Diego - Data Analyst with 3 years in financial services

Applied statistical techniques to interpret and analyze financial data for decision-making.

Created financial models and dashboards using Excel and related tools for reporting.

Ensured data quality by cleaning and validating datasets for accuracy and consistency.

Worked with stakeholders to gather requirements and optimize data processes.

Handle US import and export process inquiries and accommodate them to each client's needs., Lead a team of 26 agents in creating action plans to improve their customer experience and efficiency, Implement a plan to improve the efficiency of responding to emails and maintaining a high service level agreement.

Keep a record of the congregation's expenses and donations., Review of monthly financial statements., Process refunds to members of the congregation for expenses they made., Plan a yearly budget for activities and expenses will be made during the year.

Handle Escalated calls as Tier 2 related to billing inquiries and information, Initiate a new Win back department to return customers to the company., Create a plan to reduce escalated calls by teaching the agent to show ownership of the calls., Manage Work Force interval calculator as floor support and supervisor assistance, making sure the time of agents connected was accomplished on every interval.