![Hubert Zelaya](https://jobicy.com/react/themes/app/images/avatar.jpg) Hubert Zelaya # Data Analyst / Business Intelligence Analyst / Workforce Management Open to offers · Member since 21 Jul 2026 [Message](https://jobicy.com/dashboard-page.md) ShareLocationManagua, NicaraguaDesired salaryUnspecifiedWork preferenceRemote Only / Full TimeExperience levelMid * [Overview](#overview) * [Portfolio 0](#portfolio) * [Services 0](#services) ## About Professional summaryI am a data-driven analyst with experience in operational analytics, workforce management, business intelligence, and risk operations. I specialize in turning complex datasets into clear, actionable insights that support decision-making, forecasting, and process optimization. My background includes building dashboards, analyzing KPIs, monitoring real-time and historical performance, and improving reporting accuracy and efficiency. I have worked with tools such as Power BI, Tableau, Looker Studio, SQL, and Excel to support business teams and operational leaders. I also have experience in risk and customer protection environments, where I reviewed transactions, identified suspicious activity, and supported compliance-focused investigations. I am comfortable collaborating with cross-functional teams, communicating findings clearly, and working in high-pressure environments where accuracy and speed matter. ## Skills 20 capabilities[AML](https://jobicy.com/talent/aml.md)[Business Intelligence](https://jobicy.com/talent/business-intelligence.md)[Capacity Planning](https://jobicy.com/talent/capacity-planning.md)[Critical Thinking](https://jobicy.com/talent/critical-thinking.md)[Customer Service](https://jobicy.com/talent/customer-service.md)[Dashboard Development](https://jobicy.com/talent/dashboard-development.md)[Data Analysis](https://jobicy.com/talent/data-analysis.md)[Data Cleaning](https://jobicy.com/talent/data-cleaning.md)[Data Visualization](https://jobicy.com/talent/data-visualization.md)[Forecasting](https://jobicy.com/talent/forecasting.md)[Fraud Detection](https://jobicy.com/talent/fraud-detection.md)[KPI Analysis](https://jobicy.com/talent/kpi-analysis.md)[KYC](https://jobicy.com/talent/kyc.md)[Problem Solving](https://jobicy.com/talent/problem-solving.md)[Process Improvement](https://jobicy.com/talent/process-improvement.md)[Reporting](https://jobicy.com/talent/reporting.md)[Risk Operations](https://jobicy.com/talent/risk-operations.md)[Scheduling](https://jobicy.com/talent/scheduling.md)[Statistical Analysis](https://jobicy.com/talent/statistical-analysis.md)[Workforce Management](https://jobicy.com/talent/workforce-management.md) ## Tech stack & tools Working toolkit ### Data Stores [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/mysql/mysql-original.svg) MySQL](https://jobicy.com/talent?tool=mysql.md) ### Marketing and Sales Tools [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/salesforce/salesforce-original.svg) Salesforce](https://jobicy.com/talent?tool=salesforce.md) ## Experience Career history ### Real Time Analyst · Remitly S.A Jul 2024 – Mar 2026Analyzed real-time and historical operational data, monitored KPIs, and delivered reports and dashboards to support decision-making. Identified trends, performance gaps, and improvement opportunities, and collaborated with cross-functional teams to improve service levels and efficiency. ### Customer Protection Associate · Remitly S.A Jun 2023 – Jul 2024Monitored transactions for suspicious activity, performed risk assessments, reviewed KYC and sanctions-related information, and supported fraud mitigation efforts. Handled escalations, documented investigations, and collaborated with internal teams to resolve complex cases. ### Workforce Scheduler · Webhelp Dec 2022 – Feb 2023Developed and managed workforce schedules, analyzed staffing needs, and coordinated scheduling strategies based on forecasts and business requirements. Monitored schedule performance and provided recommendations to improve productivity and resource utilization. ### Workforce Analyst · Webhelp May 2022 – May 2023Monitored real-time operations, analyzed intraday performance, tracked KPIs, and maintained reports to identify trends and performance gaps. Supported forecasting, capacity planning, and incident escalation using workforce management tools such as IEX. ### Customer Service Associate · Webhelp Aug 2021 – May 2022Managed multiple customer cases in a high-volume fintech environment, resolved financial and account-related issues, and provided customer-focused support while maintaining compliance and operational efficiency. ## Education Learning history ### Algoritmia Business Analytics, Managua Jul 2022 – Sep 2022Certificate, Excel for Call Centers Certificate focused on Excel for call center and operational analytics use cases. ### Keiser University, Managua Apr 2024 – Apr 2024Diploma, Business Intelligence Diploma in Business Intelligence. This professional hasn’t added portfolio projects yet. This professional hasn’t listed any services yet.