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Gabriela Hernandez

Operations Analyst, Project Management, Strategic Analysis

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Intro
Buenos Aires, Argentina
Product Operations Analyst at Dialpad
Product Operations Analyst at Dialpad
Joined May 3, 2024

Skills

Languages

Spanish
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Native or Bilingual
English
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Native or Bilingual
About
I'm a detail-oriented professional with 7+ years of experience in IT/Customer Support Operations and Process Improvement. Currently, I'm a CX Ops Analyst at Dialpad, where I specialize in providing reporting, data validation, and process support for our CX teams. I thrive on making support operations processes clear, accessible, and efficient.
Experience
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Dialpad
Dec 2022 – Present
Remote
Product Operations Analyst
● Drove operational excellence and fostered data-driven decision-making across the Customer Experience teams through strategic analysis, process optimization, and implementation of new solutions/integrations. ● Led the development and implementation of custom reports, dashboards, and data visualizations, providing valuable visibility into product usage, customer feedback, and operational metrics. ● Managed the full lifecycle of operational improvement initiatives, coordinating requirements gathering, testing, and rollouts across Customer Success, Support, and Professional Services teams to ensure seamless integration and adoption. ● Collaborated with stakeholders to document processes, identify gaps, and implement optimised solutions, resulting in streamlined workflows and operational efficiencies through advanced analytics capabilities. ● Leveraged expertise in Salesforce, Zendesk, Zapier, and databases to seamlessly integrate and adopt solutions across cross-functional teams.
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Dialpad
Dec 2022 – Present
Remote
Product Operations Analyst
● Drove operational excellence and fostered data-driven decision-making across the Customer Experience teams through strategic analysis, process optimization, and implementation of new solutions/integrations. ● Led the development and implementation of custom reports, dashboards, and data visualizations, providing valuable visibility into product usage, customer feedback, and operational metrics. ● Managed the full lifecycle of operational improvement initiatives, coordinating requirements gathering, testing, and rollouts across Customer Success, Support, and Professional Services teams to ensure seamless integration and adoption. ● Collaborated with stakeholders to document processes, identify gaps, and implement optimised solutions, resulting in streamlined workflows and operational efficiencies through advanced analytics capabilities. ● Leveraged expertise in Salesforce, Zendesk, Zapier, and databases to seamlessly integrate and adopt solutions across cross-functional teams.
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JP Morgan Chase
Feb 2021 – Dec 2022
Argentina
IT Support Operations Lead
● Led 15+ team providing technical support to ensure quality service delivery. ● Optimized processes through cross-functional collaboration and gap analysis. ● Analysed service metrics and ticket data to monitor health, surface bottlenecks and recommend improvements. ● Coordinated across support levels for issue resolution and stakeholder alignment. ● Leveraged ServiceNow reporting to extract KPIs and enable data-driven decisions.
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JP Morgan Chase
Jun 2019 – Jan 2021
Argentina
IT Support Technician
● Provided exceptional Cisco CUCM/Unity and Avaya VoIP support resolving complex technical issues to increase CSAT. ● Resolved 30+ daily tickets maintaining 98% CSAT through first-contact resolution. ● Trained/mentored new team members on systems and processes.
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Avaya
Mar 2018 – May 2019
Argentina
HelpDesk Team Lead
● Managed 10 technicians - coached team, optimised staffing to decrease wait times. ● Analyzed CSAT data, drove process/documentation improvements based on customer insights. ● Collaborated cross-functionally to enhance technician training and knowledge resources.
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Avaya
May 2017 – Feb 2018
Argentina
HelpDesk Tech Support Agent (Level 1)
● Documented customer interactions/resolutions in HP Service Manager for knowledge base. ● Delivered timely solutions and troubleshooting support via phone, email, and chat channels.