Ricardo Fajardo Customer success, BI and Data analyst

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Data Analyst

TactFirm

Sep 2024 - Feb 2025 (6 months)

As a Data Analyst, I was responsible for analyzing complex datasets to derive actionable insights that informed business decisions. I collaborated with cross-functional teams to ensure data integrity and accuracy while developing reports that highlighted key performance indicators. Additionally, I took the lead on the optimization project within the data team, which enhanced our analytical processes and improved overall efficiency. This experience in project management allowed me to effectively coordinate tasks and timelines, ensuring that our data initiatives aligned with the company's strategic goals. Furthermore, I applied account management skills by managing the earnings of several dispensaries, driving their success through data-drive

Monitoring and support associate

Dlocal

Mar 2023 - Jun 2024 (1 year 4 months)

As a Monitoring and Support Associate, I was responsible for overseeing system performance and ensuring optimal functionality across various platforms. My role involved providing timely support to users and troubleshooting issues to maintain service quality. Additionally, I utilized BI (Business Intelligence) tools to analyze trends and data from different sources, which enabled me to provide insights and data-driven decisions. This included predicting customer behaviors and calculating spending patterns, as well as implementing strategies to reduce the impact of gateway downtimes, thereby enhancing overall operational efficiency. Throughout my tenure, I also leveraged various tools such as Gmail, Calendly, and Google Calendar to streamline

Workforce analyst

Teleperformance Spain

Jun 2021 - Dec 2022 (1 year 7 months)

- Conducted real-time analysis of workforce metrics, including interval line occupancy, staffing levels, and KPI efficiencies, to optimize operational performance. - Verified and uploaded payroll information, ensuring accuracy and compliance with company standards. - Collaborated with BPO customers to align service level agreements (SLAs) and key performance indicators (KPIs), fostering strong partnerships and operational success. - Extracted and transformed data for further analysis by Account Managers and Senior Account Managers, enhancing decision-making processes. - Employed strategic planning skills to ensure optimal staffing levels, contributing to a healthy operational environment. - Utilized Salesforce CRM for various interacti

Customer service representative

Teleperformance Spain

Sep 2020 - Jun 2021 (10 months)

- Provided bilingual customer service and sales support for UPS and DoorDash, ensuring a high level of customer satisfaction and effective communication. - Served as an ad-hoc supervisor for two months at Teleperformance, where I gained valuable leadership experience, even though the company ended relations with the client and I was subsequently transferred to another client. Additionally, I acted as an interim team lead for a customer service team, further enhancing my leadership skills and ability to manage team dynamics effectively. - Engaged in chat support to assist customers with inquiries and issues, enhancing the overall customer experience through timely and effective communication.

Customer service representative

Accedo Technologies

Oct 2017 - Dec 2018 (1 year 3 months)

- AT&T chat sales.

Ricardo Fajardo

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Ricardo Fajardo