Andres Pombo
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I turn data into actionable insights that become knowledge to make important decisions | Fascinated in visualizing social, consumer, and popular trends
Bogota D.C., Colombia
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Jobs
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Senior Member Care Specialist public Remote experienceCredit SesameJan 2024 - Current (1 year 6 months)As a Senior Member Care Specialist, I delivered exceptional customer support by managing requests via chat, email, and phone, providing tailored solutions to meet individual needs. I collaborated with the fraud department to identify and address fraudulent activities, ensuring both customer and company security. Additionally, I maintained an updated Excel file with delinquent accounts and utilized Zendesk as the main CRM platform to communicate with customers and track interactions. I provided onboarding training and mentorship to new hires, fostering their development and aligning them with company standards. Furthermore, I directed process improvements, resulting in increased customer satisfaction and enhanced service levels. I also manag- Member Care Specialist public Remote experienceCredit SesameJun 2022 - Mar 2024 (1 year 10 months)Delivered exceptional customer support by managing requests via chat, email, and phone, providing tailored solutions to meet individual needs. Collaborated with the fraud department to identify and address fraudulent activities, ensuring both customer and company security. Maintained an updated Excel file with delinquent accounts and utilized Zendesk as the main CRM platform to communicate with customers and track interactions. Provided onboarding training and mentorship to new hires, fostering their development and aligning them with company standards. Furthermore, directed process improvements, resulting in increased customer satisfaction and enhanced service levels. Managed social media and app reviews, addressing customer concer
- XSolutions SpecialistXperigoJan 2021 - Dec 2021 (1 year)Handled customer requests from the client base for roadside assistance by understanding and resolving automotive concerns and program-associated inquiries. Worked with top technologies and systems to provide resolutions and constantly communicated with colleagues to provide better customer service across the organization. Arranged required service through AAA and exceeded key performance targets. Additionally, utilized Microsoft Excel to maintain an updated list of clients and track the number of services required throughout the year. Employed Zendesk as the CRM platform to document interactions, send emails, and answer calls, ensuring efficient communication. This role also involved cross-selling opportunities, as each interaction
- Bilingual Customer Service Advisor English & SpanishSutherlandJan 2020 - Dec 2021 (2 years)Delivered exceptional service and solutions to customers through social media, emails, and inbound calls in a high-energy environment. Determined customer resolution needs by utilizing established questions and answer techniques, while branding and representing the client in a friendly and welcoming manner.
- Seneca Markham Fitness Centre AttendantSeneca CollegeJan 2019 - Dec 2020 (2 years)Provided a well monitored and safe environment including equipment, fitness area, cleanliness, and correct behaviours of participants. Responsible for Fitness Centre Membership sales and usersā database, utilizing Microsoft Excel to effectively track client information, equipment services, and payment records, ensuring accurate and efficient management of membership data.
- SSales RepresentativeSinglePoint Group International IncJan 2018 - Dec 2019 (2 years)Built sustainable relationships with customers and seized opportunities to sell products when they arise. Handled customersā inquiries and updated records accurately, while maintaining professionalism and representing clients in a friendly and welcoming manner. Additionally, utilized Zendesk as the primary CRM tool to manage customer interactions, resolve inquiries, and send follow-up emails, ensuring a seamless communication process. This platform also facilitated receiving and making calls, enhancing overall customer service efficiency.
- Data AnalystDireccion General de Sanidad MilitarJan 2016 - Dec 2017 (2 years)Condensed large data from the National Drug Price Information System into actionable information to monitor the execution of the drug contract at a national level. Created market studies, price projections and communicate findings to clients for decision-making. Key Accomplishments: Collaborated with the Price Committee and Technical Scientific Committee team to support decision-making by validating data.
- Business Intelligence AnalystMerckJan 2015 - Dec 2016 (2 years)Responsible for the monthly Business Report, including reports for all the stakeholders and clients. Built data visualization dashboards to support the entry of new products through the elaboration of market studies. Forecasted sales information and prescriptions for the different levels within the organization. Key Accomplishments: Responsible for providing training to sales representatives and managers on the interpretation and management of KPIs.
Education
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- Certificate, Data Analytics & VisualizationUniversity of TorontoJan 2021 - Dec 2022 (2 years)- Python: Python 3, NumPy, Pandas, Matplotlib, API Integrations - Databases: PostgreSQL, MongoDB - Web Tech and Data Visualization: Tableau, HTML5, CSS, Bootstrap, Javascript, D3.js, Geomapping with Leaftlet.js - Machine Learning: Supervised, Unsupervised, and Deep Learning
- SPostgraduate Certificate, Marketing managementSeneca PolytechnicJan 2019 - Dec 2020 (2 years)
- UBachelor's degree, Business, Management, Marketing, and Related Support ServicesUniversidad del RosarioJan 2011 - Dec 2016 (6 years)
- High School Diploma, High School/Secondary Diploma ProgramsRochester SchoolJan 1995 - Dec 2009 (15 years)
Projects
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- AAdventure CyclesUsing PowerBI to track KPIs, compare performance, analyze trends, forecasts and identify valuable customers.
- CCredit Risk AnalysisApplied different techniques to train and evaluate models with unbalanced classes using supervised Machine Learning.
- AAmazon Vine AnalysisUsed PySpark to perform an ETL process to extract, transform, and load the data into PostgreSQL. Finally, used Pandas to analyze the data and discovered that positivity bias exists in the paid reviews.