Specializes in developing predictive models and designing data pipelines to support strategic initiatives.
Used extensively for modeling, data processing, and automation tasks in various projects.
Applied algorithms such as regression, classification, and clustering to solve business problems.
Developed complex queries and data extraction pipelines from relational databases.
Created dashboards and reports to communicate insights to stakeholders.
Multilimpieza JAM – Cleaning Services Company
Founded and currently manage all operations including customer service, logistics, staff supervision, and sales., Hired, trained, and led a team of cleaners while maintaining high standards of service quality., Implemented operational procedures that improved efficiency and customer retention., Developed marketing strategies that increased the client base and recurring contracts.
Cognizant
Monitored and evaluated over 230 agent interactions monthly to ensure adherence to quality standards., Provided actionable coaching and performance feedback based on evaluations., Participated in calibration sessions with peers, managers, and clients to align QA criteria., Handled escalated customer calls and created performance reports and presentations for stakeholders.
Infosys BPM
Supported first-line agents with customer calls related to billing, plan upgrades, and device issues., Handled escalated and complex customer concerns, providing resolution and guidance., Assisted Team Managers with coaching plans and debriefs for performance improvement.
Diploma
High School Diploma
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Led projects related to data collection, analysis, and model deployment.
Amazon Fulfillment Technologies & Robotics
Analyzed event video footage to identify issues and recommend process improvements., Mentored and developed 15–20 associates per cycle, ensuring performance and product knowledge., Created tools and presentations to track performance and reduce negative customer feedback.
Amazon Web Services (AWS)
Delivered high-quality support on billing, account activation, and service limits to AWS customers., Advocated for customer needs by identifying trends and escalating recurring issues., Acted as team Point of Contact, managed team communications, and supported peers.
Concentrix
Supervised 20+ bilingual agents, focusing on KPI improvement (AHT, QA, Schedule Adherence)., Led coaching sessions, team meetings, payroll, and recruitment tasks., Collaborated on process improvement with other managers and QA teams.
