Market Research Analyst

JUAN F. CASTRO Y.

*** ** ***** *** ***. *** Cell: 954-***-****

Plantation FL, 33325 E-mail: ******@*****.***

SUMMARY

Analytical problem solver with an innate ability for relationship building and management, who is able to use excellent interpersonal and communication skills to lead, motivate, inform, and persuade co-workers, partners, and clients.

EDUCATION

Florida International University, Miami, FL. August 2008

International Master in Business Administration with a focus in Marketing.

Qingdao University, Qingdao, China. August 2008

China Track: Intensive Mandarin and Chinese Marketing in China.

Florida State University, Tallahassee, FL. April 2005

B.S. in Political Science and International Affairs with a focus in Economics.

PROFESSIONAL EXPERIENCE

PRC(American Express: Responsible Lending Action), Sunrise, FL. December 2008 –Present

Team Leader/Customer Care Professional

• Support the day-to-day operations by helping coach agents, implement and follow business plans, motivate and support the team of agents, and handle “Supervisor” calls and complaints from customers.

• Review and analyze American Express customers’ financial information to be able to asses their ability to re-pay debt.

• Follow American Express’ rules and regulations to appropriately educate the customers regarding the responsible lending actions done by American Express to the customers’ accounts.

• Accurately update, notate, and send for review the customers’ accounts if appropriate.

Ivision International, Sunrise, FL October 2005- July 2007

Provider Services Corporate Representative

• Managed, maintained, and improved the company’s Vision Insurance service provider network through marketing research, analysis, and strategies.

• Assessed the network’s service capabilities and continuously enhanced it by recruiting and training new providers.

• Monitored and updated the provider network content and information on the company’s website.

• Continuously revised and updated provider materials (provider operations manual, frame collection, merchandising materials, internal procedures manual).

• Maintained the entire provider’s credentials up to date and HIPAA compliant.

Florida Department of Elder Affairs, Tallahassee, FL. March 2004 – April 2005

Research Analyst

• Designed bi-lingual (English/Spanish) surveys using SPSS software.

• Reviewed survey results and prepared reports that form the basis for presentations to the State Legislature.

• Assessed the effectiveness of programs for elders from the State of Florida by interviewing clients, hospital directors, assisted living facility managers and case managers.

• Performed day-to-day clerical tasks for the Planning and Evaluation Unit.

OTHER INFORMATION

• Permanent Work Authorization in the United States and Colombia.

• Proficient in SPSS, Excel, Access, Power Point, Money, Outlook, Oracle

• Fluent in Spanish; beginner Mandarin.

• Health Insurance Protection and Portability Act (HIPPA) certified.

• Countries visited: China, Singapore, Spain, Germany, The Netherlands, Belgium, France, Italy, Puerto Rico, and Dominican Republic.

• Volunteer, Florida Emergency Operations Center (04): Guided fellow Floridians affected by the 2005 Hurricane season, working at the Emergency Operations Center and the Hurricane Hotline.

• Teens 4 Teens (02): Through different community service and involvement activities tried to bring together the multicultural youth of the Broward area.

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