Business Intelligence Consultant

• Jan 2019 - Present

Accountabilities: - Design, architect and implement data models and visualizations by understanding the functional needs of the end-user - Tailor reports and functional design by different company roles - Definition of KPIs to be implemented on reports based on end-user interviews and understanding of their needs - Understand business requirements to set functional specifications for reporting applications - Understand current work-flow scenarios and optimize flows, data structures and/or reports for maximum efficiency and accuracy for the end-user - Ensure proper data cardinality, relationships and quality of data in general - Design implement and maintain ETL solutions Show less

Quality Assurance Manager

• Dec 2015 - Jan 2019

Accountabilities:• Main point of contact of client Quality Manager.• Assist regular performance reviews with the client. This includes regular business review and quality review meetings.• Drive and support COPC compliance on the quality related items• Manage and control the quality monitoring process within the project, including evaluation quality, completion, calibration etc.• Manage and drive achievement of transaction monitoring quality targets• Manage and drive achievement of customer satisfaction and Issue resolution• Analyze and drive improvement projects within the project following the DMAIC methodology.• Manage client escalations related to the customer facing processes (correct usage of tools, following of processes, escalation flow etc.)• Manage and drive the correct usage of data and reporting within the project. • Support the development of quality tools ( procedures/handbooks linked to Team meetings, 1-2-1 sessions, Quality reviews etc.)• Point of contact for any escalations related to the tools used in the project • Point of contact for any communication related to the tools used in the project. This includes sharing updates of the tools, assisting regular information meetings and managing feedback.People:• Manage a team of transaction monitoring specialists• Manage a team of reporting analysts Show less

Quality Analyst

• Dec 2012 - Dec 2015

- Give operational and quality support at company level (40+ different projects and departments)- Analyse the quality offered by our projects to ensure it meets our client's and Sellbytel's standard- Analyse SLAs/KPIs and other factors for all the projects and take decisions based on the data analysed- Manage the Non-Confirmities system- Support project management alongside Project Managers- Coordinate actions with the Project Managers- Follow up actions taken by Project Managers and ensure SLAs are met with all our Clients- Prepare for intern and extern audits for ISO 9001:2008 re-cerfication- Prepare and analyse data for COPC re-certification- Conduct all the necessary actions to guarantee COPC re-certification of programs- Backup technical trainer- Create and update business documentation such as standards and procedures- Standardize Quality across company international sites- Execute the Continuous Improvement process through Six Sigma methodology Show less

Customer Service Engineer

• Sep 2011 - Nov 2012

Customer Service Engineer for our Client, a leader company in technology and communication- Provide timed solutions to final customers- Direct contact with client's business structure, inclunding invoicing and supply chain - Debit and credit requests- Direct contact with the supply chain / distribution- Working for following markets: Spain- Mentor for the Spanish team: - Support newcomers to the project with their doubts and assist them with difficult situations - Provide support to colleagues regarding internal and client processes - Deal with difficult customers - Support the whole team when team leader not available Show less

Help Desk Specialist

• Dec 2010 - Sep 2011

Help Desk Specialist for our Client, a leader company in technology and communication- Provide real and concise solutions to final customers- Specialized in iOS products (iPod, iPad, iPhone and iTunes)- Follow up cases and ensure issue has been resolved successfully- Sell support extension plans from the Client

Customer Service Specialist

• Nov 2008 - Dec 2009

- Order processing around 100 faxes and 15 calls a day. - Customer service - Dealing with difficult customers - Problem solving ( returns, short deliveries, alternative products) - SME for specialized products - Contact with salespeople in country - Direct contact with the supply chain / distribution - Working for following markets: Spain - Order processing around 100 faxes and 15 calls a day. - Customer service - Dealing with difficult customers - Problem solving ( returns, short deliveries, alternative products) - SME for specialized products - Contact with salespeople in country - Direct contact with the supply chain / distribution - Working for following markets: Spain

1st level Manager Microinformatics Department

• Aug 2006 - Oct 2008

- Teamwork with other 1st level managers to ensure the whole department meets its monthly targets - Provide the necessary tools and knowledge to sales force to maximize sales - Daily sales and markup analysis - Daily product stock analysis and forecast - Meet brand representatives to ensure a healthy relationship and promote a sustained growth for both parties - Decision making on the stock level, pricinp and markup of all products to ensure monthly target is achieved - Customer service: Second contact when a difficult situation arises in the floor. Make sure a mutual agreement is reached with customer and dispute is settled. - Monthly reports to the head of department with month performance Show less

Intraday trading

• 2007 - 2008