Luis - Workforce Management Specialist with 5+ years in Travel & Hospitality

Alajuela, Alajuela Province, Costa Ricaen

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.

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Resumen

Versatile professional with over 5 years in travel, hospitality, and workforce management. Skilled in data analysis, forecasting, automation, and operational reporting to improve efficiency and decision-making.

Logros Clave

Led operational report production and supported strategic decision-making through data-driven insights across multiple roles.

Habilidades

Data Analysis & VisualizationAdvanced

Utilized SQL, Power BI, Excel, and Decision Source for analyzing data, creating reports, and visualizing insights to support business decisions.

Forecasting & Workforce ManagementAdvanced

Performed real-time and long-term forecasting, analyzing historical data, and ensuring SLA compliance for clients like Amazon and Deloitte.

Operational Reporting & AutomationIntermediate

Created and automated operational reports, reducing manual workload and enhancing accuracy in performance measurement.

Customer Support & Process ImprovementIntermediate

Managed support systems, improved data accuracy, and contributed to increased customer satisfaction rates.

Experiencia

Workforce Management Specialist

BCD Travel

Jul 2021 - Present

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...

Customer Support &amp; Travel Agent

BCD Travel

May 2017 - Nov 2020

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,...

Front Desk Supervisor

Hampton Inn &amp; Suites by Hilton

Jul 2014 - May 2017

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%.