Summary
Overview
Work History
Education
Skills
Timeline
Generic

Angie Natalia Munar Pedraza

Customer Analyst
Zipaquirá

Summary

Detail-oriented and impact-driven operations professional with a strong foundation in customer experience, data analysis, and process improvement. Promoted internally for consistently exceeding expectations, leading internal projects, and becoming a technical point of reference within the team. Skilled in SQL, Python, dashboard creation (Quicksight, Databricks), and documentation — always focused on delivering insights that enhance decision-making and operational efficiency.

Known for turning challenges into opportunities, owning knowledge, and fostering collaboration across teams. Passionate about learning, sharing, and helping others grow. Deeply aligned with Nubank’s values, consistently delivering high-performance results with empathy, ownership, and a solutions-first mindset.

Overview

2
2
years of professional experience
1
1
Language

Work History

Customer Excellence Analyst

Nubank
03.2025 - Current
  • Supported an outsourcing partner through data-driven insights and process design, helping them become the top-ranked vendor in Nu’s internal performance evaluations.
  • Led a full migration of dashboards from Looker to Quicksight, improving speed, accessibility, and relevance of reporting tools used across the team.
  • Achieved 100% compliance with internal SLAs, delivering consistently on quality, timing, and team performance goals.
  • Designed and implemented a 0-to-100 process for Refinance clients, solving legacy issues, streamlining workflows, and becoming the go-to bug resolution lead in the operation.
  • Conducted a deep-dive analysis of contact reasons across Collections, supporting strategic decisions in the transition to external support and ensuring operational continuity.
  • Translated complex findings into actionable insights using SQL, Python, and effective dashboarding — empowering decision-making across the team.
  • Regularly serves as the team’s technical point of contact, providing support and training in SQL and Python, and fostering a culture of shared learning and proactive problem-solving.
  • Known for making things happen — proactively launching new initiatives, independently learning required tools, and stepping up whenever the team faces challenges.
  • Maintains and authors SOPs and documentation, enabling knowledge transfer and consistent execution across shifting priorities.
  • Builds strong peer relationships, with team members frequently turning to her for help, feedback, or collaboration — unlocking problems through communication and trust.

Customer Excellence Analyst Junior

Nubank
02.2023 - 03.2025
  • Earned leadership’s trust to participate and lead internal projects, eventually dedicating 100% of time to process optimization, a rare milestone for a Junior-level role.
  • Maintained top-tier KPIs consistently, while embodying Nubank’s values — delivering each interaction with empathy, excellence, and deep ownership of the customer experience.
  • Became known for managing and understanding end-to-end operations, often consulted by peers for guidance thanks to her solid grasp of process flows, tools, and CX logic.
  • Adopted every new challenge as an opportunity to learn — owning the knowledge, documenting it clearly, and sharing it openly with teammates.
  • Launched and led a celebration initiative for team birthdays, helping strengthen internal culture and emotional connection within the group.
  • Built solid relationships grounded in kindness and clarity, helping create an environment of trust, communication, and collaboration — key enablers of high-performing teams.
  • Handled customer interactions with consistency, heart, and focus, contributing to strong HSAT scores and alignment with company expectations even in periods of change.

Education

Certificate - Data Science

DataCamp
05.2001 -

Certificate - SQL

HackerRank
05.2001 -

Certificate - Python Essentials 1

Cisco
05.2001 -

Certificate - Introducción A Las Habilidades Profesionales DA

LinkedIn
05.2001 -

Bachelor of Science - Licenciatura En Pedagogía Infantil

Universidad Distrital Francisco José De Caldas
Bogotá
05.2001 -

Skills

  • SQL – Advanced queries for insights, troubleshooting, and automation

  • Python – Data analysis and process optimization

  • Microsoft Excel & Google Sheets – Data modeling, automation, and reporting

  • Data Visualization – Looker, Quicksight, and Databricks dashboards

  • BigQuery – Querying and integrating data from multiple sources

  • Report Preparation – Building clear, actionable insights from complex data

  • SOP & Documentation Writing – Standardizing and sharing internal knowledge

  • Customer Experience Analysis – Root cause identification and SLA tracking

  • Process Improvement – 0-to-100 project creation and bug resolution

  • Project Ownership – Leading and delivering internal operational initiatives

  • Cross-Team Collaboration – Working with CX, Tech, and external vendors

  • Team Culture & Communication – Driving engagement and trust across the team

Timeline

Customer Excellence Analyst

Nubank
03.2025 - Current

Customer Excellence Analyst Junior

Nubank
02.2023 - 03.2025

Certificate - Data Science

DataCamp
05.2001 -

Certificate - SQL

HackerRank
05.2001 -

Certificate - Python Essentials 1

Cisco
05.2001 -

Certificate - Introducción A Las Habilidades Profesionales DA

LinkedIn
05.2001 -

Bachelor of Science - Licenciatura En Pedagogía Infantil

Universidad Distrital Francisco José De Caldas
05.2001 -

Similar Profiles

CREATE PROFILE
Angie Natalia Munar PedrazaCustomer Analyst