XOCHITL ESCALANTE
Tampa,FL
Summary
Proven expert in data analysis and process improvements, I excel in leveraging advanced Excel skills and analytical thinking to drive strategic decisions at NIELSEN Media Research. Demonstrated leadership in team collaboration, ensuring project delivery with precision and efficiency. Achieved significant enhancements in data integrity and client satisfaction, underscoring a steadfast commitment to excellence and detail. Reliable worker with excellent communication, time management, and computer skills. A driven and detail-oriented individual with a desire to use analytical and problem-solving skills to meet goals. Seasoned Health Insurance Sales Agent with background in providing effective and comprehensive insurance solutions to diverse clientele.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Health Insurance Sales Agent
TZ Insurance Solutions LLC
TAMPA, FL
09.2024 - 12.2024
- Conducted detailed evaluations of clients' health needs and financial capabilities to recommend appropriate insurance policies.
- Clearly explain the features, advantages, and disadvantages of various health insurance policies to clients.
- Utilize effective sales techniques to close sales with prospective customers
- Calculate premiums and establish payment methods for selling insurance
- Stay updated on job knowledge and learn about new products and services
- Built and maintained strong relationships with clients to ensure satisfaction and loyalty.
SR ANALYST-Remote
NIELSEN Media Research
Oldsmar
05.2023 - 07.2024
- Execute procedures to meet internal/external SLAs with high quality
- Train and certify, as applicable on business policies and standard operating procedures
- Adhere to all standard operating procedures and business policies
- Execute data entry via databases
- Develop and recommend solutions for process improvements, in addition to supporting the implementation of new processes and programs
- Work with clients to complete day to day BAU activities
- Support on-call rotations or off-shift availability, as required
- Perform quality checks to ensure data integrity for clients and downstream systems
- Respond to client inquiries via Change Requests, Salesforce tickets, and/or Client Service Representatives
- Research and respond to E&Y Audit requests
- Assist Process/Team Lead with the creation of and data gathering for KPI & Metrics
- Assist Process Lead/Team with UAT Testing for new software releases
- Assist team leads in delivering quality services timely and precisely according to business needs and specifications and at the same time meeting the company quality standards
- Prepare clear and concise reports, dashboard, and presentations that effectively communicate findings to stakeholders and management
- Collaborate with management and other team members to provide actionable recommendations based on data-driven insights, contributing to strategic planning and decision-making processes
- Ensure the accuracy, integrity, and reliability of data used in analyses and reporting
- Cross-functional Collaboration
- Ability to manage multiple projects simultaneously and under pressure with strong conflict management
- Identified and resolved data discrepancies to ensure accuracy
- Helped design, document and maintain system processes
- Provided analytical support for strategic initiatives and projects
Data Analyst- Remote
NIELSEN Media Research
Oldsmar
02.2020 - 05.2023
- Execute procedures to meet internal/external SLA's with high quality
- Train and certify, as applicable, on business policies and standard operating procedures
- Adhere to all standard operating procedures and business policies
- Execute data entry via databases
- Develop and recommend solutions for process improvements, in addition to supporting implementation of new processes and programs
- Work with clients to complete day to day BAU activities
- Support on-call rotations or off-shift availability, as required
- Perform quality checks to ensure data integrity for clients and downstream systems
- Respond to client inquiries via Change Requests, Salesforce tickets, and/or Client Service Representatives
- Research and respond to E&Y Audit requests
- Assist Process/Team Lead with creation of and data gathering for KPI & Metrics
- Assist Process Lead/Team with UAT Testing for new software releases
- Other duties as assigned
Panel Relations Specialist
NIELSEN Media Research
Oldsmar
01.2016 - 01.2020
- Primary customer service contact, addressing household concerns, answering questions and ensuring long-term and accurate usage of equipment
- Meet outbound and inbound call metrics
- Build solid, productive panelist relationships through positive communication
- Collect and analyze data, providing feedback to panelists
- Collect and maintain demographic and device information via outbound and inbound calls to ensure quality of the data
- Use recruitment resources effectively and be able to present full disclosure of participation guidelines to panelists
- Investigate and resolve proprietary system generated panelist performance issues
- Schedule return calls as needed with panelists
- Work with support departments as needed to resolve panelist issues
- Work on different projects and pilots
- Basic Excel knowledge
Help Desk Representative
NIELSEN Media Research
Oldsmar
01.2015 - 01.2016
- Provided first line helpdesk support to panelist and clients
- Supported Call center with most of the surveys
- Followed all center policies and procedures as outlined in the call center policy addendum
- Accomplished projects goals on time
- Maintained a high degree of customer service for all support queries
- Escalated more complex calls to the right departments
- Assisted Frontline when needed
Customer Service Representative
NIELSEN Media Research
Oldsmar
09.2012 - 01.2015
- Practiced exceptional customer service and telephone techniques
- Followed strict guidelines for obtaining consistent unbiased data
- Delivered verbatim scripts for portions of a survey
- Maintained participants engagement throughout a short or medium length survey with low to medium complexity
- Maintained patience and professionalism throughout surveys
- Listen to and accurately capture respondent answers over the phone
- Persuaded reluctant respondents to participate in surveys and diaries
- Maintained confidentiality of procedures, scripts and respondent information
- Demonstrated the ability to move around within a survey to add, delete or change information when appropriate
- Met quality assessments standards and call monitoring requirements
- Cooperated with co-workers and management while working toward department goals
- Maintained center standards for performance and productivity
- Followed all center policies and procedures as outlined in the call center policy addendum
Education
BACHELOR - Business Administration
St. Petersburg College
Clearwater, FL12-2026
Associate in Arts -
St. Petersburg College
US06.2017
Skills
- Data Analysis
- Advanced Excel
- Statistical modeling
- Report Preparation
- Analytics program experience
- Team Collaboration and Leadership
- Data Research and Validation
- Documentation And Reporting
- Process Improvements
- Analytical Thinking
- Quantitative Research
- Statistic analysis
- SQL and Databases
- Problem-solving abilities
- Teamwork and Collaboration
- Multitasking
- Decision-Making
Languages
- Spanish, Native
- English, Fluent
Certification
- 0240-HEALTH INSURANCE LICENSE
Languages
Spanish
Professional
Timeline
Health Insurance Sales Agent
TZ Insurance Solutions LLC
09.2024 - 12.2024
SR ANALYST-Remote
NIELSEN Media Research
05.2023 - 07.2024
Data Analyst- Remote
NIELSEN Media Research
02.2020 - 05.2023
Panel Relations Specialist
NIELSEN Media Research
01.2016 - 01.2020
Help Desk Representative
NIELSEN Media Research
01.2015 - 01.2016
Customer Service Representative
NIELSEN Media Research
09.2012 - 01.2015
BACHELOR - Business Administration
St. Petersburg College
Associate in Arts -
St. Petersburg College
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