Pedro Jose R.

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Customer Service

Bilingual Representative

I provided customer service for U.S. companies, meeting performance KPIs and achieving promotion to supervisor.

Fideval

Data Analyst

I developed a dashboard for the customer service area that allowed the visualization of key metrics such as CSAT and AHT, facilitating the monitoring of operational performance. I standardized customer and investor databases improving the data structure for segmentation and portfolio processes. I carried out data cleaning and validation, including obtaining and verifying tax information, increasing the quality and reliability of the databases.

Dupioni

Payroll Analyst

I managed the calculation and processing of payroll for more than 700 employees, including incidents, overtime, and regulatory compliance. I implemented an optimized payment system that reduced payroll dispersion time from an entire day to just a few hours.

CX & Relationships Analyst

I develop an intelligence dashboard for the Learning & Development (L&D) area, integrating data from multiple verticals to measure impact on key metrics such as CSAT, AHT, SLAs, and operational performance. I analyze the impact of training programs on short-term operational metrics allowing identification of performance improvements and supporting data-driven decision making. I generate compliance reports and provide support for the maintenance and updating of data in the LMS at a regional level.