Experienced data analyst with 5 years in healthcare and finance, skilled in data analysis, SQL, and visualization tools. Proven track record of improving reporting efficiency and supporting strategic decisions.
Performed complex data analysis to identify trends and support strategic decisions.
Designed and maintained databases, optimized queries for fast data retrieval.
Created interactive dashboards with tools like Tableau to communicate insights.
Built models to predict customer churn and sales patterns, improving marketing strategies.
American Customer Connection
Led a customer service, sales, and retention team of 15-20 agents, ensuring Key Performance Indicators (KPIs) achievement and customer loyalty growth., Coached and developed agents, reducing call escalations by 50% and improving first-call resolution., Oversaw team metrics, reporting, and performance management, improving team efficiency., Designed and executed retention strategies that increased customer satisfaction scores by 25%.
Encore/MCM
Recommended improvements that increased team efficiency and Service Level Agreements (SLA) compliance., Onboarded and trained new staff, ensuring smooth integration and knowledge transfer., Led troubleshooting initiatives, improving collaboration across departments.
Allyis / Tech Mahindra
Promoted to (Subject Matter Expert) SME for advanced technical expertise and leadership skills., Mentored engineers, enforced best practices, and resolved escalated cases., Collaborated across teams to streamline support processes and reduce resolution time.
High school Diploma & Tourism A&B
Advanced English
CyraCom Interpreter Certification
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Resolve
Managed escalations and critical technical cases with high customer impact., Mentored junior staff in troubleshooting and customer service best practices., Analyzed recurring issues and recommended process improvements.
Freelance Interpreter / Translator
Provided English/Spanish interpretation for legal, business, medical, and 911 services., Supported clients in meetings, tours, and events with concierge/assistant support.
Costa Rica Detour
Directed daily operations and staff, delivering tailored tourist packages., Trained employees, ensured service quality, and maintained repeat business.
