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Quality and Data Analyst with diverse experience in customer service and process improvement
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Competencies
Utilized Excel and Google Sheets for KPI reporting, data downloading, updating, and analysis in logistics and customer service contexts.
Performed internal process audits, verified compliance with standards, and reported findings to optimize organizational processes.
Provided technical support and customer service at Teleperformance and Concentrix, addressing client needs and maintaining service quality.
Created and uploaded in-game events for mobile games, verifying performance, quality, and profitability.
Demonstrated ability to work effectively within teams and adapt swiftly to changing environments across roles.
Education
Languages
Summary
Experienced in data analysis, quality assurance, and customer service roles with a focus on process improvement and operational efficiency. Skilled in Excel, Google Sheets, and team collaboration, with a proactive approach to problem-solving.
Key Achievements
- Led KPI data analysis for FedEx to support operational decisions and reporting accuracy.
- Conducted internal process audits as QMS Coordinator, ensuring compliance with standards and promoting continuous improvement.
- Managed live event content creation and performance verification for multiple mobile war strategy games.
Experience
Internship: tax auditor
Customer Service representative – AT&T
Quality Agent and CSAT Survey Analyst – AT&T
Mission Control Specialist
In charge of checking and take decisions regarding AHT and queue of the program assigned
Reporting Analyst – Program: FedEx
In charge of downloading, updating and analyzing all data of metric (KPI) reports of the account
QMS Coordinator
Internal process auditor: evaluate and verify that an organization's internal processes comply with established standards, procedures, and regulatory requirements and ensure continuous improvement by reporting findings to management.
LiveOps Associate
In charge of create and upload events (in-game live activities and challenges, including tasks, milestones, prizes and costs), to verify performance, quality and profit, for many war-strategy themed Game apps (Mobile Strike, Game of War, Final Fantasy)