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Work Background
AxenyaData Analytics & Engineering
Jul. 2023 - Jun. 2024São Paulo y alrededores- Implemented an inference model, based on health claims, that allows to segment patients depending on their level of health risk and tags them with the type of diseases they may have, so they can be placed in special care programs. - Merged data and structured analysis using SQL and Google Sheets, in order to measure the impact of different initiatives from the health team, so insights and results could be presented to clients.
- Built and delivered over 15 dashboards in Tableau that help clients to manage health plan usage, prevent fraud, ensure proper usage, make relations between health and habits, and find ways to reduce costs.
- Created data processing pipelines in Tableau Prep to clean and standardize over 3.5M health claims from more than 15 different health insurance companies.
ShopeeData Analytics Senior Associate for Cross Border Latam
Nov. 2022 - Jul. 2023São Paulo y alrededores- Managed the transition of data analytics operations from Mexico, Chile, and Colombia to the newly created Latam Cross Border team in Brazil after Shopee’s local operations closure in Spanish speaking countries.
- Guided the Operations team in strategic decision-making through data analysis and presented insights to senior leadership. Operations team included payments, logistics, customer service, returns & refunds, fraud, and listings.
- Created ETLs using SQL and generated reports on Google Sheets or data visualizations on Looker as needed.
- Developed an optimization model to reallocate logistics volume, reducing costs by at least 10% without impacting coverage or customer satisfaction.
- Analyzed the impact of cancellations, returns, refunds, late deliveries, and customer service issues on customer retention.
- Identified key pain points affecting gross-to-net transactions, including payment issues in offline channels, wrongly set fraud rules and frictions on logistics, that if solved could potentially improve gross to net by 15%
ShopeeCustomer Experience and Workforce Management Data Lead
Apr. 2022 - Nov. 2022Bogotá, Distrito Capital, Colombia- Supervised a team of three responsible for workforce management, customer service real time analysis, and experience data analytics.
- Implemented the Net Promoter Score (NPS) program, correlating data with key business metrics and managing related projects.
- Defined efficiency and experience success metrics, and developed ETLs and dashboards for Shopee's chatbot launch in Spanish-speaking Latam.
- Provided data for a new workforce planning model, saving over 15% of the annual budget.
DiDiCustomer Experience Global Business Insights and Value Generation Senior Analyst
Oct. 2021 - Mar. 2022Bogotá, Distrito Capital, Colombia- Performed cohort analysis for user retention.
- Led an NPS methodology review to improve response rate statistical significance and insights quality.
- Implemented text analytics software with external partners to gather insights from unstructured data.
DiDiCustomer Experience Global Business Insights Analyst
Jul. 2020 - Oct. 2021Bogotá, Distrito Capital, Colombia- Built ETLs and dashboards to report key customer experience indicators for Latin America.
- Performed ad hoc analysis on complex datasets, including chatbot decision tree analysis.
- Created a driver segmentation model in Python to enhance driver experience based on various metrics.
DiDiCustomer Experience Intern
Dec. 2019 - Jun. 2020Bogotá, Distrito Capital, Colombia- Improved driver document approval rates by over 30% by including automatic feedback messages with detailed instructions.
- Conducted root cause analysis for contact rate changes and created weekly reports with suggested solutions.
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