Summary
Overview
Work history
Education
Skills
Websites
University Assignments
Timeline
Generic

Russel Lopez

Belfast,United Kingdom

Summary

Detail-oriented and results-driven professional with a strong foundation in financial analysis, process optimisation, and customer experience strategy. Proven track record of improving operational efficiency, enhancing reporting accuracy, and driving measurable business impact across finance and tech environments. Skilled in interpreting customer sentiment data, resolving complex product issues, and collaborating cross-functionally to deliver insights that shape service and product improvements. Adept at using ERP systems, financial reconciliation tools, and digital platforms to streamline workflows and support data-informed decision-making. Now seeking to leverage this diverse expertise in a financial analyst role focused on delivering clarity, value, and strategic growth.

Overview

4
4
years of professional experience
4
4
years of post-secondary education

Work history

Social Media Analyst

Concentrix
Belfast
04.2025 - Current
  • Delivered omnichannel technical support for 50+ consumer devices (AR/VR headsets, smart eyewear) weekly, resolving user issues via email, live chat, WhatsApp, and community forums.
  • Analysed Net Promoter Score (NPS) data to uncover systemic pain points contributing to measurable service and product improvements.
  • Conducted hands-on lab diagnostics of consumer devices, documenting insights and escalating complex issues to product engineering and CX teams.
  • Actively engaged with 4+ online communities (Reddit, public/private support forums), offering tailored technical guidance and boosting customer satisfaction through sentiment-driven responses.
  • Collaborated with technical and customer success teams to optimise support processes based on user feedback.

Customer Service Associate

NatWest group
Belfast, United Kingdom
01.2024 - 04.2025
  • Analysed 80–100 daily customer interactions to spot common issues and supported efforts to improve first-contact resolution and satisfaction rates.
  • Participated in weekly meetings, using customer data to inform discussions on policy updates and enhance team-wide decision-making.
  • Provided tailored support to 50+ vulnerable and elderly customers weekly, ensuring accessibility to essential banking services and referring them to specialised teams when necessary.
  • Logged and escalated over 100 recurring issues monthly through internal reporting systems, contributing to service improvements and enhanced customer satisfaction.
  • Educated 200+ customers weekly on online banking platforms, increasing digital adoption and self-service usage.
  • Coordinated with internal teams during peak periods; shared issue trends and supported demand forecasting for better resource planning.

Accounts Assistant

Al Bahja Group of Companies
Muscat, Oman
03.2022 - 05.2022
  • Analysed preparation of invoices and rent receipts across residential and commercial portfolios for 5+ years via Pro Finance ERP, ensuring full accuracy and integrity in revenue recognition processes.
  • Facilitated secure online transfers for intercompany settlements, improving the speed and reliability of fund flows by 20% and reducing operational risk
  • Played a key role in monthly bank reconciliations for group entities, delivering 100% accuracy by promptly investigating and resolving discrepancies, supporting clean audit trails and enhanced cash flow visibility
  • Conducted intercompany reconciliations across multiple legal entities using Pro Finance ERP, streamlining consolidation processes and improving reporting turnaround by 60%.

Trainee Accountant & Auditor

Atlas Auditors and Consultants
Muscat, Oman
04.2021 - 10.2021
  • Managed restaurant accounting operations with 100% accuracy, resulting in 30% boost in revenue through financial process improvements.
  • Supported audits and vouching, cutting billable time by 15% via consistent adherence to standards and documentation checks.
  • Identified and resolved 10% of financial discrepancies through targeted vouching and control measures.
  • Streamlined VAT registration workflows, reducing client processing time by 40% and costs by 60%, while ensuring full regulatory compliance.

Education

MSc - Business Analytics

Queens University Belfast
Belfast
09.2022 - 12.2023

BSc (Hons) - Accounting and Finance

University of Bradford
Bradford
09.2017 - 08.2020

Skills

  • Technical Skills: Python, R Studio, Tableau, KNIME, MS Access, Machine Learning, MySQL, Power BI, MS Excel
  • Soft Skills: Communication & Collaboration, Team Leader, Critical Thinking & Problem Solving, Customer Service, Digital Fluency

University Assignments

  • Applied CRISP-DM framework to build predictive models with 72% accuracy; leveraged ggplot2, plotly, and heatmaps for effective data visualisation and statistical analysis.
  • Conducted text mining using Python and Twitter API; identified Gradient Boosting Regression as top-performing model (67.78% variance explained) and visualised sentiment trends via word clouds.
  • Built regression models to forecast house sale prices with 86% accuracy, strengthening domain expertise in real estate valuation.
  • Designed clean, relational datasets in MS Access (MySQL) using primary key joins to support robust analytical workflows.

Timeline

Social Media Analyst

Concentrix
04.2025 - Current

Customer Service Associate

NatWest group
01.2024 - 04.2025

MSc - Business Analytics

Queens University Belfast
09.2022 - 12.2023

Accounts Assistant

Al Bahja Group of Companies
03.2022 - 05.2022

Trainee Accountant & Auditor

Atlas Auditors and Consultants
04.2021 - 10.2021

BSc (Hons) - Accounting and Finance

University of Bradford
09.2017 - 08.2020
Russel Lopez