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Roman
Help Desk Analyst (Supervisor)
Contato
Competências
Extensive experience analyzing large datasets to extract actionable insights.
Proficient in writing complex queries for data extraction and manipulation.
Expertise in creating advanced spreadsheets, formulas, and macros for data processing.
Experience designing dashboards and visual reports using tools like Tableau.
Formação acadêmica
Resumo
Detail-oriented Data Analyst with over 5 years of experience in financial services, specializing in data-driven decision support and visualization.
Principais conquistas
- Led data analysis projects to optimize client portfolio management processes.
- Developed dashboards and reports that improved decision-making efficiency.
- Collaborated with cross-functional teams to implement new data collection methods.
Experiência
Sr. Associate Technical Care Support
Provide technical support for customer services, including home internet, phone, and TV setups, as well as device configuration., Manage offline tasks such as report generation, queue monitoring, and floor support for colleagues., Deliver clear and empathetic communication to ensure positive customer experiences.
Help Desk Analyst (Supervisor)
Managed queue operations, ensuring timely and effective resolution of technical issues., Led and mentored a team of support analysts, fostering collaboration and accountability., Handled escalations, outages, and critical incidents with professionalism and urgency., Created and maintained a detailed knowledge base to enhance service quality and efficiency.
Technical Support & Chat Sales Representative
Delivered bilingual (English/Spanish) technical support for postpaid mobile accounts., Assisted customers via chat and phone, resolving service issues and providing product information., Scheduled in-store appointments to enhance customer engagement and sales opportunities.