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Luis Diego Morera

Alajuela, Alajuela Province, Costa Rica

Workforce Management Specialist with 5+ years in Travel & Hospitality

  • Progressed from support roles to a specialized Workforce Management Specialist, demonstrating skill growth in data analysis, forecasting, and stakeholder engagement.
  • Automated Excel reporting processes, reducing manual effort and improving data accuracy in workforce planning.
  • Led operational report production and supported strategic decision-making through data-driven insights across multiple roles.
Data Analysis & Visualization
Advanced
Utilized SQL, Power BI, Excel, and Decision Source for analyzing data, creating reports, and visualizing insights to support business decisions.
Forecasting & Workforce Management
Advanced
Performed real-time and long-term forecasting, analyzing historical data, and ensuring SLA compliance for clients like Amazon and Deloitte.
Operational Reporting & Automation
Intermediate
Created and automated operational reports, reducing manual workload and enhancing accuracy in performance measurement.
Customer Support & Process Improvement
Intermediate
Managed support systems, improved data accuracy, and contributed to increased customer satisfaction rates.
Team Leadership & Service Optimization
Intermediate
Led teams and optimized service strategies, including seasonal pricing and performance dashboards for hospitality operations.

Languages

Spanish
Native
English
Intermediate
See Full Skillset on CazVid
Jul 2021 - Present
Workforce Management Specialist
BCD Travel
Performed real-time performance analysis for Deloitte and other accounts using Verint and Compass, ensuring SLA compliance., Promoted to Short-Term Forecaster for Amazon account; analyzed historical data and forecasted variances using Decision Source and CCM., Created and presented data-driven...
May 2017 - Nov 2020
Customer Support & Travel Agent
BCD Travel
Managed support systems (Decision Source, Filemover, Salesforce, Sharepoint), achieving a 90% reduction in data errors through process improvements., Applied data validation and reporting techniques to ensure accuracy in travel bookings and operational metrics., Resolved client issues efficiently,...
Jul 2014 - May 2017
Front Desk Supervisor
Hampton Inn & Suites by Hilton
Led a team of 9 using performance metrics and dashboards to improve service delivery., Produced weekly and monthly operational reports for the Hotel Director, enabling data-driven decisions., Optimized seasonal pricing strategies using Hilton’s OnQ system, increasing guest satisfaction by 90%.
View Complete Work History
🎓
Universidad de Costa Rica
Bachelor’s Degree
Completed 2014
See Education & Certifications
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