Experienced data analyst specializing in financial services with a strong background in data visualization, analysis, and programming for decision support.
Utilized SQL for data extraction, querying, and database management in financial analysis projects.
Created dashboards and visual reports with Tableau to facilitate data-driven decision making.
Applied Python for data processing, analysis, and automation tasks.
Conducted quantitative analyses to support financial forecasting and risk assessment.
Teleperformance (COX Communications – USA)
Resolved complex billing discrepancies and provided technical troubleshooting for U.S. customers., Achieved high First Call Resolution (FCR) rates while maintaining above-target Customer Satisfaction (CSAT)., Identified upselling opportunities, converting leads into product sales to boost company revenue., Delivered professional multichannel support (phone, chat, email) in a fast-paced remote environment.
Telus International (Telus Communications – Canada)
Provided accurate billing breakdowns and resolved disputes for Canadian customers., Promoted upgraded packages, achieving consistent sales conversion and customer retention rates., Troubleshot internet, TV, and CCTV systems to ensure timely service restoration., Leveraged CRM and ticketing systems to streamline customer interactions and case follow-ups.
Conduent Guatemala
Supported guests during urgent flight cancellations, rescheduling, and travel disruptions., Generated additional revenue by upselling and selling flights and transport packages., Ensured seamless travel-to-cruise experiences through proactive customer communication., Maintained service quality under pressure by resolving time-sensitive travel concerns efficiently.
Industrial Electricity Technician
Middle School
Elementary Education
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247 A.I
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ICS Nicaragua, Sitel Nicaragua, Accedo Technologies, Allied Global
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