Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
Timeline
Generic

GERALDINE AVILES-RUEDA

Cutler Bay,FL

Summary

Experienced in Business Analytics, bilingual professional with expertise gained at NextEra Energy. Complemented by an MBA pursuit, I possess a comprehensive understanding of Excel, R, Tableau, and Power BI. Passionate about leveraging data for strategic decision-making and improving business performance.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Production Analyst

NextEra Energy Resources
07.2023 - Current
  • Review weekly staffing strategy to identify opportunities to make staffing decisions to ensure the team meets operational metrics.
  • Manage payroll for over 250+ employees across Customer Care Operations.
  • Leverage payroll automation that utilizes Verint and MIS Reporting to insert data into timesheets.
  • Oversee scheduling for Customer Care Representatives across different organizations such as Analysis and Resolution, Customer Advocacy,
    FPL-NW, and our two outsources, Intelogix and Alorica.
  • First line communication for employee call outs, troubleshooting system issues for our home agents, and the liaison between training and operations.
  • Conduct various operational reports that provide insight on absenteeism, forecasted staffing, attrition, and budgetary information.

Customer Support Representative II

NextEra Energy Resources
01.2023 - 07.2023
  • Delivered high-quality support for residential and commercial customers, handling inquiries related to service orders, billing discrepancies, and account management.
  • Trained in specialized areas including high bill investigations and generalist functions, ensuring accurate resolution and customer satisfaction.
  • Collaborated with internal departments to troubleshoot complex issues and escalate cases when necessary, contributing to efficient case resolution and positive service outcomes.

Front desk (Customer Service)

Sunny Isles Eye Center Optometrist office
08.2022 - 01.2023
  • Managed front desk operations including patient scheduling, insurance verification, and payment processing.
  • Handled electronic medical records (EMR), authorization requests, and explanation of benefits (EOBs) to ensure smooth patient flow and compliance.
  • Communicated with patients via phone and online platforms to confirm appointments and address inquiries, maintaining a welcoming and organized environment.

Team Member (Customer Service)

Chick-fil-A
05.2022 - 08.2022
  • Delivered exceptional customer service in a fast-paced environment by taking orders, resolving concerns, and ensuring a positive dining experience.
  • Maintained cleanliness, organization, and efficiency in front-of-house operations.
  • Collaborated with team members to meet peak-time demands while upholding Chick-fil-A’s high standards for service and hospitality.

Seasonal Customer Experience

Best Buy
08.2020 - 01.2021
  • Assisted customers with product inquiries, purchases, and technical support for electronics including computers, tablets, and mobile devices.
  • Delivered high-volume service during holiday peak periods while maintaining a friendly and solutions-focused approach.
  • Supported front-end operations, including returns, exchanges, and order pickups, ensuring a seamless in-store experience.

Education

Master of Business Administration - Business Intelligence Analytic

Nova Southeastern University
Miami, FL
12-2026

Bachelors in Arts - International Relations and Minor in Business Analytics

Florida International University
Miami, FL
06.2024

Associate of Arts - International Relations/Finance

The Honors College At Miami Dade College
Miami, FL
05.2022

High School Diploma - undefined

Miami Lakes Ed. Center High School
Miami, FL
05.2020

Skills

  • Proficient in Excel for data analysis and reporting
  • Familiar with R programming for basic data manipulation and analysis
  • Basic working knowledge of Tableau and Power BI for data visualization
  • Leadership
  • Communication skills
  • Multitasking and Organization

Certification

  • MTA- Security Fundamentals
  • MTA- Networking Fundamentals
  • Bloomberg Market Concepts

Accomplishments

  • Information Technology Award. (2016-2017)
  • Certificate for participation in Cyber-patriot (2017-2019)
  • Certificate of attendance National Cybersecurity Awareness Month (2018-2019)
  • South Florida Affiliate Honorable Mention (NCWIT) (2019-2020)

Languages

Spanish
English

Timeline

Production Analyst

NextEra Energy Resources
07.2023 - Current

Customer Support Representative II

NextEra Energy Resources
01.2023 - 07.2023

Front desk (Customer Service)

Sunny Isles Eye Center Optometrist office
08.2022 - 01.2023

Team Member (Customer Service)

Chick-fil-A
05.2022 - 08.2022

Seasonal Customer Experience

Best Buy
08.2020 - 01.2021

High School Diploma - undefined

Miami Lakes Ed. Center High School

Master of Business Administration - Business Intelligence Analytic

Nova Southeastern University

Bachelors in Arts - International Relations and Minor in Business Analytics

Florida International University

Associate of Arts - International Relations/Finance

The Honors College At Miami Dade College

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GERALDINE AVILES-RUEDA