Dedicated Data Analyst experienced in financial data analysis and reporting.
Expertise in analyzing financial data to support business decision-making.
Proficient in writing queries to extract and manipulate data from relational databases.
Skilled in creating dashboards and pivot tables to visualize data insights.
Capability to develop visual reports in tools like Tableau and Power BI.
ADENSUS
In charge of Companies Payroll and Client Invoicing, Partner with the management team and other departments impacting call center workload., Responsible for Logics and Transportation, Ensure effective and efficient utilization of resources through accurate forecasting, developing effective schedules and staffing plan, managing the real time operation, and communicating performance results., Develop accurate long term and short-term forecasts of call volumes, handle times, and project workload, providing accurate workload predictions for budgeting, staffing, and hiring., Develop staffing requirements and schedules for all teams and shifts that support the forecasted call volume to meet service level objectives, quality objectives, and employees paid time off entitlements., Recommend strategic changes that will drive improvements in performance., Partner with leadership team to plan new hire classes., Coach and develop planning team and ensure all team members are properly trained, held accountable to meeting performance expectations, and receive feedback frequently via 1 on 1 coaching sessions., Lead weekly staffing meetings with scheduling and forecasting team, as well as senior management team., Make recommendations to client relating to schedule realignment/staffing moves in a regular basis., Attend regular internal and client conference calls and participate/provide feedback as necessary., Prepare and disseminate reports to business users., Interface with other departments as needed to ensure proper reporting and interpretation of data., Create monthly, weekly, daily and intra-day volume & handle time forecast models., Determine long-range headcount & staffing requirements.
ERC International
Responsible for client Invoicing (SAKS 5th Ave, MetroPCS, Nature’s Bounty, Altice, T-Mobile), Responsible for managing and optimizing processes for data intake, data validation, Information modeling and visualization (Operation Dashboards), All sites Attrition and Headcount Reporting, Company Bonus and Payroll restructuring, Transform raw data into actionable business insights reports for the Operation Team and upper management viewing., Report Automations and Data upload to the SQL server, Oversee and analyze customer data from multiple applications, ensuring that deadlines are met., Communicate and track key performance metrics across departments., Manage and developed a Reporting team of 6 analyst, review their performance, and manage schedules.
B.A
Regents Diploma
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Laurus International
Partner with the management team and other departments impacting call center workload., Ensure effective and efficient utilization of resources through accurate forecasting, developing effective schedules and staffing plan, managing the real time operation, and communicating performance results., Develop accurate long term and short-term forecasts of call volumes, handle times, and project workload, providing accurate workload predictions for budgeting, staffing, and hiring., Develop staffing requirements and schedules for all teams and shifts that support the forecasted call volume to meet service level objectives, quality objectives, and employees paid time off entitlements., Recommend strategic changes that will drive improvements in performance., Partner with leadership team to plan new hire classes., Coach and develop planning team and ensure all team members are properly trained, held accountable to meeting performance expectations, and receive feedback frequently via 1 on 1 coaching sessions., Lead weekly staffing meetings with scheduling and forecasting team, as well as senior management team., Make recommendations to client relating to schedule realignment/staffing moves in a regular basis., Attend regular internal and client conference calls and participate/provide feedback as necessary., Prepare and disseminate reports to business users., Interface with other departments as needed to ensure proper reporting and interpretation of data., Create monthly, weekly, daily and intra-day volume & handle time forecast models., Determine long-range headcount & staffing requirements., Owner of maintaining adequate staffing levels and driving efficient scheduling for multi-site programs., Work with peers, subordinates and managers to constantly develop and improve upon on departmental policies, procedures and best practices., Critically evaluate information, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
APAC Customer Services
Partner with the management team and other departments impacting call center workload., Ensure effective and efficient utilization of resources through accurate forecasting, developing effective schedules and staffing plan, managing the real time operation, and communicating performance results., Develop accurate long term and short-term forecasts of call volumes, handle times, and project workload, providing accurate workload predictions for budgeting, staffing, and hiring., Develop staffing requirements and schedules for all teams and shifts that support the forecasted call volume to meet service level objectives, quality objectives, and employees paid time off entitlements., Recommend strategic changes that will drive improvements in performance., Partner with leadership team to plan new hire classes., Coach and develop planning team and ensure all team members are properly trained, held accountable to meeting performance expectations, and receive feedback frequently via 1 on 1 coaching sessions., Lead weekly staffing meetings with scheduling and forecasting team, as well as senior management team., Make recommendations to client relating to schedule realignment/staffing moves in a regular basis., Attend regular internal and client conference calls and participate/provide feedback as necessary., Prepare and disseminate reports to business users., Interface with other departments as needed to ensure proper reporting and interpretation of data., Create monthly, weekly, daily and intra-day volume & handle time forecast models., Determine long-range headcount & staffing requirements., Owner of maintaining adequate staffing levels and driving efficient scheduling for multi-site programs., Work with peers, subordinates and managers to constantly develop and improve upon on departmental policies, procedures and best practices., Critically evaluate information, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
Rococo Investments
Track actual to projected staffing levels and work with the call center to maximize resources on the phone., Analyze and administer scheduling optimization for the call center. This includes overtime, voluntary time off and off the phone activities., Provide reports and analyses as needed to drive optimal call delivery results., Approve and administer real-time exceptions, Payroll, Interact professionally with a diverse group, executives, managers, and subject matter experts., Identify and research service level risks based on dynamic forecasts for problem resolution and management notification, Administer the Workforce Management tool, Track, analyze and report team and agent performance with reports from WFM tool and ACD, Analyze and report historical data and trends and develop forecast models, Generate long-term and short-term forecasts, Manage employee information changes, Manage scheduling process, Manage proactive approval and denial of discretionary activities; such as vacations, trainings, meetings.