Negrete - Data Analyst with 5 years of experience in market research and reporting

Performed complex data analysis to extract insights for business strategies.

Created visual reports and dashboards to facilitate data-driven decisions.

Utilized SQL for querying large datasets and automating data extraction.

Developed complex spreadsheets and models to support analysis and reporting.

Manage call center workforce operation to ensure the team is delivering high level customer service to our customers., Provide leadership, motivation and recognition and encouragement to positively impact overall team morale and performance., Performs in-depth analysis and makes recommendations into key performance metrics to identify strengths, weaknesses, opportunities and threats to team performance objectives., Responsible for monitoring the call queue, tracking inbound calls and forecasting to ensure adequate staffing levels are scheduled to handle elevated call periods to meet our service requirements., Monitor queue for call volume patterns and trends. Provide updates throughout the day to management team., Report system outages to the director and management team. Open ticket with help desk and assist with resolving issue., Forecasting call volume based on historical data and call arrival patterns., Provide productivity stats to Call Center Supervisor and Manager.

Responded to and handled customer complaints and inquiries in a timely manner, Maintained a polite and professional telephone manner, Developed personal organization and multitasking skills in a fast paced environment, Maintained attendance expectations, Maintained expectations regarding call quality and resolution time, Multi-tasked systems while providing service and resolving customer issues, upgrades, etc., Performed quality assurance and reported incidents/errors to Supervisor.