Designed and delivered interactive dashboards and analytical models in Looker, Hex, and similar tools to communicate visual stories, translating complex business queries into clear insights for VPs and Directors. Increased AI tool adoption by 166% by building ETL pipelines and advanced SQL queries in Hex and Snowflake to feed targeted marketing campaigns and real-time tracking dashboards. Streamlined global account segmentation, reducing monthly processing time by 75% (from 3 days to 4–6 hours) by automating classification logic for over 140,000 accounts across NAM, LATAM, EMEA, and APAC regions. Created the "AI Maturity Level" framework (categorizing clients into 4 stages), documenting metric definitions and assumptions to standardize cross-functional alignment. Engineered early-warning visual tracking systems ("Target Accounts") and bottleneck analysis in Looker, enabling Customer Success teams to proactively identify high-value accounts at risk of churn prior to cancellation. Standardized performance evaluation dashboards to measure promotion eligibility across the Customer Success organization, ensuring reusable deliverables and consistent measurement criteria.

Spearheaded Voice of Customer (VoC) analytics strategies, driving a 17% increase in customer satisfaction (NPS attainment) by identifying key friction points in operations. Modeled volume and traffic patterns, restructuring agent shift scheduling and support operations to optimize peak-hour coverage and resource allocation. Built performance reporting decks and comparative dashboards to measure operational campaign impact across Bogotá and Kansas City locations, presenting key findings to senior leadership. Executed daily capacity and productivity analysis, delivering actionable data insights and operational KPIs to management for strategic decision-making.

Designed capacity planning and hiring models, accurately forecasting multi-month attrition and shrinkage rates to consistently hit account productivity targets. Established and monitored operational automation workflows, streamlining daily team routines and increasing agent execution efficiency. Performed daily operations analysis and data preparation, generating executive reports on productivity and managing core administrative tasks including billing/invoicing and payroll. Led cross-functional impact assessments, identifying operational risks and partnering with Team Leads to execute corrective action plans for future projects. Managed client-vendor relationships, aligning operational tasks and SLAs based on data patterns to improve site-wide performance.