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

Client & Campaign Management: Served as the main point of contact for the client, providing consistent updates through meetings, chat, and email. Contributed to key decisions and brainstorming sessions to enhance campaign performance and client satisfaction., Team Leadership: Supervised and supported agents across core LOB, ensuring adherence to KPIs and SOPs. Provided coaching, guidance, and daily support to foster confidence, customer relationship building, and qualifying & bookings improvement. Assisted with scheduling surgeries to meet capacity and boost sales., Training & Development: Spearheaded onboarding and training for new hires, as well as ongoing re-training and cross-training sessions to strengthen product knowledge and booking strategies., Quality Assurance: Conducted call audits via scorecard to assess SOP compliance and identify coaching opportunities to improve soft skills and conversion rates., Reporting & Performance Management: Produced and presented weekly + monthly performance reports to senior management, along with actionable improvement plans and tracking of said action items to mitigate redundancy., Attendance & Compliance: Managed and tracked agent attendance, processed disciplinary actions when needed, and worked proactively to maintain schedule adherence., Talent Acquisition Support: Assisted recruitment with interviews for multiple roles to ensure compatibility., Payroll & Admin: Worked closely with payroll to ensure accurate payouts. Managed schedules, maintained clean data for payroll processing, and handled employee onboarding/offboarding tasks., Cross-Team Collaboration: Supported staff and agents across multiple lines of business, responding to internal inquiries and collaborating to help resolve issues efficiently.

Team Leadership: Supervised large groups of Customer Service Representatives (CSRs) across multiple waves within a dedicated LOB, ensuring daily performance met or exceeded client expectations. Assist with inbound calls to meet a monthly quota designed to keep my knowledge and SOPs sharp., Performance & Quality Management: Conducted regular call audits (minimum 5 per agent per month) to identify skill gaps, provide targeted coaching, and improve overall service quality., Schedule & Attendance Oversight: Managed team adherence and capacity in coordination with Workforce Management. Proactively addressed absenteeism through motivational strategies or disciplinary actions as needed., Payroll Support: Maintained and verified team logs, conducted follow-ups, and ensured accurate data collection for timely and precise monthly payroll processing., Recruitment & Onboarding: Supported recruitment by interviewing and pre-screening candidates. Assisted in the onboarding and training of new hires, helping them transition successfully through Nesting and Production phases., Mentorship & Development: Provided guidance to campaign mentors and floor support during key operational checkpoints. Delegated tasks effectively to ensure smooth team operations and individual agent growth., Cross-Functional Collaboration: Acted as a go-to resource for staff and agents, assisting across departments as needed to support team success., Administrative Operations: Handled key admin duties including team scheduling, schedule maintenance for payroll integrity, and managing internal communications via email and stakeholder channels.

Customer Support & Inquiry Resolution: Handled high volumes of inbound calls from U.S. clients, providing real-time assistance with package tracking, delivery updates, estimated arrival times, and warehouse locations., Logistics Coordination: Scheduled express and ground service pickups, modified delivery instructions, processed re-routing requests, held packages at pickup points, and arranged returns to sender when necessary., Rate & Supply Requests: Provided accurate shipping rate quotes across a wide range of services and processed customer requests for shipping materials and supplies., Cross-Team Collaboration: Liaised with dispatch centers, retail stores, warehouse hubs, and internal departments such as Tech Support, Billing, and the Customer Advocate Team to handle complex service issues outside of my scope., Issue Escalation & Complaint Handling: Deescalated challenging interactions with professionalism and empathy. Logged and escalated formal complaints or unresolved cases for further investigation., Case Management: Created and managed tracking cases for lost or delayed packages, ensuring consistent follow-up and communication with clients using the latest available shipment updates.

