Joan Ellis Wallace
Supply Chain
Heredia,Heredia
Summary
Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success. Passionate about learning and improving performance. Seeking to leverage Data Analytical skills to improve corporate performance as a data analyst and detail-oriented team player. Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
Overview
24
24
years of professional experience
10
10
years of post-secondary education
2
2
Languages
Work History
Sales Supt Mgmt Analyst I
HP Inc
Heredia, Heredia
08.2007 - Current
- Manages and coordinate delivery of professional services to customers and ensured timely and successful delivery of products according to customer needs and objectives
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings
- Analyzed customer service trends on root causes to discover areas of opportunity and provide feedback to management
- Identified trends and patterns in large datasets, leading to actionable insights for business growth
- Spearheaded efforts to migrate existing systems onto cloud-based platforms, resulting in improved accessibility, security, and scalability
- Providing training to another team member (LATAM) daily basis tools and program rollouts
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency
- Be part of Latam Automation Project team, in-charge of re-structuring and updating database, inventory control, accounting and other account services
- Enable accounts in ASM (Cloud system)
- CR Site Recognition Award (2018), impact of Automation Project across Latam.
- Reduced operational costs with thorough analysis of vendor performance metrics and contract negotiations
Customer Service Representative
Fujitsu
Heredia, Costa Rica, Heredia
12.2006 - 07.2007
- Recommend improvements in end-to-end procedures (delivery, services, to prevent future issues)
- Managed over 50 customer calls per day.
- Documented and detailed calls and complaints using call center 's CRM database
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction
- Educated clients on new products or services to increase customer engagement with brand.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
Customer Service Executive
Taca Airlines Costa Rica
Alajuela, Alajuela
05.2000 - 11.2006
- Provide customers with information on products, services, and company information
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Delivered exceptional training and hands-on motivation to team members to enhance customer satisfaction
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Education
Bachelor of Science, At HP, PM Fundamentals, Scrum Fundamentals, Data Analytics (on going) - Informatics Engineering
U. Politecnica Internacional
Heredia, Costa Rica 01.2022 - Current
Some College (No Degree) -
Universidad Interamericana Heredia
Heredia, Costa Rica 01.2009 - 05.2010
English As 2nd Language - English As 2nd Language
Universidad Técnica Nacional
Alajuela, Costa Rica 01.2004 - 05.2007
System Engineering -
Universidad Nacional De Costa Rica
Heredia, Costa Rica 01.1997 - 05.2000
Skills
Skilled at working independently, collaboratively in team environment
SCRUM Fundamental
Pm Fundamentals
Data Analyst Fundamentals
Organization and Time Management
Root Cause Analysis
Teamwork and Collaboration
Excellent Communication
Analytical and Critical Thinking
Account Management
Demonstrated respect, friendliness, willingness to help wherever needed
Skilled at working independently, collaboratively in team environment
Timeline
Bachelor of Science, At HP, PM Fundamentals, Scrum Fundamentals, Data Analytics (on going) - Informatics Engineering
U. Politecnica Internacional
01.2022 - Current
Some College (No Degree) -
Universidad Interamericana Heredia
01.2009 - 05.2010
Sales Supt Mgmt Analyst I
HP Inc
08.2007 - Current
Customer Service Representative
Fujitsu
12.2006 - 07.2007
English As 2nd Language - English As 2nd Language
Universidad Técnica Nacional
01.2004 - 05.2007
Customer Service Executive
Taca Airlines Costa Rica
05.2000 - 11.2006
System Engineering -
Universidad Nacional De Costa Rica
01.1997 - 05.2000