John Ortiz
Operations Associate at Guideline- Claim this Profile
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English -
Topline Score
Bio
Daniel Chikanov
I have had the pleasure of watching John make the career transition from User Operations to Support Operations as a Business Analyst. He brought in an amazing drive to be the best analyst he can be and the passion to help the team succeed. John has also helped us bring so much more clarity in our data models which has ultimately led to many different tableau dashboards that are still being used today to drive data driven decisions, especially across many different teams in the organization. Any company would be absolutely lucky to have John on their team! I look forward to working with him again.
Colin Dyer
John and I worked together for a year at Asana. I was leading the NAMER support team and John was a business analyst supporting my org. I partnered with John on many data analyses and he was really helpful at 2 main things: 1) telling interesting stories/answering questions with data. We partnered on a few projects where John was really great at helping me look at different data tables and sources to help me baseline a solution and operational plan. 2) John led a project where he built manager dashboard in Tableau incorporating data from multiple different data sources, which required him to partner with our ET team to ensure the pipelines were correct. This project entailed John crowdsourcing multiple rounds of feedback from our global manager team and finalizing KPIs and the display to suit our operational needs. John was a fantastic partner at Asana and I would work with him again in a heartbeat. If you're looking for a ambitious data analyst with a strong work ethic who would uplevel the culture and spirit of your team- John would be a perfect fit!
Daniel Chikanov
I have had the pleasure of watching John make the career transition from User Operations to Support Operations as a Business Analyst. He brought in an amazing drive to be the best analyst he can be and the passion to help the team succeed. John has also helped us bring so much more clarity in our data models which has ultimately led to many different tableau dashboards that are still being used today to drive data driven decisions, especially across many different teams in the organization. Any company would be absolutely lucky to have John on their team! I look forward to working with him again.
Colin Dyer
John and I worked together for a year at Asana. I was leading the NAMER support team and John was a business analyst supporting my org. I partnered with John on many data analyses and he was really helpful at 2 main things: 1) telling interesting stories/answering questions with data. We partnered on a few projects where John was really great at helping me look at different data tables and sources to help me baseline a solution and operational plan. 2) John led a project where he built manager dashboard in Tableau incorporating data from multiple different data sources, which required him to partner with our ET team to ensure the pipelines were correct. This project entailed John crowdsourcing multiple rounds of feedback from our global manager team and finalizing KPIs and the display to suit our operational needs. John was a fantastic partner at Asana and I would work with him again in a heartbeat. If you're looking for a ambitious data analyst with a strong work ethic who would uplevel the culture and spirit of your team- John would be a perfect fit!
Daniel Chikanov
I have had the pleasure of watching John make the career transition from User Operations to Support Operations as a Business Analyst. He brought in an amazing drive to be the best analyst he can be and the passion to help the team succeed. John has also helped us bring so much more clarity in our data models which has ultimately led to many different tableau dashboards that are still being used today to drive data driven decisions, especially across many different teams in the organization. Any company would be absolutely lucky to have John on their team! I look forward to working with him again.
Colin Dyer
John and I worked together for a year at Asana. I was leading the NAMER support team and John was a business analyst supporting my org. I partnered with John on many data analyses and he was really helpful at 2 main things: 1) telling interesting stories/answering questions with data. We partnered on a few projects where John was really great at helping me look at different data tables and sources to help me baseline a solution and operational plan. 2) John led a project where he built manager dashboard in Tableau incorporating data from multiple different data sources, which required him to partner with our ET team to ensure the pipelines were correct. This project entailed John crowdsourcing multiple rounds of feedback from our global manager team and finalizing KPIs and the display to suit our operational needs. John was a fantastic partner at Asana and I would work with him again in a heartbeat. If you're looking for a ambitious data analyst with a strong work ethic who would uplevel the culture and spirit of your team- John would be a perfect fit!
Daniel Chikanov
I have had the pleasure of watching John make the career transition from User Operations to Support Operations as a Business Analyst. He brought in an amazing drive to be the best analyst he can be and the passion to help the team succeed. John has also helped us bring so much more clarity in our data models which has ultimately led to many different tableau dashboards that are still being used today to drive data driven decisions, especially across many different teams in the organization. Any company would be absolutely lucky to have John on their team! I look forward to working with him again.
Colin Dyer
John and I worked together for a year at Asana. I was leading the NAMER support team and John was a business analyst supporting my org. I partnered with John on many data analyses and he was really helpful at 2 main things: 1) telling interesting stories/answering questions with data. We partnered on a few projects where John was really great at helping me look at different data tables and sources to help me baseline a solution and operational plan. 2) John led a project where he built manager dashboard in Tableau incorporating data from multiple different data sources, which required him to partner with our ET team to ensure the pipelines were correct. This project entailed John crowdsourcing multiple rounds of feedback from our global manager team and finalizing KPIs and the display to suit our operational needs. John was a fantastic partner at Asana and I would work with him again in a heartbeat. If you're looking for a ambitious data analyst with a strong work ethic who would uplevel the culture and spirit of your team- John would be a perfect fit!
