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
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
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