Customer Service Representative

I Li Chen

Data Analyst

San Jose, Costa Rica

+506-********

**********@*******.***

www.linkedin.com/in/i-li-chen

Experienced professional with a demonstrated history in the data analytics and financial services industry. Currently pursuing a degree as Data Analyst, with working knowledge of Python and visualization tools such as Spotfire. Excellent understanding of business operations and analytics tools for effective analyses of data. Proficient knowledge in statistics and analytics.

KNOWLEDGE & SKILLS

Reporting tools such as SAP, JDE, QMF, and IBM WATSON // Expert in Tibco Spotfire, IBM COGNOS, Advanced Microsoft Excel, Pivot Tables, Power BI, SQL, VBA. // Programming Skills (HTML5, Python, R) // English: C1/ Spanish:100% native / Mandarin: 100% native/ Portuguese: 30% Basic // Experience in supervising small work team and project implementation and continuous improvement. // Excellent time management, fast learner and team player, but also able to work independently without supervision, self-starter. // Analytical and results oriented, highly organized, strong problem identifying and solving skills. EXPERIENCE

MSD, COSTA RICA / Sr. Data Analytics Analyst March 2018- Current Responsible for providing financial and business information, perform advanced analytic analysis through the implementation of dynamics statistical models, which enable the preparation and analysis of the key Business and financial Key Performance Indicators. /Support strategic initiatives and provide the tools and data necessary to measure and report productivity in the MSD Regional Delivery Center. / Work closely with MSD Regional Delivery Center work stream directors to understand business requirements and translate these requirements into plans for execution and delivery.

CITI SERVICE CENTER, COSTA RICA / Financial Planning and Analysis (FP& A) Analyst -November 2016- March 2018 Look over the expenses both internal and external providers from North America and Latin America. /Forward looking tasks such as Full Year Plan and Monthly forecast. / Month end close monitoring (Actuals vs forecast). / Variances explanation in different scenarios such as Quarter over Quarter, Month over Month, Year over Year, etc. /Be the point of contact between operation technicians and accounting controllers and provide variation explanations to both sides.

IBM, COSTA RICA / Business Analyst - Administrative Growth team lead - March 2016 - November 2016 Provide support to several US project and program managers for the Technological Support Services division. / Looking after the health of the Target Revenue Program (TRP) by providing several reports related to Expenses, Forecast, Cost Take Out, revenue

IBM, COSTA RICA / Contract Management and Project Administrator - Sep 2014 – March 2016 Perform as Financial Service Sector (FSS) project coordinator by managing different databases and provide weekly, monthly and ad hoc reports to Project Managers and Financial Analysts when requested. /Gather financials and administrative information and analyze data to provide required information during weekly meetings, as well as handle evidences of resources joining or leaving the project. / Provide variance between forecast and actuals of revenue and expenses, and make sure that everything complies with the contract from a Data Security and Privacy perspective. / Managed the pipeline for leads and backlog together with the account FA.

OMIRA CORP, COSTA RICA / Trade Support Representative - Oct 2013 – April 2014 Provide support of company’s software during trade hours in Asian Stock Markets, handled company communications, both internal or external, tickets and escalations. /Perform fraud detection and reporting for the Compliance department.

CONVERGYS, COSTA RICA / Customer Service Representative - Aug 2012 – Oct 2013 Performed as a Customer Service Representative for Citi Bank, in the Thank you Rewards account, handling a wide range of issues for the clients and processing different requests in the least time and best quality possible. Had a set of metrics to fulfill every month. EDUCATION

2016 to 2018

MBA FINANCE, Universidad Latinoamericana de Ciencia y Tecnología (ULACIT), Costa Rica 2006 to 2010

BACHELOR’S DEGREE, BUSINESS ADMINISTRATION, Universidad Latinoamericana de Ciencia y Tecnología (ULACIT), Costa Rica