Este é o meu perfilContato pela CazVidEste perfil está escrito em inglês
Luis
Customer Care Specialist
Contato
Competências
Utilized statistical tools and techniques to interpret complex datasets for actionable insights.
Created reports and dashboards for stakeholders using Excel, Tableau, or Power BI.
Managed SQL databases for storing, retrieving, and updating financial data.
Applied Python scripting for automating data processing tasks.
Prepared regular reports analyzing financial trends and anomalies.
Formação acadêmica
Resumo
Data Analyst with a strong background in financial metrics, dashboard creation, and process automation.
Principais conquistas
- Developed and maintained dashboards to visualize key financial metrics, improving decision-making efficiency
- Automated data collection processes, reducing report generation time by 30%
- Led data validation and quality assurance efforts across multiple projects
Experiência
Customer Care Specialist
Provided technical and billing support to Sprint wireless customers in a high-volume call center environment., Supported overdue account resolution, guided clients through payment plans, and ensured SLA/ KPI compliance., Assisted in onboarding and training new agents on call flow, policy application, and CRM systems., Developed strong rapport with clients during sensitive financial recovery conversations.
Operations Supervisor
Managed a team of 20+ agents working on collections and customer care for PayPal, focused on driving revenue and account resolution., Led a team of 20 CSRs focused on B2B loan collections and customer service for PayPal accounts., Reduced dispute escalations by 20% through coaching on empathy and policy reinforcement., Partnered with QA, Workforce, and Analytics teams to improve SLA performance and reduce handle time., Delivered performance snapshots and escalation reports to senior management weekly.