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Alvin
Senior Workforce Management Lead at Accedo Technologies S.A
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Competencies
Specialized in optimizing staffing, scheduling, and operational efficiency to support business growth.
Proficient in generating insightful reports using KPIs, Power BI, Tableau, and Excel for strategic insights.
Experienced in managing and analyzing large datasets to support decision-making processes.
Skilled in resolving customer issues via multiple channels, maintaining high satisfaction levels.
Education
Languages
Summary
Alvin is a seasoned professional in workforce management and data analysis, with over a decade of experience supporting strategic decisions, operational efficiency, and customer satisfaction in the tech industry.
Key Achievements
- Led workforce management strategies supporting high-level decision-making and operational efficiency from 2014 to 2025.
- Ensured 100% accuracy in workforce data reporting, enhancing payroll and attendance accuracy.
- Developed staffing schedules that optimized resource allocation and reduced operational bottlenecks.
- Produced KPI and performance reports that informed strategic business decisions.
- Reduced inventory costs by 35% through efficient inventory management and reporting.
Experience
SENIOR WORKFORCE MANAGEMENT LEAD
Assisted high-level management with daily tasks, reporting, and decision support, organizing priorities, coordinating meetings, managing calendars, and setting alerts to keep operations on track.. Collaborated with business partners, clients, and internal teams to align team performance with business goals, making recommendations for improvement where needed.. Partnered with teams across operations, quality, training, finance, talent acquisition, and HR to execute strategies.. Developed key performance indicator dashboards, forecasts, staffing plans, and reporting tools that streamlined operations, improved efficiency, and supported data-driven decisions.. Continuously enhanced reporting tools and processes to keep pace with growth and changing needs.. Managed workforce operations for 600+ team members across industries such as healthcare, retail, and home services, serving clients like GoHealth Urgent Care, Targe[link hidden], and Angi.. Led a workforce management team focused on delivering accurate, actionable data for day-to-day operations.. Identified gaps in performance tracking and implemented results improvements, resulting in a revenue increase of 50%+ and enabling stronger incentive programs.
SENIOR WORKFORCE MANAGEMENT ANALYST
Delivered reports on KPIs, productivity, and performance rankings to support business decisions.. Ensured 100% accuracy in workforce data (attendance, login hours, payroll).. Created staffing schedules based on forecasted volumes, consistently achieved 85%+ of service level targets.. Designed bonus and incentive structures aligned with performance goals, driving productivity and achieving +85% efficiency.. Worked with IT teams to quickly resolve downtime issues, minimizing disruptions to operations.
SALES - CUSTOMER SERVICE REPRESENTATIVE
Communicated with customers via phone, chat, and email to resolve issues and maintain satisfaction.. Identified root causes of service issues and provided effective solutions, ensuring customer satisfaction.. Recommended tailored services to increase customer loyalty.. Handled billing inquiries and adjustments with attention to detail and clarity.. Ensured compliance with client and company policies, consistently meeting quality standards.. Analyzed customer feedback to support service improvements and enhance the customer experience.
ADMINISTRATIVE ASSISTANT
Produced reports on stock levels, inventory accuracy, and sales achievements to support operations and decision-making.. Managed inventory systems and reduced production costs by 35%.. Scheduled meetings and coordinated calendars to avoid conflicts.. Communicated with clients and vendors to coordinate deliveries and address service inquiries, supporting smooth restaurant operations.. Maintained accurate records, agendas, and follow-ups.
ACCOUNTING ASSISTANT
Reviewed and organized financial records, correcting discrepancies to ensure accuracy.. Reconciled bank accounts, processed invoices, and supported timely tax filings.. Managed daily bookkeeping in QuickBooks Online, including expense tracking, bank reconciliation, and transaction categorization.. Maintained accurate records for accounts receivable and payable, invoice generation, and payment processing.. Assisted with monthly financial reports and supported payroll and budget tracking.
Skills
Video Transcript
Workforce Management Professional
Hi there, my name is Aulin Gonzalez. I have a background in workforce management where I have worked in real-time operations, managing queues, prioritizing requests, and coordinating teams to keep things running smoothly. This is very similar to a dispatch environment. I am used to handling multiple priorities at once, communicating with different teams, and making quick decisions to avoid delays. I am fluent in English and Spanish, comfortable working remotely, and focused to stay organized and responsive to make sure everything gets handled efficiently. Thank you very much for listening. Have a good day.