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Fernando
Data Analyst with 3+ years of experience in finance and healthcare
Contacto
Competencias
Utilized SQL for querying and analyzing large datasets to generate reports and insights.
Created dashboards and visual reports using tools like Tableau and Power BI to communicate data findings.
Performed complex data analysis, reporting, and automation with Excel functions and macros.
Applied statistical methods to interpret data trends and support business decisions.
Educacion
Resumen
Dedicated data analyst with expertise in transforming data into actionable insights, specializing in finance and healthcare industries.
Logros Clave
- Developed and maintained dashboards, reducing reporting time by 20%
- Led data cleaning initiatives to improve accuracy of financial reports
- Collaborated with cross-functional teams to deliver actionable insights
Experiencia
Technical Customer Service Advisor - Level 3
Assist agents with complex processes and provide guidance when they encounter challenging issues., Handle supervisor and manager calls, addressing escalated customer concerns and ensuring resolution., Continue providing technical support for a wide range of devices, including computers, laptops, mobile phones, tablets, and smart watches., Create issue trackers for new bugs and problems, and generate tickets for engineering to handle complex issues., Play an integral role in a collaborative team environment, sharing expertise to foster growth and development.
Technical Application Support Specialist
Provide Tier 1 technical support to K12 schools and libraries across the US for their Destiny Library Manager system., Assist librarians in managing patron and book records, including digital catalogs., Help with the installation and configuration of Destiny Library Manager in combination with Microsoft SQL., Debug technical issues and work with self-hosted servers to ensure smooth operation of the system., Support and guide users through software upgrades and migrations to newer versions.
Customer Support agent and technical support
Answering 60+ inbound calls daily helping customers with account management for Wireless customers., Assisting with billing questions, phone activation, and network outages., Troubleshooting and assisting customers with the latest Smartphones, Tablets, and Wireless internet devices., Utilized ServiceNow ticketing system to escalate and resolve issues related to Verizon application or authorization, and followed up on outstanding tickets., Employed Remedy ticketing system to escalate technical issues that were not network-related, and ensured timely resolution of these issues.
Customer Support agent and technical support
Answer 60+ inbound calls providing customer service for a New York based Cable Company., Specialized in troubleshooting Television and visual components and assisted with basic home internet troubleshooting., Helping customers with Television and network issues., Documents IT tickets and resolutions provided to customers., Helped with upselling for TV plans and exceeded in upselling bundle solutions to add products and services.
Customer Support agent and dispatch agent
Answer 60+ inbound calls providing essential roadside assistance services to stranded customers, acting as a liaison between customers and third-party towing companies, ensuring timely and efficient service., Handled routine and emergency calls, demonstrating the ability to remain calm and reassuring in high-pressure situations., Effectively managed complex and high-stress scenarios, utilizing professionalism and expertise to provide excellent customer service., Directed customers to local providers when necessary, demonstrating knowledge of local geography and resources.
Customer Support agent and inside sales
Answer 60+ inbound calls helping customers in setting up new service or restoring previous service for a nationwide satellite television company., Effectively communicated with customers, providing clear and concise information on the services available., Exceeded performance targets and achieved a record of accomplishment in upselling customers to larger plans, resolving billing and credit-related issues, and following up on sales leads to generate new business., Consistently demonstrated great sales and customer service skills, receiving recognition for achievements.
Customer Support agent and technical support
Answer 60+ inbound calls providing exceptional customer service, assisting customers with setting up new accounts and providing ongoing technical support., Worked in the retention department to prevent account closures, using effective communication and problem-solving skills to retain customers., Troubleshot built-in radios, Sirius radios, and third-party radios in various settings, including homes, boats, standalone radios, and wireless handheld radios.