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Andres
Bilingual Customer Service Representative
Contato
Competências
Utilized statistical methods and tools such as SQL and Python to analyze large datasets and generate actionable insights.
Created interactive dashboards and visual reports using Tableau and Power BI to communicate complex data findings clearly.
Conducted surveys and gathered industry data to support strategic planning for clients across multiple sectors.
Led cross-functional teams to deliver analytics projects on time, aligning deliverables with client needs.
Formação acadêmica
Resumo
Dedicated Data Analyst with over 5 years of experience in leveraging data insights to support strategic decision-making. Skilled in data analysis, visualization, and project management, with a proven track record of improving reporting processes.
Principais conquistas
- Conducted comprehensive data analysis leading to improved client insights and decision-making.
- Developed and maintained dashboards that enhanced reporting efficiency for various projects.
- Led training sessions for team members on data visualization tools and techniques.
Experiência
Bilingual Customer Service Representative
Managed complex inquiries regarding billing, data plans, and Tier 1 technical support for a high-demand U.S. market., Maintained a First Call Resolution (FCR) rate above 85%, ensuring customer issues were resolved efficiently without follow-up., Consistently exceeded monthly Net Promoter Score (NPS) and Average Handle Time (AHT) targets., Successfully identified upselling opportunities, increasing the adoption of additional services and products., Specialized in high-stakes customer retention, de-escalating tense situations with professional communication and empathy.
Bilingual Support Specialist
Provided comprehensive bilingual support to international customers exclusively through email and digital channels., Resolved high volumes of tickets related to order tracking, refunds, shipping logistics, and product catalog inquiries., Crafted professional correspondence in both English and Spanish to ensure clear, effective, and brand-aligned communication.