Sergio - Data Analyst with 3 years of experience in market research

Applied statistical methods and tools to analyze datasets and generate insights.

Created dashboards and visual reports using software like Tableau and Power BI.

Utilized SQL queries for data extraction and manipulation from relational databases.

Conducted research to gather industry data to inform business strategies.

Provided dedicated customer support via chat, utilizing active reading and problem-solving strategies., Provided advanced technical support., Oversaw customers’ requests ensuring a streamlined customer experience.

Assisted the project manager in end-to-end project lifecycle tasks, ensuring adherence to deadlines and budget constraints., Optimized resource allocation, improving task efficiency by 15%., Strengthened cross-departmental communication, reducing project misalignment risks by 20%., Maintained comprehensive project documentation, including plans, reports, and budgets., Developed actionable insights via KPI-driven reporting, supporting strategic decision-making.

Led a dedicated support team for Microsoft enterprise clients, handling inquiries related to software usage, licensing, and account management., Delivered responsive customer service via chat, email, and Microsoft Teams, ensuring timely and accurate resolution of technical and administrative issues., Provided expert guidance on Microsoft Volume Licensing and MCA agreement terms, supporting client understanding and compliance., Oversaw PQRS (Petitions, Complaints, Claims, and Suggestions) processes, streamlining case handling and improving service transparency., Managed escalations with an 85% first-contact resolution rate, reducing turnaround times and boosting client trust., Conducted regular coaching and performance reviews, enhancing agent capabilities and team cohesion., Implemented customer satisfaction strategies, increasing CSAT scores by 18% through personalized support and proactive follow-ups.