Jennifer Durán
@jenniferdurann
Data analyst focused on BI, dashboards, process automation, and KPI-driven insights.
El SalvadorWhat I'm looking for
I am a data-driven analyst with 5+ years improving operational efficiency and enabling better business decisions through data cleaning, KPI monitoring, and reporting. I have designed automated dashboards and CRM reports that increased transparency and reduced delays.
In recent roles I managed 1,200+ medical appointments monthly achieving a 98% on-time rate and built Excel dashboards that cut patient delays by 25%. I also delivered technical support insights that improved first-contact resolution and shortened case resolution times.
I am expanding my business intelligence skills through the Google Data Analytics certificate and additional training in SQL, Power BI, and data visualization to drive actionable insights and streamline cross-team workflows.
Experience
Work history, roles, and key accomplishments
Data & Scheduling Agent
Glass Mountain BPO – Village Medical
Jul 2022 - Jul 2025 (3 years)
Managed 1,200+ medical appointments monthly, achieving a 98% on-time rate and designed automated Excel dashboards that reduced patient delays by 25% while improving operational transparency.
Technical Support Agent
Foundever – PlayStation US
Oct 2021 - May 2022 (7 months)
Provided real-time technical support for PlayStation users, achieving an 85% first-contact resolution rate and contributing to a 15% reduction in case resolution time through support data analysis.
Customer Services Representative
Telus International – Walmart US
Dec 2020 - Feb 2021 (2 months)
Synthesized customer feedback and issue patterns to inform operational improvements while maintaining a 95% positive feedback score through tailored customer support.
Sales & Customer Support Assistant
SuperValu
Jan 2020 - Sep 2020 (8 months)
Provided personalized customer assistance and managed inventory and opening/closing tasks for the food department, improving customer experience and reducing food waste through ready-to-bake meal development.
Customer Services Assistant
Primark
Oct 2019 - Jan 2020 (3 months)
Assisted customers and managed sleepwear merchandising, supported peak checkout periods, and led overnight reorganization and stock replenishment to maintain product availability and visual standards.
Education
Degrees, certifications, and relevant coursework
Coursera / Google
Professional Certificate, Data Analytics
Currently pursuing the Google Data Analytics Professional Certificate to expand expertise in business intelligence and strategic reporting.
Castleforbes College
Certificate, English Language / IELTS Preparation
2019 - 2020
Completed an intensive six-month specialized program focused on IELTS exam preparation from December 2019 to June 2020.
CSCentre of English Studies
Certificate, English Language
2019 - 2019
Completed an intensive six-month English program in Dublin from April 2019 to October 2019 to improve academic and conversational English skills.
DUDr. José Matías Delgado University
Bachelor's Degree, Graphic Design
2011 - 2017
Earned a Bachelor's Degree in Graphic Design, completing the program between 2011 and 2017.
Tech stack
Software and tools used professionally
Availability
Location
El SalvadorAuthorized to work in
Job categories
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