Data Analyst (Entry Level) with 6+ years of experience across BPO operations, quality assurance, and team leadership, focused on transforming operational data into actionable insights.
I progressed from Customer Service Representative to Senior Quality Analyst and Team Leader, building strong expertise in reporting, performance analysis, and data-driven decision-making.
As a Team Leader, I led teams of 15–22 agents and managed key operational KPIs, including AHT, CSAT, FCR, QA Score, ACW, Response Rate, Attrition, and Issue Resolution.
I specialize in Advanced Excel for analytics, including Power Query, Power Pivot, DAX, dashboards, and automated reporting, supporting performance tracking and continuous improvement initiatives.
My experience is strongly aligned with reporting and workforce analytics, including performance tracking, productivity analysis, and operational data monitoring.
Currently transitioning into a Data Analyst role, expanding my skill set in Power BI and SQL, and open to remote (international or national), hybrid, or on-site analytics-focused opportunities.
Languages: Spanish (Native) | English (C1) | Portuguese (A2 – in progress)
