibrations to ensure the whole team was on the same page, Send bi-weekly and monthly reports to the clients with accomplishments, areas of opportunity, challenges we faced, and recommendations, Create action plans based on areas of opportunities to improve performance, Create new scorecards/QA forms and fix any gaps to improve the call evaluation to focus on what the clients wanted