Lizzie (Alma) Davalos
Austin,TX
Summary
Experienced and enthusiastic Consultant with track record of success across wide range of industries. Possesses exceptional interpersonal, problem-solving and analytical skills to provide advice and expertise to client organizations improving business performance. Experienced in all aspects of operations, strategy and customer success.
Overview
7
7
years of professional experience
Work History
Customer Experience Analytic Consultant
Concentrix Catalyst, Strategy and Design
04.2021 - Current
- Consulted 13 clients in industries such as, technology, travel, retail, automotive, healthcare, and banking
- Crafted strategic recommendations by developing a prioritized roadmap and comprehensive business cases, optimizing resource allocation and driving informed decision-making
- Integrated analysis of new business opportunities into project research, enhancing strategic insights and future growth potential.
- Traveled to perform on site visits both nationally and internationally and facilitated focus groups, side-by-sides, & interviews to identify pain points in customer and employee experience
- Analyzed call center metrics/KPIs and customer satisfaction data to determine operational efficiencies and gaps
- Collaborated with cross-functional teams to interpret customer data and provide strategic insights
- Constructed current state customer journey maps and process flows as well as design future state maps/flows
- Utilized Observe AI (artificial intelligence/machine learning) to identify trends and patterns in customer interactions
- Presented weekly client check-ins and final analytical insights and deliverables to internal and external stakeholders
- Researched, developed, and presented new data security guidelines for strategy and design team
- Lead the strategy and design culture club and coordinate monthly international team events for over 200 participants
- Mentored and trained 3 new hires as well and scheduled bi-weekly check-ins with a variety of team members to stay up to date with current business needs and team updates.
Bilingual Investigator
DC Health
06.2020 - 04.2021
- Utilized Salesforce and AWS to collect and analyze demographic, clinical, social, and historical data
- Conducted case interviews in English/Spanish to determine whether safe isolation/quarantine can be achieved
- Created training materials and presentations to share with Contact Trace Force (CTF) on how to best detect and attend to outbreaks and complicated cases
- Led team meetings once a week, provide CTF updates, and document team concerns/questions
Project Management Intern
Society for Public Health Education (SOPHE)
01.2020 - 05.2020
- Produced a mental health webinar for the SOPHE’s membership of 4,000 health professionals
- Evaluated 6,582 Continuing Education Surveys from the Virtual SOPHE 2020 Annual Conference
- Managed Global Health Promotion Newsletter, NARO Navigator for the International Union for Health Promotion and Education
- Developed a mobile application that served as the virtual Final Program for the Annual Conference
- Directed 70th anniversary video that was presented to over 800 conference attendees
- Designed communication channels and social media graphics for Virtual SOPHE 2020 Annual Conference.
Pre-Clinical Public Health Intern
Coastal Horizons Center at Wilmington Health Access for Teens
08.2019 - 12.2019
- Facilitated patient check-in/out, patient follow ups, and initial vital signs
- Administered and updated patient files in medical records database.
Nurse Aide
Lower Cape Fear Hospice & Bradley Creek Health Center
08.2017 - 12.2019
- Empowered residents to complete activities of daily living
- Strived to meet patient and family needs
- Collaborated with a diverse team of administrators and health care providers.
Education
Bachelor of Science - Public Health Studies
University of North Carolina Wilmington
05.2020
Certified Health Education Specialist -
National Commission for Health Education Credentialing
11.2020
Certified Nurse Assistant -
North Carolina Department of Health and Human Services
08.2017
Skills
- Advanced Excel
- Tableau Expertise
- Sentiment Analysis
- Teamwork and Collaboration
- Problem-Solving
- Client Relationships
- Client Engagement
- Analysis & Evaluation
- ROI Calculations
- Customer Experience Design
- Digital Transformation
- Growth strategy
Skillsinterests
Fluent Spanish (written & spoken), Elementary French (written & spoken), Google workspace, Excel, PowerPoint, Word, Publisher, OneNote, MS Teams, Slack, Salesforce, SAP CRM, Observe AI, AWS, Miro, PowerBI, SPSS, Nexidia, Citrix, Canva, Verint, Tableau.
Languages
Spanish
Native or Bilingual
French
Elementary
Timeline
Customer Experience Analytic Consultant
Concentrix Catalyst, Strategy and Design
04.2021 - Current
Bilingual Investigator
DC Health
06.2020 - 04.2021
Project Management Intern
Society for Public Health Education (SOPHE)
01.2020 - 05.2020
Pre-Clinical Public Health Intern
Coastal Horizons Center at Wilmington Health Access for Teens
08.2019 - 12.2019
Nurse Aide
Lower Cape Fear Hospice & Bradley Creek Health Center
08.2017 - 12.2019
Bachelor of Science - Public Health Studies
University of North Carolina Wilmington
Certified Health Education Specialist -
National Commission for Health Education Credentialing
Certified Nurse Assistant -
North Carolina Department of Health and Human Services
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