Data and Quality Analyst

Developed and maintained data analysis solutions, including Power BI and Tableau dashboards and reports, to monitor KPIs, identify trends, and support operational decision-making. Designed automation workflows to streamline repetitive tasks, improve reporting accuracy, and reduce manual effort in customer service operations.

Implemented and managed SharePoint solutions to centralize documentation, improve collaboration, and ensure access to quality and performance data. Conducted quality evaluations of customer interactions, provided constructive feedback to representatives, and partnered with teams on training and process-improvement initiatives.

Conducted thorough quality evaluations of customer interactions to ensure adherence to quality standards and identify opportunities for service improvement.

Delivered performance feedback to customer service representatives, highlighting strengths and development areas. Collaborated with operational teams on quality initiatives, training programs, and process enhancements to improve customer service delivery and efficiency.

Provided prompt and professional customer assistance through phone, email, and chat channels, resolving inquiries and issues while ensuring accurate information delivery.

Used internal systems and databases to manage customer information, process orders, and update account details. Consistently followed company policies and service standards to maintain customer satisfaction and resolve issues efficiently.

Data Analyst Technician program.

English training focused on service center communication.

Completed secondary education.