Brandon Alfaro

Brandon Alfaro

Patient Contact Center Analytics Specialist
Spain
German, English, Spanish

About Me

Brandon Jersai Alfaro Checa has experience in analytics, product operations, and data-driven decision-making across healthcare and ride-sharing contexts. He holds an M.S. in Fundamental Principles of Data Science from th…

Experience

Patient Contact Center Analytics Specialist

MD Medical Group
Jul 2022 - May 2023 · 10 months

<p>Monitored and analyzed metrics for a multi-location call center to identify trends, pinpoint areas for improvement, and make data-driven decisions to enhance operational performance and patient’s satisfaction.<br>
Conducted in-depth analysis of no-show rates across multiple locations within Texas and Florida counties and analyzed potential factors contributing to these variations.<br>
Achieved a 50% improvement in staff’s occupancy rate through monitoring and managing workloads, minimizing idle time, and encouraging open communication and feedback channels between management and staff.<br>
Led training sessions for management teams on the implementation and utilization of new software designed for broadcast messaging and live-chat monitoring.<br>
Collaborated closely with managers and Quality Assurance (QA) specialists to develop scorecards aimed at increasing service quality and agent performance.<br>
Streamlined processes to enable real-time visualization of QA through interactive dashboards.</p>

Product Operations Intern

Didi Chuxing Technology Co.
May 2022 - Jul 2022 · 2 months

<p>Played a pivotal role in testing a new loyalty reward program tailored for drivers within a ride-sharing car app.<br>
Conducted analysis through SQL querying to evaluate the impact of the loyalty program on driver behavior and performance metrics.<br>
Collaborated with the product manager and team members to design and execute A/B tests comparing the loyalty program against baseline conditions.<br>
Contributed to the creation of Excel dashboards for monitoring key metrics such as driver retention, supply hours, and revenue generation.</p>

Skills

Python Data Science PySpark Scikit Learn TensorFlow Docker Python (Pandas Numpy Scikit-Learn Keras) Agile Data Science SQL Pandas NumPy scikit-learn Keras Tableau NoSQL Microsoft Office Project Management Scrum Machine Learning Big Data Bayesian Statistics Time Series Deep Learning Agile Natural Language Processing TF-IDF Word Embeddings Neural Networks Accuracy Precision Recall F1-score ROC AUC Git GitHub Streamlit IMDb API MongoDB Jira Kanban Sprint Planning Task Assignment Daily Scrum A/B Testing Excel
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