Data Entry & Quality Analyst

Miriam Amparo Aleman Gonzalez

Customer Retention Specialist Bookkeeper Quality Analyst Customer Service Managua, Nicaragua

Phone: +505-********

Email: *************@*****.***

LinkedIn: www.linkedin.com/in/miriam-amparo-aleman-30603539b Professional Summary

Results-driven professional with 10+ years of experience in the BPO industry, specializing in customer service, quality assurance, customer retention, financial operations, and back- office support. Experienced in both onsite and remote work environments, successfully supporting customers and business operations while working from home as a Retention Specialist, Virtual Assistant (VA), and Bookkeeper. Demonstrated expertise in customer relationship management, account support, retention strategies, quality assurance, transaction review, financial reconciliations, payment tracking, expense management, and revenue reporting. Strong background in e-commerce, financial services, customer retention, and bookkeeping, with a proven ability to improve customer satisfaction, increase retention rates, and support operational efficiency. Skilled in conducting root cause analysis, monitoring KPIs, coaching employees, resolving customer concerns, and managing sensitive financial information with accuracy and confidentiality. Proficient in Salesforce, Microsoft Dynamics 365, Amazon Connect, Twilio, Avaya, Power BI, Microsoft Office, Google Workspace, CRM systems, and financial reporting tools.

Recognized for strong communication skills, attention to detail, adaptability, analytical thinking, and the ability to quickly learn new systems and processes while consistently delivering high-quality results in fast-paced environments. Core Skills

Data Analysis & Reporting

Bookkeeping & Financial Reporting

Account Reconciliation

Payment Verification & Tracking

Customer Retention

Quality Assurance Analysis

CRM Systems (Salesforce, Dynamics 365)

Microsoft Excel & Power BI

Fraud Detection & Banking Operations

Customer Service & Communication

Professional Experience

Bookkeeper VA – NRT BPO Feb 2026 – Present

Monitor account balances, deposits, and financial transactions.

Reconcile transactions using internal SRM systems and bank reports.

Track payments, expenses, and outstanding balances.

Prepare daily, weekly, and monthly financial reports.

Maintain accurate bookkeeping and operational records. Retention Specialist – One World Global Services LLC Feb 2025 – Present

Reduced customer cancellations by building strong customer relationships, educating clients on product features and benefits, and implementing proactive retention strategies, consistently maintaining a retention rate above 45%.

Delivered personalized customer support and issue resolution.

Exceeded retention KPIs through customer-focused engagement. Quality Analyst Specialist – Inspiro Nicaragua Oct 2021 – May 2025

Performed QA evaluations across voice, chat, and email channels.

Conducted trend analysis and identified performance improvement opportunities.

Improved QA scores and customer satisfaction through coaching and feedback.

Managed QA reporting, compliance monitoring, and root cause analysis. Data Entry Specialist Quality Assurance – Inspiro Nicaragua Oct 2021 – May 2025

• Performed high-volume data entry, data validation, and record management while maintaining a high level of accuracy and attention to detail.

• Updated, maintained, and audited quality assurance databases, evaluation records, and operational reports.

• Performed data analysis, error tracking, and root cause analysis to identify performance trends and improvement opportunities.

• Generated weekly and monthly KPI reports, quality scorecards, and performance dashboards for management review.

• Categorized and tracked customer interactions, agent errors, and call drivers to support quality improvement initiatives.

and platforms.

Customer Service Representative – Inspiro Nicaragua Jun 2018 – Oct 2021

Reviewed and explained banking transactions and account activity.

Handled fraud prevention, card replacement, and account security cases.

Supported payroll account management and customer payment inquiries. Customer Service Representative – Accedo Nicaragua Nov 2015 – Mar 2018

Provided e-commerce customer support for Target.com customers.

Processed orders, refunds, tracked shipments, and updated customer accounts.

Resolved account access and order-related issues. Education

Bachelor’s Degree in Customs Administration – Universidad Occidental de Nicaragua (UDO) Languages

Spanish – Native

English – Fluent

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