Gold Corporation Customer Service

Carmen Melissa De Asis

PERSONAL CONTACT

● 646-***-**** **************@*****.***

Location: NYC

SKILLS

● Report Writing - Budgeting

● Key Performance Indicators

● Data Visualization

● MS Office – Word Excel PowerPoint, Outlook

● Advanced Excel (Pivot tables, VLOOKUP and HLOOKUP)

● Power BI

● SQL

EXPERIENCE

Ministry of the Presidency - Dominican Republic 10/2019 - 12/2021 Process Improvement Coordinator

● Achieved ISO 20000 and ISO 9001 Certifications in less than 10 months.

● Provided consultation on the use of re-engineering techniques to improve process performance and product quality.

● Analyzed current process standards and implemented and managed key performance indicators in order to provide solutions for improvements.

● Prepared monthly reports for senior management based on compliance with the department's program.

● Managed projects involving engineering, research and operations.

● Developed process flows or similar visual artifacts that include business processes and system interfaces.

● Create, update and maintain documentation organized and updated and train administrative staff when necessary.

Barrick Gold Corporation - Dominican Republic 07/2017 - 09/2019 Process Improvement Specialist

● Identified, created, and participated in the implementation of business process improvements that deliver tangible value.

● Analyzed and interpreted data to identify trends, patterns for the business decisions and KPI’s evaluation with SQL.

● Created charts using Excel, created pivot tables, etc.

● Created flow maps for every process to evaluate and analyze best practices to increase productivity.

● Developed metrics that provide data for process management and indicators for future improvement opportunities.

● Prepared weekly results presentations to the management team.

● Coordinated and participated in efficiency, health and safety projects in the mining area with personnel from different areas.

Gerdau Metaldom - Dominican Republic 05/2015 - 07/2017 Operations Analyst

● Project leader of the "Reduction Metal Loss Project" in the profile's production line with an annual saving of $241,000 us/year.

● Analyzed and evaluated data from Excel spreadsheets. Created Pivot tables.

● Builded and evaluate Operations KPIs to provide immediate actions or create projects to achieve indicator goals.

● Collected, analyzed, and evaluated production records and trends, as well as evaluated performance.

● Applied improvements and reengineering to the processes of the production area.

● Participated in internal audits for ISO 9001 and 14001.

● Worked with cross-functional teams to plan, analyze and manage production activities. Alorica Call Center - Dominican Republic

Supervisor, Customer Service 09/2014 - 05/2015

● Led the work team and coordinated weekly plans and schedules.

● Ensured the calls received are answered within the goals of the established indicators.

● Analyzed performance of the team and calls and created reports using Excel.

● Provided feedback, monitored and proposed improvements for the fulfillment of the metrics. Customer Service Representative 04/2013 - 09/2014

● Answered incoming calls and responded to customer’s chat messages.

● Researched, identified, and resolved customer complaints using applicable software.

● Documented all call information according to standard operating procedures. EDUCATION

Fordham University

Master in Business Analytics- Current

New York, New York

EOI - Escuela de Organización Industrial

Master in Quality Management and Process Reengineering 09/2019

Madrid

Instituto Tecnológico de Santo Domingo

Industrial Engineering

05/2016

Graduated cum laude—3.4+ GPA

Contact this candidate