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Kevin
Data Analyst with 5 years of expertise in financial services
Contacto
Competencias
Applied statistical techniques to interpret complex datasets and support strategic decisions.
Utilized SQL for querying and managing large databases to generate reports and insights.
Designed and maintained dashboards using Excel and Power BI to visualize financial performance.
Prepared financial reports and supported data validation processes for accuracy.
Educacion
Resumen
Analytical professional experienced in financial data analysis and reporting.
Logros Clave
- Developed and maintained dashboards for real-time financial data monitoring
- Standardized data collection processes improving data accuracy and consistency
- Collaborated with cross-functional teams to support decision-making with data insights
Experiencia
EDM Quality Insigther
Review EDM Dispatches: Review of EDM dispatches to identify any discrepancies or faults., Case Analysis: Thoroughly scrub individual cases to pinpoint specific issues., Fault Documentation: Accurately document identified faults and submit them to the monitoring team., Collaboration: Work closely with the monitoring team to ensure faults are tracked and addressed., Presentation Preparation: Prepare and refine PowerPoint presentations to effectively communicate your findings., Team Meetings: Participate in regular team meetings to discuss progress, challenges, and insights.
CTE CLCA
Create PowerPoint presentations and facilitate training delivery., Deliver specialized content to further policy, procedural, and technical knowledge., Build documentation to assist frontline and support groups., Utilize previous roles to improve frontline and supporting group experiences., Create and deliver Audio-Visual content focusing on ORG improvement areas, through the Dell Technical University program as a professor., Translate communications, documents, and ORG content to Spanish for global delivery., Bilingual Delivery of specialized training and content in real-time and offline., Data analyst for tech support ORG – focused on search and provide training improvement areas for frontline and centralized tech support agents (L1 & L2's)
L2 Technical Support Engineer
Provide real time technical assistance to worldwide technicians on multiple Dell systems., Participate in weekly meetings regarding policy and procedural updates and technical advances., Review and approve necessary repairs submitted by frontline agents., Review and approve escalation request to engineering teams., Coaching and training to new and frontline agents., Lead training sessions for frontline-facing roles to improve experiences with the CTE role and provide guidance as necessary.
Technical Support Engineer
Handle incoming calls to resolve customer complaints and concerns requesting technical support., Ability to drive customer satisfaction, resolution metrics and strong case management and ownership., Perform call analysis and provided technical support and development to improve call taking and overall performance., Evaluate and respond to incoming customer and agents requests through chat platform for technical support assistance., Technically proficient to be able to understand, isolate and help resolve the issues reported., Coaching and real time assistance to L1 agents on customer guidance/technical issues., Team lead backup involving team assistance, guidance, case scrubs and feedback.
Universal support agent
Handle a high volume of inbound calls (75-100 calls per day)., Provide account maintenance, problem-solving and troubleshooting in a high-volume call center., IP phones and small call centers revision and maintenance., Manage customer relationships by performing the full range of customer service functions., Use negotiation and problem-solving skills to resolve customer concerns.
Site backup administrator
Customer Service, Computer systems diagnosing and repair., Social Media Management (Hi5, Facebook and MSN management)., Sales and inventory organization.