VInce Castillo
Gilbert
Summary
Detail-oriented Senior Analyst with a strong background in SQL and Excel. Known for making automated reports that lessen the workload for the rest of my team.
Overview
4
4
years of professional experience
Work History
Senior Analyst
American Airlines
Phoenix
02.2023 - Current
- Acted as the main business SME in developing the SQL warehouse for the refunds department during the transition from IBM to cloud-based servers.
- Recreated and enhanced every refunds department reporting before data cutover to ensure completeness and accuracy.
- Integrated all reports to a one-stop shop dashboard in Power BI.
- Compiled weekly report detailing state and trends of refunds department for director, supporting informed decision-making.
Analyst
American Airlines
Phoenix
10.2022 - 02.2023
- Help maintain and develop refunds reporting for leadership to keep track of employee metrics.
- Discover revenue leakage by breaking down and enhancing existing reports
- implemented automation to the various refunds teams (CRM , Audit , and Quality Control)
Refunds Specialist
American Airlines
Phoenix
08.2022 - 10.2022
- Addressed customer complaints and managed refunds for ticketing services, enhancing overall service quality.
- Processed returns, refunds, and exchanges in accordance with company policy to ensure customer satisfaction.
- Developed comprehensive guides and references for specialists to streamline workflow and improve operational efficiency.
Education
BBA - Business Administration
Northern Arizona University
Flagstaff, AZ05-2022
Skills
- Revenue analysis
- Report automation
- Compliance reporting
- Data visualization
- Power BI integration
- SQL programming
- VBA / Expert Excel
Timeline
Senior Analyst
American Airlines
02.2023 - Current
Analyst
American Airlines
10.2022 - 02.2023
Refunds Specialist
American Airlines
08.2022 - 10.2022
BBA - Business Administration
Northern Arizona University