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Javier
Customer Specialist - Team Lead
Contato
Competências
Applied statistical techniques and data visualization to interpret complex datasets.
Created detailed spreadsheets, pivot tables, and macros for data processing.
Conducted primary and secondary research to gather market intelligence.
Supervised and mentored junior analysts in project activities.
Designed reports and dashboards to communicate key insights to stakeholders.
Formação acadêmica
Resumo
Analytical professional with 3 years' experience in data interpretation, visualization, and team management within the market research domain.
Principais conquistas
- Developed customized dashboards for real-time data visualization.
- Led a team of 4 analysts in large-scale market analysis projects.
- Streamlined reporting processes, reducing turnaround time by 20%.
Experiência
Customer Specialist - Team Lead
Assisting guests with managing reservations, processing payments, and travel inquiries., Leading a remote team between 15-20 agents, coaching the team, delivering meetings, handling escalations, analyzing KPIs like customer satisfaction, booking accuracy, average talk time, and managing scheduling, training, quality assurance control by evaluating calls and compliance.
Back Office Specialist - Emails
Handled client email support, analysis of damaged orders, process refunds, replacements and general inquiries., Collaborated with warehouse department to ensure issue resolution and delivery successful., Maintained high standards of written communication, analytical mindset and process compliance.
Customer Experience Support - Inbound calls / Chats (Trainer Assistant)
Assisted clients with billing questions/issues, plan upgrades, technical data issues and service changes via inbound calls and chats., Assisted a trainer by helping train new agents, sharing details of the product, analyzing KPIs and improving their performance to reach expectations and goals., Live monitoring and listening of recorded calls.