Succesful project

When the Pandemic started on February 20, we had to change the strategy with the
customers that leaved Tigo for economic reasons, because in the most cases these
customers don’t have a job, and they can’t continue paying their bills, for this reason, we
created a data base with them, and we established specials promotions of 50%, 80% and in
someone cases 100% off for three months. Currently all the customers who received these
promotions continue with Tigo. At this moment, some of them started paying the regular
bill. This project was successful because Tigo didn’t lose clients.

Unsuccesful project

In 2019, Tigo released “Tigo Sports Channel”. The intention with this channel was to have
all the costarrican football related content, and attract more clients, because Tigo have the
exclusivity of this content. At this moment Tigo signed with Heredia, one of the big teams
in Costa Rica, but they leaved fastly from Tigo. Because of they left and the competition
launched “FUTV Channel”, the churn in Tigo increased. We had the higher churn from the
past 5 years in the company, and we lost around half a million dollars in a month.

My job

My actual job it’s in customer retentions department related with the churn and loyalty. I’m
a data analyst, and my analysis are focused in market behavior.

We work with 3 levels of customer attentions:

The first and second level are related with the Call Center service. In this first level is when
the customer calls saying that they don’t want to continue with Tigo because the company
has bad customer service or the service in general fails. They also can say that they don’t
have money to continue paying the bills or the competitors offer them better services. At
this point, the customer service agent, offers the current promotions according the case.
If the customer doesn’t accept is when the second level start their assignment. The customer
service agent call the customer to let them know that they will give continuity to their
disconnection request but they also offer promotions to make them stay.

The promotions or First Level and Second Level, are different, Second Level has
promotions with higher percentages, and they can apply credit notes in the necessary cases,
especially in cases of economic problems or technical failures.

The Third Level are the physical stores, that is when the customers go directly to
disconnect their service, and normally they are angry, and for this reason, we prevent this
becaused it’s harder to make them stay.

Each level counts with their own retention tools, but all of them work with the same
retention matrix. This matrix was based on the possible different disconnection reasons.
Each level count with a retention percentage, it is measured daily, weekly and monthly. If
they meet with this percentage they win commissions. My analysis in this case is for
determine if it is necessary to open a new retentions strategy for the month, it depends on
the disconnection reasons.

Pro Active

When you work as a data analyst I’ts important to be a proactive person, it’s necessary to
look new ways to present the information, and how this information impacts the people
involved. As a data analyst it’s important to always present innovative information to have
new results and to be easier taking decisions with this information.

Team Work

I like to lead and I think that I’m very good doing it. Being a leader has allowed me guide
my co-workers in a straight line of work and we always have accomplished excellent
results.

The better way to present this information is summarizing it into graphics, with trends, and
in this line, you can explain how this data has behaved in the time line.

My functions
• My currently rol is related to analized data from diferents sources.
• My analysis are very focused to customer retention strategies and
market research..
• I work with Excel, Tableu and a Little Power Bi.
• I’m work with data projection. Percentage. It is important in the
budget of the company. How many customers disconnect in the month.
• My analysis work is always associated with important management
decisions.

• Why I get out from Tigo?

• I have 5 years working in Tigo
• At this moment I look for a new oportunites, i want to grow up in my
career and I think that I can achieve that in Kareo.
• I think in Kareo I might improve my english and that is so important
for me.
• I’m so thaknfull with Tigo, is a big and good Company, and I grew
up a lot in the time that I haved in there, but I think that this oportunity is a big step
in my career.

• I could be start to work in a month because I need to get the notice in

my actually work and I think that is so important get out in the better conditions that
any job.
How I am?
Strengths
I’m a proactive person.
I’m organized.
I know how to work under pressure
I give quick and good results. I’m very good with that.
I'm a perfectionist.
I have the skills to have a good performance in this job.
I have a vivid imagination. I can come up with creative new methods and solutions.
Because of this, I am also able to adapt to any circunstance
I make mind quickly, which allows me to focus on the task at hand.