Analista de datos

• Jan 2023 - Present

In charge of developing staff schedules, collecting staff performance data and customer feedback data, reviewing and analyzing relevant data to identify problem areas, and preparing workforce analysis reports.Improving different areas of the company by creating automated reports or tools to make their job easier.

Customer Service Supervisor

• May 2021 - Dec 2022

Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback.Strategizing and monitoring the daily activities of customer service operations.Assisting with the development and implementation of service policies, and explaining these to staff and customers.Maintaining documentation pertaining to customer service department activities.Providing support to Shift Managers updating KPI´s, schedules and reporting, any other documentation needed. Show less

Workforce Management and Reporting

• May 2019 - Apr 2021

Forecasting call volume and incidents for different departments.Assign schedules based on forecast and head count available.Managing on a day-to-day basis, in case of unexpected rises in contact volumes or absenteeism.Organising data in to usable formats.Developing, implementing and mantaining diffent dashboards.

Accounts Receivable Team Lead

• Jan 2018 - Apr 2019

Overseeing over 1,000 stores to ensure payments and a healthy cash flow.Guiding the team to ensure that all accounts receivable processes were followed correctly. Creating reports and kpi´s for management. Helping management to take decisions regarding AR cases.

Análista de Cobros y Créditos

• Nov 2016 - Dec 2017

Handling a large amount of data of our customers and analyzing their credit status to reduce exposure and avoid money losses.Creating reports about the status of the accounts receivable department.

Accounts Receivable Clerk

• Aug 2015 - Oct 2016

Answering Inbound calls from customer and resolving their doubts about their account status, invoices, shortages or payments.Making outbound calls to collect payments.Manage over 300 accounts and keeping their books clean. Following up with sales and other departments to provide assistance to our customers.

Customer Services Agent

• Oct 2014 - Jul 2015