Juan Carlos Ehapo

JCSE JUAN CARLOS EHAPO Product Quality Analyst -+++++++ ++++++ +++++++ +++++++ C O N TA C T PROFILE Customer-centric, data-driven and analytical Customer Experience and Product Analyst with over 4 years of experience in product analysis, data-driven decisionmaking, and customer experience and journey optimization. Proven ability to leverage data analytics to refine product strategies, enhance user experience, and drive measurable business growth. Adept at cross-functional collaborations, turning customer feedback into actionable insights, and leading initiatives aimed at boosting satisfaction, retention, and product performance. ADDRESS Kluczborska 52/3 31-302 Kraków, Poland PHONE - - EDUCATION EMAIL- BACHELOR OF SCIENCE IN DATA SCIENCE International University of Applied Sciences | since 2024 SOCIAL MEDIA CLOUD COMPUTING Santander Open Academy | 2024 INSTAGRAM Juanca_ehapo BACHELOR OF COMMERCE IN ACCOUNTING MANCOSA | 2022 LINKEDIN Juan Carlos Ehapo GENERAL DATA PROTECTION REGULATIONS (GDPR) Alison | 2020 SKILLS & CAPABILITIES SSL COMPLETE GUIDE: HTTP to HTTPS Udemy | 2020 SKILLS OF AN ADMINISTRATIVE ASSISTANT New Oaks College | 2018 TIME MANAGEMENT eLearnSA College | 2018 HIGH SCHOOL DIPLOMA Colegio Adventista de Malabo | 2015 • • • Mathematics (A) Business Economics (B) Physics & Chemistry (C) • • • • • • • • • • • • Proactive and Resourceful Strong Financial and Accounting Acumen Dynamic Problem-Solving Skills Data Analysis & Business Intelligence Product & Process Optimization Simultaneous Projects Management Outstanding Communication Skills Tech-Savvy with Solid Research Skills Strong Attention to Details Fast-Learner, Adaptable, and Accountable Vendors and Stakeholders Management Risk & Compliance Management Skills JCSE EHAPO JUAN CARLOS Product Quality Analyst vg PROFESSIONAL EXPERIENCE REFERENCES CX MANAGER – PRODUCT QUALITY Revolut Juliana da Costa Rocha – CX Manager P : - E :-S : www.revolut.com Revolut | FinTech | Kraków, Poland | 2022 – Present • • • Perform RCA on user feedback data (complaints, NPS, TP, app store reviews, etc.) to drive data-informed product and process enhancements, using statistical and predictive analytics to improve operational efficiency and customer experience. Develop BI dashboards enabling real-time, data-driven decision-making across departments, serving as a trusted product data advisor for stakeholders. Lead cross-functional collaboration with other departments to implement Lean and automation strategies, supporting end-to-end product lifecycle while ensuring compliance of operational processes with regulatory standards. Kotobee Ayman Abdel-Rahman – CEO P : - E :-S : www.kotobee.com COMPLAINTS ANALYST 3iSolutions Barry De Bruyn – Executive Manager P : +27 - E :-S : www.3is.net Revolut | FinTech | Kraków, Poland | 2021 – 2022 • • Manage formal complaints in Spanish and English within regulatory deadlines, fairly resolving complex issues while supporting product and process improvements through cross-functional collaboration (e.g., AML, TM, KYC, Payments Investigation, DPO, Legal, Tech teams) during case investigations. Maintain a centralized archive of complaint data, ensuring accurate, organized, and accessible data point records. Lead Capital Group Camila Guimaraes - HR Manager P : +27 - E:-S : www.lcgroups.com CUSTOMER RELATIONS SPECIALIST Kotobee | SaaS | Cape Town, South Africa | 2020 – 2021 • • Ensure high customer satisfaction by addressing inquiries, resolving issues, and improving service quality. Develop long-term customer relationships, gather feedback, and implement strategies to enhance loyalty. Track customer satisfaction metrics, analyze trends, and implement improvements. KEY ACCOUNT MANAGER Lead Capital Group | BPO | Cape Town, South Africa | 2018 – 2020 • Manage key relationships with business clients, understanding their business needs, and providing tailored solutions driving customer satisfaction, long-term partnerships, and increased revenue through cross-sell and up-sell opportunities. ACHIEVEMENTS • • (2023) – Project: Defined and implemented key product KPIs based on cx data analysis and insights, driving improvements in satisfaction and performance. (2019) - Key Account Manager of the Year (Cranfield KAM Forum Awards) INTERESTS & HOBBIES Travelling Interacting with people Volunteering COMPUTER SKILLS • • • • • • • Jira, Trello, Salesforce Excel, Google Sheets Tableau, Looker SQL & SAP CRM Tools API/DNS/SSL admin Slack, Meets, Teams LANGUAGES SPANISH Native ENGLISH Fluent Football Analyzing Singing FRENCH Intermediary