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

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.
Conducted in-depth analysis of no-show rates across multiple locations within Texas and Florida counties and analyzed potential factors contributing to these variations.
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.
Led training sessions for management teams on the implementation and utilization of new software designed for broadcast messaging and live-chat monitoring.
Collaborated closely with managers and Quality Assurance (QA) specialists to develop scorecards aimed at increasing service quality and agent performance.
Streamlined processes to enable real-time visualization of QA through interactive dashboards.

Product Operations Intern

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

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

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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