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Work Background
ClearView El SalvadorData Analytics & Performance Lead
Oct. 2024 - Jul. 2025El SalvadorSupport leadership and account teams by analyzing CX and operational data to provide visibility into performance trends and service levels.
Build and maintain Power BI dashboards using CXone data sources to track KPIs such as AHT, CSAT, and FCR. Coordinate cross-functional initiatives in a SaaS environment using Jira, Asana, and Zendesk. Prepare analytics summaries and performance reports used in leadership and account reviews.Manage SharePoint documentation hubs and reporting systems that improve transparency and operational visibility.
Design and maintain Power BI dashboards connected to CXone APIs to monitor service performance and support data-informed decisions.
ClearView El SalvadorSenior Administrative Data & Performance Analyst Leadership – CX Operations
Oct. 2024 - Jul. 2025El SalvadorSupport leadership and account teams by analyzing CX and operational data to provide visibility into performance trends and service levels.
Build and maintain Power BI dashboards using CXone data sources to track KPIs such as AHT, CSAT, and FCR. Coordinate cross-functional initiatives in a SaaS environment using Jira, Asana, and Zendesk. Prepare analytics summaries and performance reports used in leadership and account reviews.Manage SharePoint documentation hubs and reporting systems that improve transparency and operational visibility.
Design and maintain Power BI dashboards connected to CXone APIs to monitor service performance and support data-informed decisions.
Blackhawk Network El SalvadorAccount Specialist
Jul. 2021 - Sep. 2024El SalvadorServed as the primary operational point of contact for Account Managers and internal leadership. Analyzed account data and operational reports to monitor service levels, identify trends, and support performance reviews.
Coordinated with logistics, operations, and technical teams to ensure accurate execution and SLA compliance.
Supported business operations and process documentation for multiple client accounts. Coordinated daily workflows, maintained SLA compliance in ServiceNow, and standardized procedures to improve efficiency.
Created reporting tools in Power BI and templates to improve internal visibility and support operational planning.
Worked cross-functionally with logistics, operations, and support teams to enhance communication and service delivery.
TPService Manager Escalation (SME)
Mar. 2021 - Jul. 2021El Salvador
Red International LogisticsProject Manager jr
Jan. 2021 - Jun. 2021As a Junior Project Manager, I supported the execution of projects across logistics, marketing, and customer engagement. I coordinated timelines, budgets, and deliverables, ensuring alignment with business goals and operational priorities. I helped identify growth opportunities, optimized workflows, and enhanced communication between internal teams and external clients. By tracking progress and analyzing performance data, I ensured deadlines were met and deliverables exceeded expectations. My work contributed to service expansion and stronger client relationships through structured planning and hands-on execution. This role enhanced my ability to manage multiple priorities, communicate effectively across teams, and deliver actionable results under tight deadlines. SEO Keywords: Project Management · Client Communication · Strategic Planning · Marketing Operations · Workflow Optimization · Performance Analysis · Budget Tracking · Business Development · Cross-functional Projects · Logistics Coordination · Team Collaboration · CRM
Red International LogisticsProject & Administrative Data Analyst
Jan. 2021 - Jun. 2021El SalvadorAs a Junior Project Manager, I supported the execution of projects across logistics, marketing, and customer engagement. I coordinated timelines, budgets, and deliverables, ensuring alignment with business goals and operational priorities. I helped identify growth opportunities, optimized workflows, and enhanced communication between internal teams and external clients. By tracking progress and analyzing performance data, I ensured deadlines were met and deliverables exceeded expectations. My work contributed to service expansion and stronger client relationships through structured planning and hands-on execution. This role enhanced my ability to manage multiple priorities, communicate effectively across teams, and deliver actionable results under tight deadlines. SEO Keywords: Project Management · Client Communication · Strategic Planning · Marketing Operations · Workflow Optimization · Performance Analysis · Budget Tracking · Business Development · Cross-functional Projects · Logistics Coordination · Team Collaboration · CRM
TPbackup tech support
Oct. 2020 - Jul. 2021El Salvador
Red International LogisticsExecutive Assistant
May. 2020 - Jan. 2021El SalvadorSupported executive management in business coordination and workflow optimization. Implemented a SharePoint-based documentation system, improving communication and process control across departments.
Red International LogisticsExecutive Operations & Data Support Analyst
May. 2020 - Jan. 2021El SalvadorSupported executive management in business coordination and workflow optimization. Implemented a SharePoint-based documentation system, improving communication and process control across departments.
TPCustomer Operations Supervisor (FedEx Express and Intl.)
Mar. 2020 - Jul. 2021El SalvadorHandle escalated customer issues or complaints that cannot be resolved by front-line agents, and ensure timely resolution
to maintain customer satisfaction.
• Generate and analyze reports on contact center performance metrics, such as call volume, average handle time, and
customer satisfaction scores, to identify trends, areas for improvement, and opportunities for optimization.
• Maintain accurate records and documentation related to inventory, shipments, and logistics activities, including
maintaining electronic databases and preparing reports for management.
• Coordinate the shipping and receiving of goods, including scheduling shipments.
TPIT Supervision Assistant (AT&T)
Oct. 2019 - Oct. 2021La Libertad, El SalvadorSupervised IT and customer operations teams with a focus on performance metrics, KPIs, and SLA compliance. Prepared performance summaries and supported leadership with operational insights.
Overseeing the work of the team members, including task assignment, and workload, and ensuring goals are met.
Provide technical guidance and support to team members, helping them troubleshoot issues, and offering solutions to
complex problems.
Identify training needs within the team and organize appropriate training sessions to enhance their skills
Millicom (Tigo)Supervisor auxiliar
Jan. 2010 - Dec. 2014El Salvador
AtentoEntrenador personal
Mar. 2008 - Dec. 2010El SalvadorFormación de personal nuevo y capacitación para agentes de call center
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