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Jose
Data Analyst with 5 years of experience in finance and consulting
Contacto
Competencias
Applied statistical and data analysis techniques to interpret complex datasets and support business insights.
Utilized Excel, Tableau, and Power BI for creating dashboards and visual reports to communicate data insights.
Built financial models to evaluate investment opportunities and optimize resource allocation.
Managed and coordinated multiple data projects ensuring timely deliverables and stakeholder engagement.
Educacion
Resumen
Data analyst with a proven track record of delivering actionable insights through data collection, analysis, and visualization within finance and consulting domains.
Logros Clave
- Developed comprehensive financial models to support strategic decision-making.
- Led data collection and analysis projects that improved reporting efficiency.
- Collaborated with cross-functional teams to implement data-driven solutions.
Experiencia
Senior Technical Support L2
Manage a wide range of customer inquiries, providing technical solutions with high accuracy and ensuring customer satisfaction., Serve as a key contact point for escalated technical issues, collaborating with Product and Engineering teams to deliver timely resolutions., Monitor and analyze support metrics, identifying trends that lead to process improvements and preemptive issue resolution., Update and manage technical documentation, contributing to best practices and standard operating procedures to streamline support efforts., Utilized CRM platforms such as Jira and Freshdesk for ticket management, issue tracking, and cross-functional collaboration.
Customer Service Representative
Efficiently handle incoming calls and email requests, providing detailed explanations to clients and offering tailored solutions., Schedule and coordinate service appointments for clients, factoring in job type, technician availability, and geographical logistics., Engage in active listening to resolve issues effectively and diffuse frustrated clients, improving customer retention and satisfaction., Maintain accurate and detailed records in the CRM system, enabling seamless follow-up and future customer support.
Tech Support Level 2
Provided advanced technical support for a wide array of telecommunication systems, including SIP and PSTN technologies., Analyzed network and phone hardware issues, diagnosed and troubleshooted problems for clients with over 100-seat setups., Used Kibana logs to isolate issues related to SIP signaling and other network components, ensuring prompt escalation to Tier 3 if required., Led complex troubleshooting sessions for escalated tickets, enhancing resolution times by 20%., Leveraged Salesforce CRM for managing customer interactions, logging technical cases, and maintaining a structured support workflow.
Technical Support Specialist
Collaborated with cross-functional teams to support the delivery of digital projects for global clients, handling technical escalations., Drafted comprehensive technical reports and presentations, providing valuable insights and trends to project stakeholders., Assisted in resource planning and task management for projects, ensuring timely project completion and alignment with client expectations., Spearheaded improvements in internal processes, enhancing communication between development teams and technical support.