Data-Driven Bilingual Operations & Support Specialist

DANIELA ANDERSEN

Fort Myers, FL ***** linkedin.com/in/daniandersenm

239-***-**** ****************.*@*****.***

Bilingual (English/Spanish) professional with 4+ years of global experience supporting complex workflows, data-driven decision-making, and cross-functional collaboration across tech and organizations. Skilled at maintaining and improving systems, analyzing performance data, troubleshooting operational issues and creating seamless user experiences.

Tech-savvy and detail-oriented. I thrive in fast-moving environments where adaptability, curiosity, and clear communication make all the difference.

SKILLS & TOOLS

• Client Engagement & Support: Multichannel (phone, email, live chat) Onboarding Retention Bilingual communication (English & Spanish) Customer Experience (CX) Management

• Operations & Platforms: CRM systems Gladly Jira Amazon Connect Google Workspace Slack Zoom Meta Business Suite Wix Mailchimp Canva Tech-savvy & fast systems learner Microsoft Office

• Data & Analytics: Excel Sigma Mode Analytics GigaML Data collection & reporting Performance tracking Trend analysis Process optimization

• Soft Skills: Empathetic communication Adaptability Analytical mindset Attention to detail Team collaboration Time management Problem-solving Advanced Investigations Skills EDUCATION & CERTIFICATIONS

Bachelor of Arts - Fashion Business

University of Applied Sciences – Lima, Peru 2018 Google Data Analytics Certificate 2025

PROFESSIONAL EXPERIENCE

Live Operations Specialist – Strategy & Operations DoorDash – Remote August 2025 – Present

• Monitor and analyze live operations, focusing on out-of-stock patterns, fulfillment efficiency and feedback data.

• Investigate root-cause issues using raw data, case reports and store-level insight

• Collaborate with internal teams to identify recurring issues and operational trends, improving merchant, dasher and customer experience.

• Review order cancellations and escalations, conduct outreach to merchants and dashers, and determine underlying operational gaps.

Operations Coordinator

Detail Lab SWFL – Fort Myers, FL May 2024 – July 2024

• Increased customer retention by 60% through enhanced client communication and follow-up protocols.

• Supported daily operations, from client communication to internal coordination.

• Created and managed website, social media, and scheduling systems to create a seamless client experience.

• Collected and analyzed engagement data to support business growth and service optimization.

• Contributed to the company’s growth by expanding the client base by 50% during a rebranding phase. Live Operations Specialist

ITSM Digital – Sydney, Australia Jan 2023 – Apr 2024

• Maintained operational quality by efficiently resolving technical and account support issues through multichannel communications.

• Onboarded junior specialists on complex CRM workflows and support processes.

• Collaborated with banking and compliance teams and escalated when necessary to resolve complex technical issues.

Operations, Workplace Strategy

Atlassian HQ – Sydney, Australia Aug 2022 – Dec 2022

• Monitored and analyzed real-time operational data (occupancy, space utilization) across multiple offices within the headquarters to optimize a major workplace strategy renovation.

• Analyzed data reports to facilitate decision-making.

• Coordinated cross-functional projects with internal teams, focusing on resource tracking, planning, and supporting operational shifts like workspace redesign. Learning Operations Lead

IEP Inca Garcilaso de la Vega – Lima, Peru Jan 2020 – May 2022

• Led the deployment of Google Classroom for 1,500+ students during the pandemic

• Trained a team of 20+ faculty and staff in virtual teaching tools ensuring zero downtime during transition to remote learning

• Supported digital enrollment campaigns and helped increase student registrations by 20%

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