Deliver analytics projects spanning data analysis, SQL querying, data transformation, dashboard development and business reporting. Translate business questions into analytical approaches, KPI definitions and actionable insights. Develop dashboards and reporting solutions to monitor performance and identify trends, issues and improvement opportunities. Apply data validation, transformation and automation techniques to improve reporting efficiency and reliability.

Led data and analytics activities supporting a technology platform used to assess APIs against defined security and compliance requirements, collaborating across business, operations, IT and technical teams. Managed and analyzed the underlying database and inventory data, ensuring data quality, consistency and operational readiness for assessment activities. Performed data profiling, cleansing and validation to identify null values, inconsistencies, structural issues and data discrepancies; investigated root causes and defined corrective actions. Evaluated database structures and data formats, recommending improvements to strengthen data integrity, consistency and reporting usability. Supported UAT and functional validation of application changes by validating requirements, data behavior and expected outcomes and coordinating issues with technical and business teams. Defined KPI frameworks and delivered Power BI and Grafana reporting solutions to monitor performance, productivity and service quality across teams and regions, reducing manual effort and improving KPI reporting efficiency. Coordinated operational workload and supported team capacity and resource planning as project needs evolved.

Led regional BI and analytics initiatives across Mexico and Latin America, supporting multiple client accounts and programs. Analyzed account, program and client performance data to identify trends, discrepancies and opportunities for operational improvement. Partnered with client and internal stakeholders to translate business needs into reporting requirements, analytical solutions and KPI frameworks. Supported data mapping and modeling for Mexico-specific information integrated into a centralized Data Warehouse, ensuring alignment with target structures and data requirements. Collaborated in the implementation of a web application connected to the Data Warehouse to facilitate controlled data loading and management of Mexico data. Designed dashboards in Excel and Tableau to monitor account performance, vendor performance, service delivery and workforce-related KPIs, supporting operational and business decision-making. Acted as liaison between regional teams, global BI teams and client stakeholders, ensuring data alignment, reporting accuracy and timely delivery of analytical requirements.

Analyzed customer behavior and operational performance data to identify trends, recurring issues and opportunities to improve customer experience. Developed KPI reporting and dashboards to support product and operational decision-making. Performed root-cause analysis of customer complaints, identifying recurring issues and underlying process and experience gaps. Translated analytical findings into recommendations for business and operational improvements. Used Oracle databases to query and extract data for analysis and reporting, and supported operational processes involving Oracle and FoxPro-based automation.

Analyzed real-time call volumes, staffing levels and workload to support operational decisions and resource allocation. Automated recurring Excel reports, improving reporting efficiency and operational visibility. Monitored workforce and performance metrics to identify operational trends and support daily decision-making.