Professional Business Analyst

Jul 2016 - Present

Manage and update daily, weekly, and monthly dashboards for Operations and Clients to ensure local and global sites adhere to SLA/SLO standards. Streamlined reporting processes by decreasing file sizes and improving data visualization. Serve as Point of Contact for team weekly updates and HR/CnB concerns. Awarded Top Performer for Q3 of 2016.

Senior Customer Service Representative

Dec 2010 - Jul 2016

Acted as Point of Contact for Break Adherence and KPI Standing Analyst, assisting Management with historic data reports and daily tasks. Worked as Outbound Telesales Representative (Travel Account) and Customer Care/Collections Specialist (Banking Account). Mentored new hire/abay agents and maintained a perfect QA record for 2012.

Customer Service Representative

Aug 2008 - Feb 2010

Managed orders for a major US department store using DOS systems and executed up-selling strategies. Assisted US customers with electric utility enrollment involving credit verification via Experian and Equifax. Processed customer satisfaction recordings for a North American food brand.

Manager / Part-Owner

May 2006 - Aug 2008

Managed daily operations, inventory, and sales for a local retail business.