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AV@alexisvidal
Experienced business analyst with 21 years in customer experience.
United StatesI am a seasoned business analyst with over 21 years of cross-functional experience in customer support, digital systems, and operations. My expertise lies in transforming ambiguity into structured workflows and delivering actionable insights that drive product and retention outcomes. I excel at bridging the gap between technical and non-technical teams, ensuring high-trust execution across complex ecosystems, including eReader, mobile, and web platforms.
In my most recent role as a Digital Systems Business Analyst at Barnes & Noble, I served as the lead analyst for eBooks, where I provided critical insights on user activity and retention trends. My ability to drive clarity and structure in fragmented tools and workflows has been instrumental in enabling data-informed decisions across product and support teams. I have also played a pivotal role in streamlining operations and enhancing customer service through effective communication and collaboration.
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Work history, roles, and key accomplishments
Barnes & Noble, Inc.
Feb 2022 - May 2025 (3 years 3 months)
Served as lead business analyst for eBooks, supporting digital systems across eReader, mobile, and web platforms. Delivered insights on user activity, retention, and drop-off trends, enabling data-informed decisions across product and support teams.
Barnes & Noble, Inc.
Jan 2016 - Feb 2022 (6 years 1 month)
Served as key liaison between Digital Operations and Customer Service, translating business needs into workflows, escalation protocols, and analytics dashboards. Streamlined eBook B2B operations by coordinating with retail stores on bulk digital orders, simplifying manual processes, and managing content delivery across managed and unmanaged accounts.
Barnes & Noble, Inc.
Sep 2011 - Jan 2016 (4 years 4 months)
Led a digital support team of 10+ representatives, overseeing escalated support for eBooks, devices, and technical support across onshore and offshore vendors. Traveled internationally to launch customer service call centers, conducting training, knowledge transfer, and live support through post-launch.
Barnes & Noble, Inc.
Jul 2003 - Sep 2011 (8 years 2 months)
Progressed through roles including Bilingual Customer Service Representative, QA Specialist, Chat Assist Agent, and Escalations Specialist. Delivered bilingual frontline support for eCommerce and digital products, managing high-touch escalations and complex issues.
Degrees, certifications, and relevant coursework
General Studies, General Studies
Completed general studies coursework, building a foundational academic background.
Software and tools used professionally
United StatesYou can contact Alexis and 90k+ other talented remote workers on Himalayas.
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