Valletta, Valletta, Malta
As a Data and Operations Analyst with a strong background in Fintech and SaaS, I am passionate about optimizing complex business processes. My mission is to leverage data-driven insights to identify inefficiencies, reduce costs, and drive operational improvements. I thrive on translating complex data into actionable strategies for stakeholders. My career has been a deliberate progression into this analytical focus. At Shopify, I conducted root-cause analysis on merchant support tickets, identifying API misconfigurations as the primary driver and implementing a playbook that reduced ticket volume by 18%. I also designed and scaled operational workflows, including a triage system that cut escalations by 50%. At PayPal, I moved into a direct Customer Analytics role, where I performed regression and sensitivity analysis on merchant performance data to segment and predict long-term value. My foundational experience at Citibank honed my ability to manage high-volume data, ensure payment compliance, and analyze performance KPIs, directly resulting in a 15% reduction in processing time. I am excited to bring my blend of operational expertise and data-driven focus to my next challenge in an Operations department.
Pursued a Master's degree in International Trade to strengthen my operational and strategic skills. My studies directly enhanced my understanding of end-to-end operation supply chain processes and project management, which are crucial for optimizing client onboarding and new customer operations. The master's program included a project on leveraging blockchain for digital optimization in supply chain management, further developing my analytical and problem-solving abilities.
Analyzed the performance of a 200+ SMB client portfolio (€2M - €15M revenue tier) by developing and measuring key performance indicators (KPIs) for customer onboarding and platform adoption. Conducted correlation analysis to identify the key drivers of successful merchant activation. Performed regression and sensitivity analysis on customer performance metrics to segment and predict the long-term value of different client tiers. Measured and analyzed the new client onboarding funnel, identifying key friction points through data. Partnered with sales and technical teams on a process redesign that led to a 15% reduction in the "time-to-first-transaction" KPI.
● Grew recurring revenue across the EMEA portfolio SMB (€5M - €10M yr./ revenue), leading to a 10% increase in monthly recurring revenue (MRR) by proactively identifying and closing upsell opportunities with key clients. ● Improved account retention and health, resulting in an 8% reduction in churn by analyzing customer KPI’s health scores and implementing data-driven retention strategies. ● Conducted quarterly business reviews (QBRs) with key stakeholders to align on strategic goals and demonstrate the value of the platform, fostering strong, long-term relationships.
● Increased payment performance rate by 3% month-over-month by investigating payment KPIs using internal software to identify trends and discrepancies. ● Optimized the merchant setup process, reducing initial integration time by 33% by developing and implementing tailored onboarding guides and training materials. ● Accelerated new merchant conversion rates and long-term retention, driving a 5% month-over-month increase
● Improved overall team quality scores by 10% by conducting comprehensive QA reviews on email and call interactions and providing targeted feedback. ● Increased team efficiency and performance by supporting the Team Lead with daily management tasks, including KPI monitoring, coaching, and workload distribution. ● Strengthened relationships with executive-level stakeholders, acting as a key point of contact to ensure seamless communication and alignment on service standards. ● Accelerated new hire proficiency by delivering comprehensive training programs on product knowledge, communication protocols, and QA standards for a 25+ member multilingual team.
● Exceeded operational efficiency targets by consistently achieving over 45 calls and 25 emails per shift, effectively managing a high-volume, queue-based workload. Across English, Spanish, and Italian. ● Maintained exceptional service quality, achieving a 95%+ QA score and receiving the 'Employee of the Month' award for six consecutive months by consistently exceeding Quality and Customer satisfaction targets. ● Reduced escalation rate by 15% and improved first-touch resolution by serving as a subject matter expert (SME) on complex issues. ● Strengthened client relationships and ensured service-level adherence by acting as a primary point of contact for all service-related inquiries and critical KPIs.