Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jay Burgos

Bayside,New York

Summary

Strategic Analyst and Operations Leader with over 5 years of experience improving business performance, streamlining QA processes, and aligning cross-functional teams across operations, customer experience, and sales. Known for driving measurable performance gains through data analysis, root cause evaluation, and executive-level reporting. Adept in Power BI, Excel, stakeholder engagement, and process optimization.

Overview

7
7
years of professional experience

Work History

Customer Engagement Analyst

Altice USA
Bethpage, NY
02.2025 - Current
  • Managing high-volume escalation triage across cross-functional departments (order entry, tech ops, billing), identifying systemic breakdowns and reducing repeat contact and service disruptions.
  • Collaborating with BPO leaders and frontline supervisors to address root causes, launching initiatives that reduce truck rolls and improved first contact resolution.
  • Serving as escalation SME for CX teams, aligning resolution strategies with churn mitigation and cost control goals.
  • Owning escalation reporting via Excel; tracking resolution trends, updated dispositions, and conducting data hygiene to ensure clean reporting for leadership reviews.

Quality Assurance Analyst

Altice USA
Bethpage, NY
07.2024 - 02.2025
  • Led bi-weekly QA performance presentations for 3 offshore sites, leveraging 6-month trailing data to identify performance trends and drive actionable insights that improved key metrics across all regions.
  • Conducted root cause analysis on operational inefficiencies across QA and agent workflows, identifying process gaps and recommending data-driven solutions that improved consistency, compliance, and service outcomes.
  • Analyzed QA and performance data using Power BI and Qualtrics; built tailored dashboards and visual reports in Powerpoint to support trend analysis and operational decision making.

Quality Assurance Coordinator; Billing

Altice USA
Bethpage, NY
07.2023 - 07.2024
  • Analyzed and resolved discrepancies existing in the billing space to ensure accurate and compliant practices.
  • Generated detailed reports and provided analysis on billing data providing actionable insights in collaboration with team as well as senior management.
  • Identified inefficiencies in the billing process and implemented enhancements that have improved processing speeds by 15%.
  • Utilized tools such as Microsoft Excel and Sharepoint to streamline the audit process.
  • Trained new team members on billing processes and systems, creating a knowledgable and collaborative team environment.

Sales Analyst

T-Mobile
Bellerose, NY
03.2018 - 07.2023
  • Created reports on sales performance metrics from Power BI for data, and presented observations to senior leadership to formulate strategic decision making.
  • Monitored KPI's such as sales targets, quotas, and other customer insights to provide actionable growth plans for sales team.
  • Presented findings on store performance during district-wide calls, influencing regional strategies and goal implementation.
  • Owned end of day reporting, compiling sales insights and KPI performance data into Excel-based visual reports for management.

Integration Specialist

T-Mobile
Bayside, NY
01.2021 - 06.2021
  • Facilitated the integration of business and system processes during the T-Mobile and Sprint merger, ensuring a seamless transition for employees and customers.
  • Developed and distributed process guidelines to assist teams in adapting to new operational standards and technologies.
  • Provided hands on training and support to employees, assisting with navigating updated systems, policies, and workflows.
  • Collaborated with leadership and cross-functional teams to address integration challenges, troubleshoot system issues, and implement process improvements.
  • Managed internal communication efforts, ensuring clarity and alignment between teams during the transition phase.

Education

Project Management Certification -

Coursera
07.2022

Bachelor of Arts - Economics

Queens College
Flushing, New York
07.2020

Bachelors of Arts - Sociology

Queens College
Flushing, New York

Skills

  • Stakeholder collaboration
  • KPI monitoring
  • Training and development
  • Project management
  • Root cause analysis
  • Trend analysis
  • Team collaboration and leadership
  • Documentation and reporting

Timeline

Customer Engagement Analyst

Altice USA
02.2025 - Current

Quality Assurance Analyst

Altice USA
07.2024 - 02.2025

Quality Assurance Coordinator; Billing

Altice USA
07.2023 - 07.2024

Integration Specialist

T-Mobile
01.2021 - 06.2021

Sales Analyst

T-Mobile
03.2018 - 07.2023

Project Management Certification -

Coursera

Bachelor of Arts - Economics

Queens College

Bachelors of Arts - Sociology

Queens College

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