Roman - Data Analyst with 5 years of expertise in financial services

Extensive experience analyzing large datasets to extract actionable insights.

Proficient in writing complex queries for data extraction and manipulation.

Expertise in creating advanced spreadsheets, formulas, and macros for data processing.

Experience designing dashboards and visual reports using tools like Tableau.

Provide technical support for customer services, including home internet, phone, and TV setups, as well as device configuration., Manage offline tasks such as report generation, queue monitoring, and floor support for colleagues., Deliver clear and empathetic communication to ensure positive customer experiences.

Managed queue operations, ensuring timely and effective resolution of technical issues., Led and mentored a team of support analysts, fostering collaboration and accountability., Handled escalations, outages, and critical incidents with professionalism and urgency., Created and maintained a detailed knowledge base to enhance service quality and efficiency.

Delivered bilingual (English/Spanish) technical support for postpaid mobile accounts., Assisted customers via chat and phone, resolving service issues and providing product information., Scheduled in-store appointments to enhance customer engagement and sales opportunities.