Renato Morales Schmidt

Data Analyst in training (Technician at Tecnológico de Costa Rica / FundaTec) with 6+ years of experience in technical support and SaaS product support. Hands-on experience with SQL, Python (Pandas, NumPy), ETL pipelines, Data Warehousing and dimensional modeling (Kimball star schemas, SCD Types 0, 1 and 2) in Databricks.

Background in API troubleshooting, data quality, audience segmentation and A/B testing on the Klaviyo marketing automation platform, plus 5.5 years resolving complex escalations and improving AHT and CSAT metrics for Activision.

Technical Product Specialist – SaaS Marketing Automation (Klaviyo) - Concentrix - Heredia, Costa Rica

(2025-09 - 2026-06)

• Provided technical support for the Klaviyo SaaS platform, troubleshooting email, SMS and automation flows to resolve client issues and improve performance.
• Troubleshot API integrations, event tracking and data synchronization issues.
• Managed customer data, including profiles, events and catalogs, ensuring data quality and reliable integrations with Shopify, APIs and CSV imports.
• Created targeted audience segments using Boolean logic across behavioral, profile and predictive data.
• Ran A/B tests on send times and flows, using statistical significance and holdout groups to measure real revenue lift.
• Assisted customers with HTML/CSS email templates and front-end customization.
• Guided users on best practices for automation, performance and deliverability.

Technical Support Specialist - Movate (client: Activision) - Cartago, Costa Rica

(2019-12 - 2025-05)

• Extracted data from Salesforce to create weekly reports for calibration meetings.
• Resolved complex escalations, including legal and sensitive topics.
• Delivered real-time coaching to agents to improve performance metrics such as AHT and CSAT.
• Identified trends from collecting data in real time and drove operational improvements.
• Collaborated with client stakeholders in regular meetings, translating operational challenges into effective solutions.

Data Analysis Technician - Tecnológico de Costa Rica / FundaTec (2025-05 - 2026-10)

Diploma - Computer and Information Sciences and Support Services - Universidad Estatal a Distancia de Costa Rica (UNED) (2024-04)