Giancarlos - Data Analyst with 5+ years of expertise in financial analytics

Performed complex data analysis to identify trends and support decision-making.

Utilized SQL for querying databases and extracting relevant data sets.

Prepared detailed financial reports to inform strategic planning.

Built dashboards and automated spreadsheets to enhance data visualization.

Manage daily operations ensuring SLA adherence and exceeding performance targets., Lead, mentor, and develop a high-performing multicultural team of 25 agents and 3 team leads, fostering a culture of accountability, growth, and excellence., Analyze KPIs, escalate issues, and execute RCA and corrective actions., Collaborate with cross-functional teams to enhance the customer journey., Maintain workflows and optimize team bandwidth in real-time.

Directed quality and training initiatives across teams to meet productivity and client goals., Lead and inspire a team of 55 professionals, including trainers, QA analysts, and supervisors, to drive high performance through strategic coaching, continuous development, and effective people management., Led performance analysis and implemented improvement strategies based on trends., Oversaw reporting cadence for internal and client stakeholders., Supported new project transitions and contributed to business profitability initiatives.

Led multiple projects supporting LATAM and Canadian markets., Defined business requirements, developed project plans, and ensured alignment between IT strategies and organizational goals., Supported deployment of Medallia NPS across international markets., Coordinated with global and local teams to support system and process enhancements., Guided teams through project life cycles and troubleshooting processes.