Credentials
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MySQL Data Analysis
Maven AnalyticsAug, 2022- Nov, 2024 -
Thinking Like an Analyst
Maven AnalyticsAug, 2022- Nov, 2024
Experience
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Guideline
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United States
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Financial Services
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200 - 300 Employee
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Operations Associate
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Jan 2023 - Present
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Asana
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United States
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Software Development
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700 & Above Employee
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Business Data Analyst
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Aug 2021 - Nov 2022
- Collaborated with various stakeholders and departments located across the globe to provide data insights in the form of non-technical recommendations and summaries- Supported a global team of 100+ in creating informative dashboards and being a thought partner in new, innovative strategies to drive key business decisions- Built numerous dashboards in-house for our Product and CS team using various BI tools like Tableau and Zendesk to monitor department KPI’s, ticket data, and retention data which reduced development time by over 50%- Performed frequent data validation of our data pipeline which consisted of over 100,000+ results to ensure data accuracy- Converted existing Zendesk Explore Dashboards to Tableau to implement better visualization, drill downs, custom parameters, and customer data- Worked with Project Managers on developing automated dashboards that outlined most requested feature requests and CSAT comments which led to the release of multiple new features- Participated in knowledge transfer and requirement gathering sessions to determine business goals and areas for improvement- Created complex SQL queries using large data sets in Snowflake to automate scripts which increased departmental efficiency and automate repeatable tasks. Show less
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User Operations Analyst
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Mar 2020 - Aug 2021
- Consistently exceeded weekly quota (50+ tickets/day) while managing multiple projects and maintaining an average CSAT over 95%- Assisted customers with questions, feature requests, API documentation, integrations, and bug reports while educating them about best practices for using Asana within their team- Provided technical support to our Enterprise users with configuring and troubleshooting their SAML and SSO credentials- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns- Mentored new hires in providing weekly 1:1's and trainings in order to become a product expert- Liaison between our Product team and Customers in providing detailed dashboard reporting on our ticket data through Zendesk Explore and Tableau- Created documentation for our Technical Support team in outlining step-by-step process to troubleshoot common integration and SAML issues- Managed internal Sandbox accounts and Billing requests through the use of scripts and subscription management software (Recurly and Zuora)- Built out teams first Agent Performance Dashboard to help provide clarity on the impact our agents were making which increased productivity by 30%- Worked with our Engineers to relay bug reports and recommend troubleshooting to our Users in a timely manner Show less
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Shutterfly
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United States
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Software Development
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700 & Above Employee
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Repair & Technical Engineer II for Borrowlenses
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Jun 2017 - Mar 2020
- Accounted for 46% of in-house repairs by a single technician within 1st year- Perform in-house repairs on rental equipment in a timely and cost efficient manner- Communicate with vendors to create RMA request and approve/deny repair quotes- Communicated with customers on outstanding repair bills and technical support through email, phone and chat- Document repair logs that include details of components that were repaired/replaced and overall repair cost- Create, evaluate, and manage department monthly budget through Google Sheets- Collect data from multiple sources to analyze department performance and identify potential areas of improvements- Facilitated with internal departments to provide fast and accurate turnaround time- Provided accurate and in-depth write up's of customer issues after testing- Assisted in creating a Standard Work Procedure to standardize workflow process and improve quality Show less
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Borrowlenses Customer Service Representative
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Feb 2016 - Jun 2017
- Top Performer in handling over 6000 customers and maintaining a CSAT score of above 90% within 6 months- Established and maintained relationships with customers utilizing Oracle Service Cloud ticket program and inContact- Diffused tense conversations with customers in a professional and timely manner- Troubleshooted camera equipment problems, general account issues and website problems- Performed weekly testing on customer facing website for quality assurance and relaying them to our Engineering team via Jira- Worked closely with multiple departments to assist customers needs Show less
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Target
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United States
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Retail
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700 & Above Employee
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Digital Advisor
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Sep 2013 - Feb 2016
- Educated customers and team members on utilizing Target’s digital services to drive sales- Provided 1 on 1 training with employees to effectively utilize Target's growing digital services (Target/Cartwheel Mobile Application). - Effectively keeping up-to-date on latest updates and troubleshooting all of Target’s digital tools, services, and offerings
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Electronics Team Member
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Jul 2013 - Feb 2016
- Provided excellent customer service by identifying products that best suite guest needs - Provided a clean and organized environment for customers - Troubleshooted various electronics product to satisfy guest needs- Managed stock levels on sales floor by locating and pulling items from stockroom - Built strong relationships with customers to increase likelihood of guest reoccurrence
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Education
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2010 - 2015
California State University-East Bay
Bachelor’s Degree, Therapeutic Studies -
2006 - 2010
Mount Eden High School
High School
Community
