Stephani Guevara
Reporting Analyst
Guatemala,Guatemala
Summary
Results-driven Reporting Analyst at Telus International with a proven track record in enhancing reporting efficiency and accuracy. Skilled in database management and continuous improvement, I effectively resolved customer inquiries, boosting first-call resolution rates and fostering a supportive team environment. My analytical insights led to significant product enhancements.
Overview
2022
2022
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Reporting Analyst
Telus International
- Prepared monthly ad hoc reporting in alignment with client needs.
- Used Software to generate required reports and optimize query creation.
- Worked with business unit managers to provide quick resolution for submittal to client.
- Ensured accuracy of general ledger updates.
Customer Service Analyst
Telus International
07.2019 - 07.2021
- Identified trends in customer inquiries, providing insights to improve products or services accordingly.
- Conducted thorough root cause analyses for recurring issues, implementing preventive measures to minimize future occurrences.
- Improved overall team morale through open communication channels and fostering a supportive work environment.
- Increased first-call resolution rates by creating an extensive knowledge base for quick reference during interactions with customers.
Customer Service Representative
Telus International
02.2017 - 07.2019
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
Management
Galielo Univertiy
Guatemala Diploma - Project Management
ESI School of Managment
Guatemala 2021
High School Diploma - Computational Science
School Suizo Americano
Guatemala 11.2005
Skills
Continuous Improvement
Reporting efficiency and accuracy
Performance metrics evaluation
Database Management
Certification
Lead Six Sigma Yellow Belt
Timeline
Lead Six Sigma Yellow Belt
06-2022
Customer Service Analyst
Telus International
07.2019 - 07.2021
Customer Service Representative
Telus International
02.2017 - 07.2019
Reporting Analyst
Telus International
Management
Galielo Univertiy
Diploma - Project Management
ESI School of Managment
High School Diploma - Computational Science
School Suizo Americano