Juan - Data Analyst with 5 years of expertise in financial services

Utilized statistical tools and techniques to interpret complex data sets and extract actionable insights.

Designed, implemented, and maintained databases to facilitate data retrieval and storage.

Created interactive dashboards and reports to present data insights to stakeholders.

Prepared detailed reports and analyzed data using advanced Excel functions and features.

Worked with cross-functional teams on multiple projects, ensuring data needs were met.

Supported U.S. law firms by conducting bilingual intake screenings for mass tort and pharmaceutical litigation clients., Guided potential plaintiffs through the intake process, assessed eligibility based on legal and medical criteria, and ensured HIPAA-compliant documentation in CRM systems., Conducted intake interviews professionally via phone and email., Accurately entered case details into CRM while maintaining HIPAA compliance.

Promoted to a specialized back-office role focused on resolving high-complexity billing escalations for mid-sized corporate clients., Managed the full lifecycle of direct billing claims from escalation to resolution, ensuring accuracy, compliance, and customer satisfaction., Investigated account histories, transaction logs, and supporting documents to identify billing discrepancies., Processed adjustments and refunds ensuring compliance with company policies., Proactively communicated with clients to explain findings and resolution timelines., Coordinated with finance, technical support, and account management teams to expedite solutions., Ensured client trust restoration through professional and timely follow-up.

Provided technical support to merchants using Square POS systems, troubleshooting hardware, software, and peripheral issues., Guided customers step-by-step through troubleshooting for various Square POS models., Diagnosed connectivity, payment processing, software glitches, and device integration problems., Documented and managed claims ensuring closure per company policies., Collaborated with engineering and customer success teams for escalated cases., Educated users on best practices to minimize future disruptions., Utilized CRM and ticketing tools to track and communicate case updates., Maintained current knowledge of Square’s hardware and software updates.

Managed customer retention by engaging clients intending to cancel services, negotiating retention solutions, and identifying upselling opportunities., Proactively contacted customers at risk of cancellation to offer tailored retention options., Negotiated and upsold additional products and service enhancements., Maintained professionalism in challenging conversations to minimize churn., Collaborated with internal teams on retention offers and account updates., Documented interactions and outcomes accurately in CRM systems., Consistently met or exceeded retention and sales targets., Provided feedback to improve retention strategies.

Handled high volume inbound sales calls, advising customers on tailored entertainment solutions and managing sales from needs assessment to installation follow-up., Conducted needs assessments to recommend suitable DIRECTV packages., Consistently exceeded sales targets using persuasive communication and consultative selling., Managed objections professionally to convert hesitations into sales., Coordinated service setup and post-installation support., Built and maintained strong client relationships to foster loyalty., Maintained accurate CRM records of sales activities and customer interactions.

Provided technical and billing support to Walmart Family Mobile customers, handling a wide range of inquiries and service requests., Assisted customers with technical troubleshooting for devices and services., Managed billing inquiries and resolved account discrepancies., Processed new activations and service modifications., Supported contract cancellations and plan explanations., Maintained detailed CRM records for efficient follow-up., Delivered empathetic and professional customer service., Escalated complex issues to relevant departments.