Experienced Data Analyst skilled in business intelligence, data visualization, and statistical analysis.
Utilized SQL for querying databases to extract and manipulate data for analysis.
Created dashboards and charts using tools like Tableau and Power BI to communicate insights.
Performed statistical tests and models to interpret large datasets and support decision-making.
Developed complex spreadsheets for data management, analysis, and reporting.
AT&T INC. 24.7.ai
Provided specialized telephone support in billing and sales for AT&T customers in the United States., Managed complex billing inquiries while implementing effective retention and upselling strategies for customers seeking service reductions., Analyzed billing inquiries and resolved discrepancies with accuracy and regulatory compliance., Implemented effective retention strategies through presentation of service alternatives and available plans., Advised customers on service options, available plans, and benefits to maximize customer value., Handled price objections through negotiation techniques and value proposition presentation., Processed service changes, upgrades, and downgrades in AT&T systems with precision., Maintained accurate records of all interactions and service changes for follow-up.
KOHL’S CORPORATION 24.7.ai
Executed inbound telephone support for Kohl’s Corporation, a leading U.S. retail chain., Managed multiple call types including telephone order processing and credit card-related inquiries, serving diverse customer base with consistent professionalism., Processed multiple transaction types: customer orders, credit card inquiries, product information, and account statements., Managed effective communication with elderly customers, demonstrating patience, clarity, and understanding., Resolved credit card inquiries and issues with precision and regulatory compliance., Maintained data entry accuracy and transaction processing in complex systems., Consistently worked in high-volume call environment while maintaining quality standards., Appropriately escalated complex and conflictive situations following established protocols.
SECONDARY EDUCATION DIPLOMA
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Cultural Affairs Department - Universidad Industrial de Santander
Provided cultural guidance and information to international and national clientele., Coordinated implementation of institutional cultural events and activities., Advised visitors on cultural heritage and institutional information., Coordinated institutional cultural events with successful attendance of multiple participants., Demonstrated exceptional intercultural communication skills.
