Donald Castro

Business Analyst with hands-on experience in requirements analysis, process improvement, and data-driven decision support within service and technology environments. Proven ability to translate stakeholder needs into clear functional documentation, analyze operational data to identify trends, and improve efficiency through process optimization and reporting automation. Strong collaborator with experience supporting cross-functional teams using Excel, Power BI, and CRM/ticketing systems.

Associate Business Analyst at HELM360 (2025-03 – 2025-12)

Analyzed business processes and operational data to support service-driven initiatives, serving as a liaison between stakeholders and technical teams to ensure accurate requirements, data integrity, and stable solution delivery.

• Improved first-pass resolution rates by 20% by analyzing ticket data, performing root cause analysis, and translating findings into process improvement recommendations.
• Ensured 100% reporting accuracy by leading requirements clarification sessions and validating data inputs for executive dashboards.
• Reduced deployment-related data issues by identifying configuration risks during environment readiness reviews, strengthening pre–go-live stability.
• Streamlined cross-team communication by documenting functional requirements and QA validation criteria, improving alignment between business users and technical teams.

Quality Assurance Analyst (Data Analysis Focus) at DIGITAL FORENSICS (2024-07 – 2025-03)

Supported data-driven decision-making by validating large datasets, automating performance reporting, and analyzing operational trends to improve data accuracy and workflow efficiency.

• Reduced post-delivery data corrections by 30% by resolving data integrity issues through root cause analysis of large datasets.
• Decreased manual reporting effort by 40% by automating KPI dashboards using Excel and Power BI, accelerating leadership visibility.
• Identified performance trends and recommended workflow optimizations that improved resource utilization and operational throughput.
• Strengthened management decision-making by consolidating performance metrics into standardized reports aligned with business objectives.

Quality Assurance Specialist at TELEPERFORMANCE (2018-07 – 2023-03)

Monitored high-volume, SLA-driven operations by analyzing performance data, auditing CRM accuracy, and identifying service delivery gaps to improve customer experience and operational compliance.

• Increased customer satisfaction scores by 15% by executing root cause analysis on service delivery gaps and implementing corrective action plans.
• Improved operational reporting reliability by auditing CRM and ticketing data to eliminate data inconsistencies impacting performance metrics.
• Maintained SLA compliance by monitoring high-volume operations and analyzing trend deviations to proactively flag performance risks.
• Standardized quality insights by documenting findings and communicating actionable recommendations to operations leadership.

BA in Graphic Design – Art Institute of Houston