Client Support & Booking Management: Handled high volumes of inbound calls from English and Spanish-speaking passengers, providing quotes, confirming transfer reservations, and promptly resolving service inquiries via phone, email, social media, and WhatsApp., Dispatch & Coordination: Partnered with the airport logistics team and hotel staff to coordinate real-time vehicle dispatch and ensure timely service delivery, including handling last-minute changes due to flight delays or vehicle issues., Contract Support: Managed transportation scheduling and coordination for medical clinics transporting interstate patients, ensuring timely pickups and drop-offs aligned with clinic schedules., Multilingual Communication: Used translation tools to assist Portuguese-speaking passengers via chat and written channels, expanding the client base and supporting international revenue growth., Service Recovery & Contingency Handling: Responded swiftly to service interruptions such as canceled flights or mechanical issues, rerouting transport as needed to minimize client disruption., Reception Support: Provided front-desk coverage during weekends, lunch breaks, and staff absences, ensuring a seamless guest experience and maintaining smooth office operations., Tourism Assistance: Offered helpful local tourism guidance to international travelers, enhancing the customer experience and adding value to the company's concierge offerings.

High-Volume Outreach: Conducted 100+ outbound calls daily to engage potential clients and encourage them and their families to book hearing assessments at their nearest clinic., Client Needs Assessment: Utilized targeted questioning to identify signs of hearing loss or concerns, guiding clients toward beneficial services, treatments, and peace of mind through early intervention., Appointment Scheduling: Efficiently managed and scheduled initial appointments, annual checkups, and follow-ups for battery/device replacements—contributing to strong client retention and repeat bookings., Referral Management: Scheduled appointments for referred friends and family, growing the client base through personalized outreach and word-of-mouth referrals., CRM & Data Accuracy: Maintained detailed and up-to-date client records, ensuring accurate data entry to support continuity of care and clinic efficiency., Revenue Impact: Served as a vital link between client outreach and revenue generation by driving clinic traffic and ensuring follow-through on scheduled services.

Executive Support: Handled 90% of responsibilities autonomously, including managing the CEO’s calendar, scheduling meetings, travel preparation, coordinating priorities, and minimizing distractions through effective inbox management and email triage., Client Relations: Acted as a liaison between the company and clients, providing timely, professional communication regarding products, services, upselling, billing, and order updates., CRM & Data Management: Maintained and updated client records using platforms like Salesforce and Google Workspace to ensure accurate, organized data and efficient sales tracking., Travel Coordination: Organized in-state and inter-state travel, including booking flights, accommodations, and transportation for executive meetings and client visits., Document & Invoice Preparation: Created, edited, and formatted professional documents including quotes, invoices, and sales reports., Website & Social Media Oversight: Ensured the company’s website remained visually engaging and up to date, handling basic content updates and social media presence to support branding and visibility., Vendor & Stakeholder Communication: Built strong relationships with suppliers, couriers, and walk-in customers to facilitate seamless business operations., Order Fulfillment: Managed incoming and outgoing goods, coordinating postage and ensuring accurate, timely delivery to clients.

Scheduling Coordinator: Coordinated interpreter bookings across industries such as legal, medical, academic, immigration, tourism, and disability services—matching clients with native-speaking interpreters tailored to their needs., High-Volume Call Handling: Managed 100+ calls per day, swiftly processing requests, confirming appointments, and resolving urgent service needs in a fast-paced environment., Client Support: Assisted individuals from diverse cultural and linguistic (CALD) communities, ensuring respectful and efficient communication during critical interactions., Queue & Admin Support: Provided overflow support to multiple call queues and completed administrative tasks as needed to maintain service efficiency and booking accuracy., Stakeholder Communication: Liaised with clients, interpreters, and internal teams to ensure seamless coordination, punctuality, and service satisfaction., Conflict Resolution & Issue Management: Effectively deescalated conflicts between clients and interpreters involving scheduling errors, late arrivals, language mismatches, or urgent rescheduling needs. Used empathy, clear communication, and problem-solving to reach quick, satisfactory resolutions while maintaining professionalism and service continuity.