DIGITAL CUSTOMERS BEHAVIOUR ANALYST

Analyst of user behavior and contact patterns in digital channels (Customer Services). Experience in:

• Detection of failures and opportunities for improvement in Claro Argentina’s digital service channels to ensure:
  
  • Average Call Handle Time
  • First Call Resolution
  • Call quality
• Analysis of contact reasons and service tools to increase quality and efficiency
• Design of proposals focused on the simplification of the analyzed processes
• Creation of supporting infographic documentation for the submitted proposals
• Periodic preparation of metrics and KPI reporting
• Identification of areas of improvement on the knowledge bases and chatbot flows
• Diagramming responses and validations for chatbots
• Survey of training needs for advisors on operations and service tools
• Provide assistance/mentoring to junior analysts
• Teamwork with marketing, press and advertising areas