Diana Aviles
Manassas,VA
Summary
Professional with strong expertise in analytics, well-prepared to drive impactful insights and strategic decision-making. Skilled in data analysis, statistical modeling, and data visualization, ensuring accurate and actionable results. Valued for collaborative approach, adaptability, and consistent achievement of team goals. Known for reliability and ability to meet evolving business needs effectively.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Analytics Consultant
Wells Fargo
11.2018 - Current
- Presenting the latest feedback to internal stakeholders for customer experience, regulatory compliance, marketing, risk prevention, and call center metrics
- Smoothly piloted multiple card product launches resulting in seamless transitions and increased customer engagement by 35%
- Initiated thematic analysis efforts, contributing to a thorough comprehension of customer feedback and enabling data-driven growth strategies for Wells Fargo
- Leads quality assurance for Emerging Trends reviews, setting up notifications/alerts for topics under review, and collaborating with other teams to establish best practices for their Continuous Improvement (CI) engine reviews/alerts
- Drove the implementation of advanced analytics and predictive modeling techniques to fuel business growth and enhance customer satisfaction
- Supported the development of a streamlined process for call listening within JIRA, enhancing the efficiency of the team's workflow and data management
- Develop and implement innovative data analysis methods to identify patterns and trends in customer behavior, enabling the identification of opportunities to improve customer experience and drive business growth
- Collaborate with stakeholders to identify opportunities for operational efficiency and cost savings, and provide recommendations for process improvements
- Analyze customer feedback data to identify trends and insights that can be used to improve customer experience and drive business growth
- Identify and analyze key performance indicators (KPIs) for different business areas and develop data driven insights to improve operational efficiency and drive business growth
Operations Manager - Speech Analytics
BPA Quality
01.2014 - 11.2018
- Partnered closely with hiring team to strategize and execute recruitment initiatives, evaluate candidate qualifications, conduct interviews, and make informed hiring recommendations to senior management
- Led root cause analysis efforts to identify and resolve contact drivers for business partners, driving process improvements
- Organized weekly governance gatherings to monitor project progression and ensure goal fulfillment across different stages of completion
- Coordinated with Ingestion Manager to ensure compliance with metadata regulations and enhance data management practices
- Drove efforts to promote speech analytics adoption both within organization and to external stakeholders, advocating for strategic investments in analytics programs
- Specialized in program implementation and training, focusing on enabling smooth transitions and efficient adoption of speech analytics software
Team Leader
BPA Quality
01.2013 - 01.2014
- Created task assignments and offered guidance to team of 15 analysts, actively addressing queries and providing necessary support throughout projects
- Supervised daily productivity reports and managed resource allocation across multiple sites
- Provided mentorship to analysts through coaching sessions, aiming to improve both work quality and output quantity
Quality Assurance Analyst
BPA Quality
01.2011 - 01.2014
- Delivered consistent performance above daily targets while maintaining an accuracy rate exceeding 90%
- Identified patterns in audited calls to support prompt coaching interventions aimed at enhancing agent performance
- Mastered multiple lines of business and projects through proactive cross-training efforts
Education
High School Diploma -
National External Diploma Program
Long Beach, NYVocational -
Technology Center of Dupage
Addison, ILSkills
- Nexidia
- Natural language processing
- Business intelligence
- SAS analytics
- Text analytics
- Data Visualization
- NICE
- Verint
- Call Miner
- SAS Viya
- Advanced Excel
- SQL programming
Accomplishments
- Member of the Wells Fargo COO DEI Champion committee, organized meetings and created presentations to encourage meaningful discourse regarding DEI efforts within the company.
- Freelance writer specializing in call center culture, speech analytics, and data analytics, promoting the value of VoC analytics in organizations.
Certification
- Six Sigma Certification - Green
- Certified Virtual Query Builder (Nexidia Interaction Analytics)
- SAS Visual Business Analytics Professional
- Google Project Management Professional Certificate
- Excel Expert Certification – Microsoft Office Specialist, Expert (Office 365 and Office 2019).
- CompTIA Certification - In Progress
Timeline
Senior Analytics Consultant
Wells Fargo
11.2018 - Current
Operations Manager - Speech Analytics
BPA Quality
01.2014 - 11.2018
Team Leader
BPA Quality
01.2013 - 01.2014
Quality Assurance Analyst
BPA Quality
01.2011 - 01.2014
High School Diploma -
National External Diploma Program
Vocational -
Technology Center of Dupage
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