Jorge Bautista Email & Phone Number

Dominican Republic

As a Business Intelligence Analyst, I analyze customer journeys and systems to improve processes, document workflows, and recommend improvements. I work closely with teams to ensure alignment between models and system architecture for efficient operations.Some of my responsibilities are:- Develop an understating of customer’s journey form first touch to completion and the underlying systems that support the journey by working closely with departmental stakeholders, review API… Show more As a Business Intelligence Analyst, I analyze customer journeys and systems to improve processes, document workflows, and recommend improvements. I work closely with teams to ensure alignment between models and system architecture for efficient operations.Some of my responsibilities are:- Develop an understating of customer’s journey form first touch to completion and the underlying systems that support the journey by working closely with departmental stakeholders, review API and build documentation (where it exists) and evaluate system inputs and outputs.- Own process documentation function. Work closely with the product team to build and maintain system workflows for “current state” systems using business process modelling notation (BPMN).- Make business process improvement recommendations based on analysis of “current state” workflows.- Build future state workflows for each new software feature to be released.- Ensure that models are closely aligned with system architecture as the models will be used a s a basis for code development to support the processes.- Be fiercely competitive and maintain a sense of urgency, creativity, and curiosity for how to continue to improve internal and customer facing processes. Show less

Santo Domingo, Distrito Nacional, Dominican Republic

• Accomplish customer service human resource objectives by training and coaching employees.• Set a clear mission and deploy strategies focused on that mission. • Keep accurate records and document customer service actions and discussions.• Overseeing day-to-day operations of the customer service team.• Communicate any trends in customer communication or behavior to other departments.

Santo Domingo, Distrito Nacional, Dominican Republic

• Aiding other management team members in identifying trends and establishing call center goals.• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.• Auditing interactions (calls/chats) from operators, recorded or live monitoring, in order to assess compliance with protocols and quality parameters.

Santo Domingo, Distrito Nacional, Dominican Republic

• Handle escalated customer inquiries.• Aid developing new employees.• Deliver feedback to agents.

• Handle bilingual chat interactions.• Identify customer needs and find the best course of action.• Escalation customer inquiries to the right department.• Troubleshoot and provide technical support.