In this role, I perform as the Principal Customer Insights Analyst for the Branded Credit Cards Division of JPMorgan & Chase. Going over thousands of official bank complaints and surveys every month, I perform advanced data manipulation and develop specific insights into customer friction points, helping drive customer satisfaction scores up in the various products of the credit card portfolio. I also design and lead end-to-end research analyses to help executive leadership understand the impact of their marketing campaigns and retention initiatives. To perform these monthly analyses and ad-hoc deep dives, I work closely with CX managers, data science, and product teams to facilitate research and leverage the insights I produce to mitigate dissatisfaction root causes.Finally, I present research findings to General Managers and the Department Director through formal presentations and executive summaries to ensure that results are easily understood and applicable.

In this position, I oversaw the performance of complex enterprise sales and service surveys with over hundreds of thousands of customer responses a year to ensure continuity in feedback collection.I continued to perform advanced analysis of customer data, including demographics and other internal metrics, across the sales and service experience. One of the main tasks in this role was to support and drive the company’s Spanish language expansion through monthly reports drawn from quantitative data and comments resulting in new operations customer care teams and helping drive general satisfaction scores increases. Finally, I became the principal analyst for the VOC text-mining strategy through recurrent applications in the CRM space and ad-hoc analyses for digital and phone experience teams.

During my initial role at GEICO, I analyzed customer data, attitudes, and behavior through quantitative data and text-mining in over 20 impactful projects to identify points of improvement in the customer experience.In this role, I presented survey insights and recommendations to management, including the company’s top local office branch executives, aiding them to identify specific geographic zones and quote and purchase channels that needed enhancement, helping drive the growth of new offices nationwide. I also generated 15 text-mining models and dashboards to categorize unstructured customer comments and produce valuable insights, including identifying specific causes for customer satisfaction drops and providing feedback on a virtual chat implementation that directly helped guide a multimillion-dollar investment.My ability to successfully analyze customer data, identify friction points, and generate helpful visualization led the company to award me the 2020 Corporate Quality Award for my part in the Spanish Speaking company initiative.

In this position, I improved my research skills by supporting the overall development of an educational project with Peruvian schools by translating technical documents from Spanish to English and vice versa and consecutive Spanish interpreting. I also prepared summary progress reports based on surveys and qualitative materials, allowing primary researchers to develop tools better and respond to the needs of the respondents in the program.

Teaching in front of students gave me the public speaking experience that ultimately allowed me to succeed in a corporate environment and expand my organizational performance to meet university guidelines. In this position, I led weekly discussion sections and graded exams for over 150 students during three semesters ranging in the class year and skill level. I also evaluated students learning styles and provided appropriate techniques for maximum understanding as measured by improved grades and exceedingly positive student feedback.

This was my first legitimate research experience, allowing me to practice the qualitative methodologies I had learned in the classroom and enriching my organizational skill set. I worked alongside prestigious scholars to identify new research pathways and plans for their execution in this position. I conducted fieldwork research on 15 immigrant families with ASD children in the Greater Boston Area. This involved the translations, transcription, and analysis of multiple in-depth interviews (Spanish). I also generated progress reports and compiled literature reviews from academic and government sources.

Right after college, I worked for a small construction company. The firm’s size allowed me to learn from various parts of the business and introduced me to multiple positive professional practices.In this position worked partly as a bookkeeper and organized and updated the company’s financial statements and bank accounts. I also administered accounts payable, receivable, and the company’s payroll. In my administrative assistant role, I wrote company memorandums and guidelines for English and Spanish workers, improving workers' productivity and ability to carry out instructions. I also organized the company’s project calendar, including keeping track of the number of employees per job site and daily progress.