Dulce - Data Analyst with 5 years of experience in financial reporting

Applied statistical techniques and tools to interpret complex datasets and support business insights.

Used SQL for querying and managing databases to extract relevant financial data for analysis.

Utilized Excel for data manipulation, reporting, and creating visualizations for financial analysis.

Prepared regular financial reports and dashboards to support decision-making processes.

Participate in internal and external meetings for client complaints and work with program managers to ensure business needs are met, by creating initiatives that ensure NPS results are met., Create and monitor Jira escalations based on feedback., Perform daily, weekly and monthly business controls audits to ensure team is aware of process changes and sprint updates, subsequently, take appropriate actions based on team feedback and rebalance workload as needed., Report personnel issues to first line managers, report process challenges/gaps to program managers and perform root cause analysis and create control barriers to ensure we meet client`s SLA and metrics., Proficient supervision and management, Accountability for team's metrics and action plans, Provide rotating working schedules, Monitor live calls, Salesforce handling, JIRA tickets, Provide 1-1, coaching and training sessions, Monitor and assign service requests through salesforce (WATSON), Assign service requests scheduled or on urgent matter, Create and provide backlog, KPI, reports

Strongly Customer Driven Focus with organizational skills, CSP, CRM management, team management, coaching., Report personnel issues to first line managers, report process challenges/gaps to program managers and perform root cause analysis and create control barriers to ensure we meet client`s SLA and metrics., Provided administrative weekly reports on all KPI ́s; sales, attendance and rewarding points., Facilitate, coach and follow up on product knowledge and sales skills, Attendance control, Create and provide KPI and attendance reports, Record and manage trainees’ sales reports