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Gersan Lopez

Gersan Lopez

Data Analyst

Comcast

Technologies

My Portfolio Highlights

My New Course

Introduction to SQL

My Work

Take a look at my latest work.

project

Analyzing Students' Mental Health

project

Analyze International Debt Statistics

DataCamp Course Completion

Take a look at all the courses I’ve completed on DataCamp.

My Work Experience

Where I've interned and worked during my career.

Comcast | Jun 2022 - Present

Analyst 2, Finance & Accounting

• Reviewed financial reports and streamlined operations to increase productivity and company profits. • Collected data and developed detailed spreadsheets to identify trends. • Collected data from other divisions to support quarterly forecasts. • Provided strategic planning advice and financial oversight for corporate stakeholders. • Used relevant financial technology to generate reports and recommended courses of action to upper management. • Developed forecasting tools to analyze revenue variances. • Conducted detailed financial analysis to identify and evaluate changes in operations, trends and potential areas of improvement. • Developed and updated tracking spreadsheets for process monitoring and reporting. • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
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Comcast | May 2021 - Jun 2022

Specialist 2, Product Sales Support & Analysis (iCAR)

• Piloted the iCAR role and assisted in creating the footprint for future employees. • Designed course materials and supported implementation. • Recorded accurate and efficient records in customer database. • Worked independently with minimal supervision. • Built relationships with customers and community to promote long term business growth. • Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends. • Acts as liaison between Sales, Marketing and IT to provide insight-driven and actionable database query requirements. • Dispatched field service technicians to correct issues requiring in-person technical assistance. • Assessed technical complexity of tickets to escalate to Tier 3 team. • Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions. • Communicated updates regarding business proposals, contracts and current projects. • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions. • Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs. • Recorded accurate and efficient records in customer database. • Contributed to event marketing, product education and brand promotion. • Demonstrates functional skill to provide prompt resolution to Community account customers via telephone and/or e-mail to assist with a variety of customer inquiries and issues. • Proactively follows-up with property manager regarding sales, product, technical, or customer care issues. Leads fast resolution of product and customer care issues across customer care, billing and technical support as a single point of contact who is helpful to the customer and property staff and also to internal teams.

Comcast | Feb 2019 - May 2021

Customer Experience Specialist (Account Management)

• Coach, motivate and train teams of Customer Experience Representatives while in nesting and training. Provide feedback on their performance that ensures a consistent high level of customer service and identify opportunities for improvement. Both in- person and virtual. • Actively promote and motivate individuals and the team toward achievement of sales goals. • Conduct Team Meetings and Huddles to heighten employee engagement, product fluency and empowerment. • Assist agents with escalations through virtual chat. Escalations range from company biller system assistance (ACSR & AMDOCS), de-escalations of customer calls and product knowledge and information. • Handle inbound calls from customers over multiple states including Florida, Georgia, Tennessee and Chicago. • Proficient in both company Billers (ACSR & AMDOCS). • Subject Matter Expert (SME) on products, policies and procedures. • Proficient at opening new accounts and upgrading existing customer service to three core products. • Quickly and effectively solve customer challenges and de-escalating intense situations to turn around customer’s experience. • Maintain quality customer service on every interaction and as a result retaining customers. • Maintaining above average first call resolution by providing customers with useful and accurate information on each interaction.

UPS | Aug 2016 - Feb 2019

Package Handler

• Worked collaboratively with my colleagues to unload and load packages in a timely and efficient manner in the warehouse department. • Build cross-functional relationships to improve the customer experience. • Identify major customer pain-points and present findings and solutions to Leadership Team.

My Education

Take a look at my formal education

Bachelor's degree, Theology/Theological StudiesConcordia University-Wisconsin | 2022

About Me

Gersan Lopez

I am an organized and dependable employee who successfully manages multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals and always receptive to feedback with the intention of growth. A quote I

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