Workforce Management and Operations Analyst

I identified and implemented demand-based scheduling optimization for two departments, generating estimated annual operational savings of more than $32,110. I extract, clean, and analyze large datasets with SQL and BigQuery to support operational and financial reporting cycles.

I built a SharePoint-based internal workspace from scratch with collaborative lists, SLA tracking, and KPI visibility. I also design and maintain Power BI and Excel dashboards for productivity, cost metrics, and SLAs, while producing recurring reports for leadership, budgeting, and forecasting across HR, Sales, Finance, and cross-border teams in Mexico.

I monitored real-time and historical contact center performance for teams of 60–80 agents per site across multiple countries. I delivered daily intraday updates and weekly performance reports to operations and leadership in a high-volume global BPO environment.

I tracked agent availability, adherence, and productivity using NICE IEX, Verint, and Calabrio, proactively identifying staffing gaps and performance risks. I served as a liaison between frontline operations and management, supporting data-informed decisions on volume trends and staffing needs.

Computer Engineering Technician certification.

Google professional certificate in data analytics.

Google professional certificate in project management.

Certification in data governance fundamentals.