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Mario S.

Data & Research Analyst

call   (214) GO-RELAY / (214) 467-3529

email   Careers@RelayHumanCloud.com

home   San Pedro Sula, Honduras


SKILLS

  • QuickBooks
  • Tableau
  • SQL
  • Power BI
  • Power Query
  • ETL (Extract, Transform, Load)
  • ELT (Extract, Load, Transform)
  • Data Modeling
  • Power Automate
  • Microsoft Office Suite
  • CRM Systems

EDUCATION

Bachelor Of Computer Engineering

Technological University Center

LICENSES & CERTIFICATIONS

  • Microsoft Business Applications
  • Tableau  Training for Data Science
  • Power BI Course -Data Analyst & Business Intelligence
  • SQL:GO from Zero to Hero

ASSESSMENTS

CORE SKILL English Aptitude 0 100

PERSONALITY

INTJ-A

Extraverted Introverted Intuitive Observant Thinking Feeling Judging Prospecting

People with INTJ as a personality type are intellectual and curious. They value innovation, logical reasoning, and personal growth, striving to master areas of interest and enhance their intellectual capabilities.

PROFESSIONAL SUMMARY

A skilled Data Associate with expertise in data preparation, analysis, and visualization using tools like Power BI, Excel, and SQL. Proficient in ETL processes, Power Query, and Power Automate to ensure data accuracy and streamline workflows. Known for clear communication and a strong analytical mindset, they drive data-informed decisions and operational efficiency.

PROFESSIONAL EXPERIENCE

Workforce Management Associate

Collective Solution | San Pedro Sula, Honduras l 2022 - 2024

  • Utilized Power Query to clean and prepare large datasets, ensuring data accuracy and consistency for analysis in Power BI, Tableau, and Excel.
  • Created custom reports to monitor key metrics, including hourly performance summaries and monthly trends, leveraging Excel and other reporting tools.
  • Managed extensive datasets stored in SharePoint and SQL servers to produce detailed, comprehensive reports.
  • Developed interactive dashboards in Power BI, providing real-time insights into performance metrics and enabling clients to monitor key indicators, track trends, and assess agent performance.
  • Provided ongoing support for report and dashboard modifications, addressing data accuracy issues and implementing new metrics as requested by clients.
  • Collaborated with HR and Operations to generate attendance and performance reports for workforce management, supporting data-driven decision-making across the organization.

Customer Service Agent

Alorica | San Pedro Sula, Honduras l 2021 - 2022

  • Managed customer claims for home warranty services, ensuring timely and accurate processing for covered repairs and replacements.
  • Supported customers by addressing inquiries on warranty coverage, claim status, and service procedures, fostering a positive customer experience.
  • Resolved escalated cases by investigating complex issues, coordinating with contractors, technicians, and internal departments to ensure swift resolution.
  • Maintained detailed records of claims, customer interactions, and resolutions within the CRM system, ensuring data accuracy and completeness.
  • Educated customers on warranty terms, limitations, and processes, empowering them to maximize their coverage benefits.
  • Monitored customer service interactions, assessing quality standards and implementing improvements to elevate service delivery.