Freddy Salazar Sossa
Business Analyst Leader
San Jose
Summary
Experienced Business Analyst Leader with 10 years leveraging data and analytics to monitor and improve operational processes, enhance customer satisfaction, and support business growth. Well-versed in ETL processes and data visualization tools to ensure quality and availability of data to key stakeholders. Strong focus on people development and growth.
Overview
14
14
years of professional experience
Work History
Head of Operations Analytics
Amazon
10.2020 - 11.2023
- Managed a team ofbusiness analysts, fostering collaboration and promoting professional growth.
- Improved operational efficiency by providing leaders with self-service reporting tools to measure success of existing and new initiatives.
- Managed Tableau Server access, content, and license assignation/renewal across the organization.
- Provided expert consultation on strategic planning efforts, contributing data insights and analytical expertise.
- Analyzed complex data sets to identify trends and opportunities for process improvement.
- Automated reporting processes using visualization tools (Tableau, QuickSight), increasing efficiency and enabling near real-time insights for stakeholders.
- Partnered with data engineering team to ensure data quality, reduce processing and storage costs, and develop new datasets.
Customer Service Operations Analytics Manager
Amazon
11.2019 - 10.2020
- Led a team of junior business analysts, with strong focus on career growth and fostering collaboration.
- Streamlined data collection processes to enhance accuracy and reduce errors, ensuring high-quality datasets for analysis.
- Designed custom dashboards tailored to stakeholder needs, providing at-a-glance insights into key performance metrics.
- Created custom dashboards and interfaces designed specifically to suit customer needs and priorities for optimal performance.
- Compiled, cleaned and manipulated data for proper handling.
- Analyzed large datasets to identify trends and patterns in customer behaviors.
Continuous Improvement Manager
Amazon
02.2018 - 10.2019
- Led a team of junior business analysts, with strong focus on career growth and fostering collaboration.
- Standardized methodology for measuring KPIs across departments to provide consistent performance tracking and evaluation metrics.
- Developed a holistic business review dashboard that empowered business and operations team to identify opportunities for process improvements, resulting in cost savings and increased quality.
- Monitored staff organization and suggested improvements to daily functionality.
Business Analyst
Amazon
04.2017 - 02.2018
- Developed automated reports and dashboards to monitor performance of multiple teams across the organization.
- Leveraged data analysis to support customer facing process improvements.
- Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organization.
- Optimized workflow processes to enhance overall productivity and achieve operational excellence.
Data Analyst
Amazon
08.2016 - 03.2017
- Pulled data from multiple databases using SQL to generate analyses that supported company-wide process improvement initiatives.
- Designed MS Excel dashboards to monitor KPIs, ensuring alignment with organizational goals and objectives.
- Supported multiple Kaizen events and process improvement activities both as active participant and primary data provider.
Data Miner
Amazon
08.2014 - 07.2016
- Improved customer service quality through checks of customer and associate interactions, leveraging reports to uncover behavioral trends and maximize return on quality checks.
- Prepared MS Excel reports for managers to measure success of their teams, and coach where appropriate.
- Presented weekly reports to operations team during business review with findings from the quality check audits, focusing on highlights and improvement opportunities.
Technical Support Representative
Amazon
02.2013 - 08.2014
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Implemented feedback from customers to improve overall quality of support services provided by the team.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Customer Service Representative
Amazon
09.2012 - 02.2013
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
Teletech
02.2010 - 08.2012
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
Some College (No Degree) - Sociology
Universidad De Costa Rica
San Pedro, Costa Rica 05.2001 -
Skills
ETL development
SQL Proficiency
Data Analysis Expertise
Data Visualization Tools
Stakeholder Management
Problem-solving abilities
Staff Development
Team Leadership
KPI Monitoring
Advanced Excel
ETL development
Timeline
Head of Operations Analytics
Amazon
10.2020 - 11.2023
Customer Service Operations Analytics Manager
Amazon
11.2019 - 10.2020
Continuous Improvement Manager
Amazon
02.2018 - 10.2019
Business Analyst
Amazon
04.2017 - 02.2018
Data Analyst
Amazon
08.2016 - 03.2017
Data Miner
Amazon
08.2014 - 07.2016
Technical Support Representative
Amazon
02.2013 - 08.2014
Customer Service Representative
Amazon
09.2012 - 02.2013
Customer Service Representative
Teletech
02.2010 - 08.2012
Some College (No Degree) - Sociology
Universidad De Costa Rica
05.2001 -