RPM Analyst

• Jul 2023 - Present

Analista de datos

• Mar 2023 - Jul 2023

- Análisis de datos históricos mediante consultas SQL - Generación de reportes dirarios de distintas métricas - Presentación de resultados y propuestas de mejora - Creación de Dashboards en Tableau - Análisis de datos históricos mediante consultas SQL - Generación de reportes dirarios de distintas métricas - Presentación de resultados y propuestas de mejora - Creación de Dashboards en Tableau

Recruiting Processes Improvement Analyst

• May 2021 - Apr 2022

- Audit all the Recruiting processes and define improvements. - Propose new ERP features to automate processes. - Interact with the Recruiting Managers and Leaders to ensure correct execution of the processes. - Assist the Head of Recruiting in executing audits. - Carry out daily reviews of the Recruiting reports. - Audit all the Recruiting processes and define improvements. - Propose new ERP features to automate processes. - Interact with the Recruiting Managers and Leaders to ensure correct execution of the processes. - Assist the Head of Recruiting in executing audits. - Carry out daily reviews of the Recruiting reports.

Android Developer

• Oct 2020 - May 2021

Head of Subsidiary for Microsoft SAM & C

• Feb 2018 - Oct 2020

- Outsourced work for Microsoft Corporation in brand software anti-piracy campaign.- Account executive for different subsidiaries in Latin America (Brazil, Argentina, Chile, Puerto Rico, Dominican Republic, Uruguay).- Analysis of operational data, through previous SQL queries, for the projection of results and the continuous improvement of the service provided.- Periodic review of processes to adapt them to the dynamic needs of each subsidiary.- Weekly forecasting meetings, presentation of results, and monitoring of operational indicators.- Operational leader in coordination with the call center supervision teams to set the strategies for the quarter/month/week.- In charge of continuous Microsoft software licensing training for teams of 40+ people. Show less

TeleSAM Supervisor Contact Center

• Feb 2016 - Feb 2018

- Supervision of more than 20 call center agents dedicated to different clients from multiple countries. - Coordination and organization of the tasks of the different teams. - Arming and monitoring of operational indicators to achieve the objectives of each service. - In charge of leading periodic meetings with clients (Spanish / English speaking) to show progress and results of the services. - Carrying out performance feedback to each agent and in charge of designing personal motivation strategies for them. - Training of new employees and agents already established for their professional development. - Evaluation of the quality of the telephone attention of my teams in charge. Show less

Report Analyst

• Jan 2014 - Jan 2016

- Historical data analysis of call center calls. - Forecast of incoming calls from each client and design of staffing to attend to them. - Design of reports of operational and quality indicators (Klipfolio, Power BI, Excel).- Analysis of the operational processes of each service for the detection and suggestion of improvements.