Mosquera, Cundinamarca, Colombia
Business Intelligence and Data Analytics professional with experience in projects focused on optimizing processes across operations, finance, marketing, and customer experience. Skilled in data visualization and insight generation to drive strategic decision-making. Specialized in data storytelling and developing report prototypes that help teams monitor, analyze, and improve performance across the organization. Strong background in automation, platform integration, and unified data analysis, enabling smooth communication between systems. Experienced in collaborating with internal teams to understand their needs and create dashboards that precisely display behavioral patterns and optimization opportunities. Technical skills include SQL, Python, advanced Excel, and visualization tools such as Tableau, Looker Studio, Redash, Sisense, and Power BI. Passionate about deep data analysis to drive informed decision-making, my goal is to continue delivering value through projects that have a positive impact on organizational results.
• Led "Project Foundation," a regional initiative to fully standardize DiDi's contact tree across 9 LATAM markets — categorizing all contact reasons (calls, chat, email), defining tiered decision-tree flows, and automating BPO agent response protocols, resulting in significantly reduced average handle time and a measurable increase in CSAT across the region. • Designed and deployed AI-powered decision maps within the DiDi app to automate resolution of the most common user issues for both drivers and passengers, substantially reducing inbound contact volume and freeing agent capacity for high-complexity cases. • Eliminated a high-friction, email-based legal request bottleneck by engineering a self-service form that routed user legal requests directly to the Legal team, removing CX as intermediary and reducing process time and manual effort end-to-end. • Built and maintained CX performance dashboards tracking contact volume, average handle time, CSAT, and resolution rates — providing leadership with real-time intelligence to support resource prioritization and operational improvement decisions.
• Designed specialized operational dashboards from scratch for the Operations area, giving the Operations Manager visibility into previously unmeasured KPIs and enabling data-driven decisions on team structure and resource allocation. • Identified critical financial losses from shipping to geographically remote Colombian areas where delivery costs consistently exceeded product value — analysis directly drove product policy changes that protected company margins. • Uncovered systematic billing errors in courier invoices through cross-referencing shipment data, enabling the company to challenge and recover overpaid logistics fees.
• Standardized and cleaned fragmented retail data, established proper storage and governance protocols, and delivered a suite of Sisense/Snowflake control dashboards — converting unreliable data into a trusted single source of truth for retail operations across 9 markets. • Successfully led the retail data infrastructure migration from a monolith to a microservices architecture, ensuring full data continuity, improved system performance, and long-term scalability for the analytics stack. • Built workflow automations using Retool and Jira, reducing repetitive manual data tasks for the team and standardizing pipeline outputs across the retail vertical. • Developed and maintained multiple custom dashboards tailored to retail operations, enabling country managers and retail leadership to monitor and act on performance metrics in real time.
• Achieved a 97% resolution rate on customer financial claims across three business lines (Open English, Open English Junior, NextU) serving all of Latin America — setting the standard for operational quality and dispute resolution. • Built and managed financial databases supporting commercial and financial strategy analysis; gained initial hands-on proficiency in SQL and Tableau for data-driven reporting.
• Contributed to a successful ERP migration following the Colombian entity's acquisition by the UK parent company: conducted financial data analysis and acted as a key liaison with the international team through constant communication in English.