Experience

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  Telus

  Dec 2012 - Oct 2016

  Technical support representative

  • Help customers identify and resolve problems with products by phone, through e-mail or chat.• Escalate complex problems to appropriate staff member or department.• Guide customers through the installation and updating of software and hardware.• Assisting management with manuals, new hires training and back office operations.

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  Hanesbrands inc.

  Oct 2016 - Aug 2020

  Experience managing a team of 21 technicians & highly focused on cross functional team process improvement.Responsibilities:• Troubleshoot data integrity errors to ensure that supply chain systems are working correctly.• Coordinate & facilitate all data sources with other functional areas to properly feed supply chain systems.• Create, maintain & promote business relationships across several functional areas to guarantee promptly resolutions.• Review, prioritize, schedule work assignments & monitor work flow in order to meet production requirements and customer needs across several business lines.• Serve as a backup for the corporate offices team leader & assist establishing standards and policies.• Generate daily reports measuring efficiency, quality & lead time of multiple teams around the globe.• Direct responsible of team training. Management of the creation and maintenance of procedural & training manuals.• Primarily liaison between Data Technicians and Product Development personnel.• Secondary liaison between in region Product Development/Master Data needs and the corporate offices.• Provide technical support to regional users on how to use or query systems properly.Achievements:• Increased the team monthly Quality KPI by 8.1% (currently at 98%), as a yearly trend.• Reduced the effective time it takes for New Hires to both complete their learning curve & maintain an acceptable AQL by 50%.• Reduced the turnaround time of assigned workload Queues by up to 2 days, which enables shipping critical goods on time & avoids air shipping ($).•Enabled flexibility on processing workload assigned to 3 teams around the globe by personally executing & following through a cross training between two teams from different countries.• Increased the scope, influence and impact the Data team holds on upstream and downstream processes by actively participating in plannability meetings. Show less Analyze, load and maintain the core data to support Supply Chain databases. Responsible for compiling and validating all necessary information from other key business functions.Achievements:• Developed tools to facilitate technicians daily tasks, reducing the processing time of some tasks up to 80%.•Developed & implemented the first reporting database for the DF team, allowing to measure efficiency & react to key performance issues via daily and weekly reports. •Generating KPI reports for Management across 4 different countries. In addition, managed Ad-hoc reporting needs for Management.•Assisted Management in the creation and maintenance of procedural and Training manuals as well assisted with training programs. Show less

  • Data Analyst Supervisor

    Mar 2018 - Aug 2020

  • Data Analyst

    Oct 2016 - Mar 2018
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  Teleperformance

  Oct 2020 - Sept 2021

  • Manage a team of 4 Analysts.• Manage through MIS, WFM and TA and any other participating area to assure that the daily inputs of information are accurate and on-time so that all TA reporting is correct and on point.• Processing, cleansing, and verifying the integrity of data used for analysis.• Enhancing data collection procedures to include information that is relevant for building analytic systems.• Supervise efficient working of all TA Business Intelligence projects and analyze requirements and perform appropriate tests.• Analyze all complex data and identify requirements for business enhancement in TA.• Monitor work of the Business Intelligence team and ensure an effective implementation of all Information projects to achieve all client objectives.• Creating automated anomaly detection systems and constant tracking of its performance• Doing ad-hoc analysis and presenting results in a clear manner either by recurrent, one-time reporting or on meetings to different audiences from Managers to C-Levels. Show less • Supervise TA Daily Report per areas (Telerecruitment, Recruitment and Selection).• Set and analyze recruitment quality, database and selection process effectiveness, recruitment Cost Per Hire, Attrition.• Analyze TA Specialists performance and transmit according suggestions for improvement.• Collect TA metrics analysis and monthly revision.• Send TA Daily Kick Off information on a daily basis.• Provide feedback to coordinators and specialists on performance and efficiencies.• Execute the calculation of monthly recruitment goals.• Execute calculation of TA specialist’s bonus and ranks. Show less

  • Regional Business Intelligence Coordinator

    Apr 2021 - Sept 2021

  • Analytics Specialist

    Oct 2020 - Apr 2021
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  Hodinkee, inc.

  Sept 2021 - Mar 2024

  Analytics engineer

  • Transform raw data into usable output data sets that can be used to design dashboards and key metrics that will drive insights for key decision-making.• Optimize Snowflake credit consumption and utilization for DBT, Fivetran & Domo/Tableau.• Optimize Fivetran MAR usage by keeping schemas clean with just the needed data for transformations.• Create and maintain documentation for datasets and dashboards.• Update current dashboards, integrating any data changes that may impact reporting.• Design data sets so that they are easy to use and easily integrate with the data warehouse.• Respond to tickets submitted through Zendesk for new reporting or reporting changes.• Manage reports that are emailed or viewed through URL to ensure data remains up-to-date and links/emails stay relevant.• On-board, train & communicate to all Domo/Tableau users when changes occur.• Develop and maintain reports needed for key meetings: weekly manager meetings, investor meetings, quarterly reporting, etc.• Set up exception based reporting so that any data changes that impact reporting are caught right away.• Work closely with Data Scientist to design datasets ready for predictive analysis.Achievements:• Identified cost optimization opportunities for Snowflake/Fivetran/Domo & successfully implemented changes, resulting in savings of approx. $100k/year (55% of their original budget). Show less

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  Power support partners, inc.

  Mar 2024 - now

  Analytics engineer & data product owner

  • Manage workload for direct reports.• Analytics Engineer: Transform raw data into actionable datasets, design dashboards and develop key metrics to support data-driven decision-making. Optimize data models for consistency and performance.• Data Product Owner: Manage the lifecycle of data products, from defining requirements to delivery, ensuring data quality and usability. Collaborate with stakeholders to align data solutions with business needs and foster user adoption through training and documentation. Show less