Summary
Overview
Work History
Education
Skills
Awards
Timeline
SoftwareDeveloper
LINA HERNANDEZ

LINA HERNANDEZ

Vancouver,BC

Summary

• Business Analyst with more than 7 years of experience identifying opportunities to improve processes. Worked in different industries such as advertising, BPO, retail, and fintech.

• Managed the fraud division and reduced company losses by 5%. Implemented better processes such as the automation of manual reviews, launched two new platforms, and optimized the chargebacks management process.

Overview

10
10
years of professional experience

Work History

BUSINESS ANALYST

Buyatab Online
06.2022 - Current
  • Launched a fraud protection company that reduced 400K in losses a year.
  • Facilitated the introduction of a new payment processor that upgraded the customer checkout experience by accepting 3 new payment methods,
  • Integrated data visualizations and presented recommendations to the senior management once a month.
  • Generated ad-hoc reports to evaluate specific business requirements such as chargeback trends, promotions, approval rates, and other metrics.
  • Trained one member in fraud analysis, resulting in stronger staff development and increased of the team.

FRAUD COORDINATOR

05.2021 - 05.2022
  • Restructured the chargeback representment to reduce chargeback losses
  • Redesigned the end-of-the-month report and reduced on average 6 hours per month to prepare the report.

CUSTOMER SERVICE SPECIALIST

Buyatab Online
03.2020 - 04.2021
  • Trained a team of seasonal customer service agents who expedited the resolution of more than 13K customer inquiries during the holiday season.

SEASONAL CUSTOMER SERVICE AND SALES REPRESENTATIVE

Aldo Shoes
09.2019 - 12.2019

BILINGUAL CUSTOMER SERVICE AGENT

Lyft
11.2017 - 04.2018

DIGITAL MEDIA PARTNERSHIPS COORDINATOR

Adsmovil
05.2015 - 01.2016
  • Reactivated the ad network with many of the old partners and developed new strategic relationships.
  • Implemented Zoho CRM to improve management of partnerships' information and negotiations.
  • Launched a real-time reporting platform so the affiliates could receive accurate and transparent reporting.

DIGITAL MEDIA PARTNERSHIPS COORDINATOR

MediaResponse
01.2013 - 05.2015
  • Increased web inventory for the ad network by developing and maintaining relationships with media partners
  • Implemented and optimized promotional campaigns on the ad server, working with the ad operations Team.

Education

Professional Certificate - Data Analysis

Google
04.2023

Certificate - International Business

Greystone College
Montreal, QC
04.2020

Certificate - Hospitality Management

Arbutus College
Vancouver, BC
05.2019

BBA - Business Administration

Universidad Santo Tomas
Colombia
10.2013

Certificate - Human Resources

Instituto Latino
Colombia
11.2008

Skills

  • Excel
  • Effective Communication
  • Pivot Tables
  • Process Optimization
  • Critical Thinking
  • Active Listening
  • Judgment and Decision-Making
  • Learning Strategies
  • Data Visualization
  • Tableau
  • Data Analysis
  • Web-Based Reporting Tools

Awards

Excellence Award

Buyatab 2022

Timeline

BUSINESS ANALYST

Buyatab Online
06.2022 - Current

FRAUD COORDINATOR

05.2021 - 05.2022

CUSTOMER SERVICE SPECIALIST

Buyatab Online
03.2020 - 04.2021

SEASONAL CUSTOMER SERVICE AND SALES REPRESENTATIVE

Aldo Shoes
09.2019 - 12.2019

BILINGUAL CUSTOMER SERVICE AGENT

Lyft
11.2017 - 04.2018

DIGITAL MEDIA PARTNERSHIPS COORDINATOR

Adsmovil
05.2015 - 01.2016

DIGITAL MEDIA PARTNERSHIPS COORDINATOR

MediaResponse
01.2013 - 05.2015

Professional Certificate - Data Analysis

Google

Certificate - International Business

Greystone College

Certificate - Hospitality Management

Arbutus College

BBA - Business Administration

Universidad Santo Tomas

Certificate - Human Resources

Instituto Latino
LINA HERNANDEZ