Carlos Diego L.

Operations Analyst at LIONEL HENDERSON, INC.
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Contact Information
us****@****om
(386) 825-5501
Location
Germantown, Maryland, United States, US
Languages
  • English -
  • Spanish -

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Credentials

  • Google Data Analytics Professional Certificate
    Coursera
    Jan, 2022
    - Nov, 2024
  • Process Data from Dirty to Clean
    Coursera
    Aug, 2021
    - Nov, 2024
  • Prepare Data for Exploration
    Coursera
    Jul, 2021
    - Nov, 2024
  • Ask Questions to Make Data-Driven Decisions
    Coursera
    Jun, 2021
    - Nov, 2024
  • Foundations: Data, Data, Everywhere
    Coursera
    May, 2021
    - Nov, 2024
  • Latin American Culture
    Coursera
    Oct, 2014
    - Nov, 2024

Experience

  • LIONEL HENDERSON, INC.
    • United States
    • Government Administration
    • 1 - 100 Employee
    • Operations Analyst
      • Oct 2015 - Present

      Lead data analysis for NFIP Direct, a FEMA (Federal Emergency ManagementAgency) flood insurance claims center.Extract, transform, and load omnichannel data from NICE WorkforceManagement to Excel.Present insights to management using various visualization methods.Monitor Key Performance Indicators. Recommend workforce optimizations. Assess, monitor, and manage Service Level Agreements. As a result, 90% ofclaimants provided positive survey.Identify and promote training opportunities to claim representatives for programand industry knowledge.Act as Operations Manager when needed. Show less

    • Customer Service Representative
      • Oct 2010 - Oct 2015

      Responsible for providing a single source of information in the English and Spanish language for customers inquiring about their flood insurance policy.Leverage best practices to ensure responses are managed within designated service levels and compliant with legal requirements.Resolve complex issues by utilizing proprietary software and product specific knowledge base. Accordingly, efficiently escalate issues to management.Maintain job knowledge by reviewing industry bulletins, participating in educational opportunities, and personal development. Show less

Education

  • Frostburg State University
    Bachelor of Science, Political Science
    2004 - 2007
  • Frostburg State University
    Bachelor's degree, Political Science and Government
    2003 - 2007

Community

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