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Hiusin Garcia

@hiusingarcia

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Detail-oriented reporting analyst with expertise in data analysis.

Guatemala

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What I'm looking for

I am looking for a role that allows me to leverage my data analysis skills in a collaborative environment, where I can contribute to impactful projects and continue to grow professionally.

I am a detail-oriented and versatile professional with over 11 years of experience in IT support, customer service, real-time workforce management, and reporting analysis. My background in Industrial and Systems Engineering has equipped me with the skills to excel in data analysis, dashboard creation, and process automation using tools like Excel, Google Sheets, Looker, and Data Studio. I have a proven ability to train team members, improve reporting accuracy, and support operational efficiency in fast-paced environments.

Currently, I am focused on developing my technical skills to advance in data and technology-driven roles. In my most recent position as a Reporting Analyst at IntouchCX, I designed automated dashboards and optimized performance reporting, which significantly improved decision-making processes. My commitment to excellence is reflected in my ability to identify inconsistencies in data sources and implement effective solutions that enhance accuracy and reporting adoption.

Experience

Work history, roles, and key accomplishments

Current

Reporting Analyst

Current

IntouchCX

Oct 2024 - Present (8 months)

Designed automated dashboards and optimized performance reporting for decision-making. Automated weekly performance reports using Google Sheets and Looker Studio, reducing manual effort. Identified inconsistencies in data sources and implemented solutions to improve accuracy.

Google Sheets Looker Studio Data Analysis Dashboard Automation performance reporting

Real-Time Analyst (RTA)

IntouchCX

Dec 2021 - Oct 2024 (2 years 10 months)

Monitored intraday operations and maintained service level performance across multiple channels. Trained and onboarded 8 new RTAs, developing materials and mentoring to ensure performance consistency. Designed and implemented dynamic spreadsheets to streamline real-time tracking, improving decision-making speed and accuracy.

Monitoring Workforce Management SLA Management Training Mentoring Google Sheets

Customer Service Representative

IntouchCX

Oct 2018 - Dec 2021 (3 years 2 months)

Provided technical and account support via voice, chat, and email in a high-volume environment. Consistently maintained CSAT scores and QA above 90% through effective communication and quick issue resolution. Selected multiple times to pilot new programs and processes based on consistent top-tier performance.

Customer Service Technical Support CSAT Quality Assurance Communication

Information Technology Assistant – Project Support

IIICA

Oct 2013 - Oct 2018 (5 years)

Provided technical support and contributed to process automation for internal operations. Developed Excel tools using VBA to automate manual reports, saving the team over 8 hours per week. Supported internal users by troubleshooting hardware/software issues and ensuring timely resolution.

Technical Support Process Automation Microsoft Excel VBA Technical Troubleshooting