Open to opportunities

Edgar Amaya

@edgaramaya

Message

Data Analyst focused on turning detailed observations into practical, client-ready action plans.

Spain

Message

What I'm looking for

I’m looking to help clients with thorough, observation-based solutions—turning complex details into clear next steps. I want a role where I can analyze, improve processes, support teams, and communicate what matters with precision.

I bring a meticulous, observation-first approach: “Noticing all the fine details makes the difference when clients need solutions.” I translate thorough observations into action plans that actually hold up in real-world conditions.

In support and analytics roles, I’ve de-escalated issues, diagnosed problems, and improved outcomes across healthcare, hospitality, finance, and IT. I update, maintain, and monitor tickets via email to troubleshoot app functionality, interfaces, promotions, and advertisements—keeping international customers moving forward.

I’ve also led teams and raised performance through coaching, quality assurance, and process improvement. From managing 30+ agents and running quality checks to ensuring compliance with HIPAA and the Fair Debt Collection Practices Act, I consistently delivered above-average metrics and clear operational standards.

Beyond operations, I’m a researcher and writer developing work in genealogy research and life story writing. I’m currently studying for a Certificate in International Genealogy Research and Writing, and I publish articles listed at my site—blending analytical rigor with storytelling clarity.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Specialist

Current

TDCX Spain

Jan 2025 - Present (1 year 2 months)

Manage and monitor customer tickets for TikTok via email, troubleshooting app functionality and de-escalating issues to prevent negative outcomes. Promoted to specialized billing and payments, resolving payment discrepancies, declines, and refunds while analyzing and investigating billing issues.

Ticketing Customer Support Troubleshooting Billing Refund Investigations

Current

Independent Genealogist

Current

Independent Genealogist

Jan 2012 - Present (14 years 2 months)

Conduct genealogical research and evidence-based documentation, including tracing immigrant origins and performing forensic genealogical research. Write and edit life stories and genealogical materials, including a revised second edition of a published work.

Genealogical Research Evidence Evaluation Forensic Genealogy Immigrant Origins Tracing Writing Editing Life Story Writing Research Planning

Customer Support Representative

Transcom Spain

Jan 2024 - Jan 2025 (1 year)

Provided customer support to UK clients via email and phone, supporting more efficient package delivery workflows. Delivered technical support for machines used in the food and beverage industry.

Customer Support Email Support Phone Support Technical Support Troubleshooting Logistics Coordination

Customer Service Senior Analyst

Accenture

Jan 2021 - Jan 2022 (1 year)

Managed 30+ agents resolving incidents and scheduling requests for claimants to restore access to benefits. Developed and maintained new-hire and refresher training materials, coached agents by monitoring performance, and improved quality assurance metrics (hold time, handle time, and issue volume) above average.

Team Management Scheduling Claims Support Training Development Quality Assurance

Supervisor

Malcolm S. Gerald & Associates

Jan 2006 - Jan 2018 (12 years)

Supervised 20+ employees and ensured compliance with HIPAA and FDCPA while handling healthcare-related financial recovery operations. Negotiated with attorneys and insurance companies to resolve medical liens, consistently placing in the top 5% of company revenue and supporting two mergers.

Team Supervision HIPAA compliance Negotiation Risk & Compliance Mergers

Education

Degrees, certifications, and relevant coursework

Salt Lake Community College

Certificate, International Genealogy Research and Writing

Currently studying to obtain a certificate in International Genealogy Research and Writing.

Malcolm S. Gerald & Associates

Certificate, U.S. Genealogy Research and Writing

Activities and societies: Introduction to High-Tech Genealogy; Writing Life Stories; U.S. Research; Tracing Immigrant Origins; Genealogy and Family History Writing.

Completed a certificate in U.S. Genealogy Research and Writing (completed in 2021).