Angie Morales, Data Analyst Marketing/ Industrial Engineer

About

Acclaimed industrial engineer with 10+ years of experience focused on data analysis, management of quality and market metrics (KPIs), and development of statistics and data modeling. Work specialized towards maximizing business efficiencies and organizational actions while improving company performance and market strategies. Recognized in 2022 for valuable contributions made to the Marketing Department of RACSA, the telecommunications and IT firm of the government of Costa Rica, while also demonstrating an Outstanding Job Performance Rating for three consecutive years since 2020. Recently relocated to Chicago and seeking employment. Current work status is U.S. Permanent Resident.

Experience

RACSA

Feb 2017 – Oct 2023

Indicator analyst

Generation of quality control reports and market metrics (KPIs) for development and implementation of action plans geared towards improving customer satisfaction index, customer experience (CX), voice of the customer (VOC) and consumer retention (NPS, CSAT, CES, among others). Specialist in data analysis, managing dashboards, conducting surveys, data collection techniques, information flow mapping, employment of statistical methodologies, data modeling with R, Python and Power BI, design of experiments and producing actionable insights for business performance and execution strategies. Outstanding Job Performance Rating for three consecutive years: 2020, 2021,2022. View performance reviews and recognitions in Honors from Linkedin. Certificate of recognition for the contribution to achieving the objectives of the Marketing Department of the organization in 2022, due to the annual increase and maintenance of metrics such as NPS and the service quality perception index.

Central Bank of Costa Rica

Nov 2016 – Jan 2017

Project Management Analyst

Responsible for planning and organizing the “Innovation and Integration of Statistics Project” in the Economic Division of the bank for the achievement of project objectives segmented in the categories of time, cost and scope. Design process flows for analysis using Bizagi.

BAC Credomatic financial group

Dec 2010 – Sep 2015

Product Coordinator / Senior Process Engineer / Junior Process Engineer

Promoted to Senior Process Engineer after two years, then again to Product Coordinator, overseeing a large number of diverse projects including Personal Loans, Assistance and Insurance Plans, Automatic Collections, Credit Card Renewals and Migration of strip cards to chip technology. Produced definitions, control and analysis of processes, data, indicators, dashboards, and statistics for business performance management and strategies. Spearheaded implementation, monitoring, evaluation, and continuous improvement of commercial projects and products. Methodologies employed include Six Sigma to measure operational efficiency and improve process management, The 4 Disciplines of Franklin Covey to increase strategic execution through tools that promote a high-performance culture and Scrum with Jira, to manage scrum boards.

Education

Costa Rican University

Jul 2018 – Aug 2018

Certificate , Big Data and Data Science for public administration

PROMIDAT

Mar 2017 – May 2017

Certificate , Data mining: predictive models

Costa Rican Institute of Technology

Feb 2005 – Oct 2010

Bachelor , Industrial Engineering

Angie Morales

Data Analyst Marketing/ Industrial Engineer

Skills

Languages