Jorge - Senior Data Analyst with 8 years of expertise in financial analytics

Proficient in analyzing complex datasets to extract actionable insights using various tools.

Extensive experience writing and optimizing SQL queries for data retrieval and reporting.

Experienced in creating dashboards and visual reports to communicate findings effectively.

Skilled in advanced Excel functions including pivot tables, macros, and formulas for data analysis.

Worked with diverse teams to identify data needs and develop solutions.

Provided policyholders with guidance on health insurance plans, claims, and coverage., Explained benefits, enrollment processes, and compliance regulations., Resolved sensitive issues with empathy and confidentiality., Updated records, handled complex cases, and improved customer journey with cross-team support.

Monitored and audited customer service calls to ensure quality standards were met across multiple clients., Scored interactions based on KPIs and compliance guidelines, identifying trends and coaching opportunities., Delivered tailored feedback to agents and supervisors to boost performance and consistency., Participated in weekly QA calibrations to align scoring criteria and ensure fairness and accuracy., Contributed to process enhancements and reporting based on recurring findings and agent needs.

Developed project plans including timelines, deliverables, and resources., Oversaw execution and monitored progress against budgets., Facilitated communication with stakeholders, including government entities and local communities., Presented financial updates and progress reports to leadership.

Audited financials, reconciled transactions, and resolved billing discrepancies., Managed night operations and assisted guests with special requests., Delivered premium customer support and resolved complaints effectively.

Handled high-volume inbound/outbound customer service calls., Resolved inquiries and technical support issues efficiently., Maintained CRM accuracy and followed communication protocols.