Open to opportunities

Andrew User

@andrewuser5

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Experienced Business Data and Analytics Manager driving client success.

Jamaica

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What I'm looking for

I am seeking a role that fosters innovation and allows me to leverage my data analytics expertise to drive strategic initiatives and enhance client relationships.

I am an accomplished Operations Leader with over 16 years of experience in the BPO industry, specializing in Business Data, Analytics, and Insights Management. My expertise lies in blending strategic portfolio delivery with advanced data analytics to enhance client satisfaction and drive revenue growth. I have a proven track record of cultivating C-level relationships and leading multidisciplinary teams in fast-paced environments.

At INFLUX, I spearheaded in-depth analyses of client data, delivering actionable insights that informed growth strategies and mitigated risks. My efforts resulted in a 15% increase in client retention rates and significantly enhanced overall client satisfaction. I am currently pursuing AI/ML and project management certifications to further my ability to lead future-forward digital initiatives.

Experience

Work history, roles, and key accomplishments

Business Data, Analytics & Insights Manager

INFLUX

Jan 2021 - Dec 2024 (3 years 11 months)

Spearheaded in-depth analysis of client data across diverse portfolios, delivering actionable insights and strategic recommendations that informed growth strategies and mitigated business risks. Cultivated and managed key client relationships, ensuring strategic alignment with objectives and fostering long-term retention through proactive engagement, resulting in a 15% increase in client retention

Data Analysis Strategic Planning Client Relationship Management Business Intelligence Risk Mitigation

Operations Manager

IBEX Global

Jan 2019 - Dec 2021 (2 years 11 months)

Directed comprehensive operational portfolios, including strategic staffing and optimized scheduling, consistently achieving organizational goals within a high-volume BPO environment, demonstrating strong target attainment. Conducted rigorous analysis of operational data, ensuring strict adherence to Service Level Agreements (SLAs) and consistently delivering high-quality service.

Operations Management Data Analysis SLA Management Process Improvement

Operations Manager

VXI Jamaica

Jan 2017 - Dec 2018 (1 year 11 months)

Managed daily performance reviews, ensuring optimal customer service delivery and maximizing operational output, directly impacting service portfolio performance and profitability. Provided actionable recommendations derived from performance data, resulting in a 12% improvement in retention rates and a significant reduction in churn across service lines.

Performance Management Customer Service Continuous Improvement

Education

Degrees, certifications, and relevant coursework

Project Management Institute

Certification, Project Management

Pursuing the Certified Associate Project Management (CAPM) certification to formalize project management knowledge and skills. This certification is pending completion.

Project Management Institute

Certificate, Project Management

Completed a program focused on the practical application of generated AI for project managers. This enhanced skills in leveraging AI tools for project management.