Requests
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Work Background
AutodeskAnalista de inteligencia empresarial
Apr. 2024San José, Costa RicaProvide Leadership reporting solutions to measure Forecasting goals, business reports and automations of the sales results for Named Accounts branch. • Worked with stakeholders to model, effectively matching forecasting, actuals for the deals with more than 99% accuracy allowing discussions about reviews of pricing target. • Automate and centralize scattered reporting to keep high quality data and allowing accurate story telling across the org.
• Developed a machine learning models able to predict forecast incoming 2-3y consumption for negotiating new deals
tipodecambio.netFounder
Sep. 2023Costa RicaA dedicated page providing critical information about exchange rate policy in Costa Rica, thus helping individuals make informed financial decisions that directly impact their economic lives to a greater or lesser extent. Visit us here https://tipodecambio.net/
AmazonBusiness Analyst
Dec. 2022 - Apr. 2024Costa RicaCreate reporting based on KPI’s using SQL Queries, integrations with APIs across different reporting tools existing in the organization. Identify and correct bottlenecks, perform debugs and fixes for the existing SQL code, reaching the proper resources to resolve these issues.
Sendwave (International Remittance)Capacity Analyst
Sep. 2022 - Jun. 2023I ensured efficient allocation of resources to match production volume with planned capacities. This included maintaining agent availability with required skills, meeting service levels and profitability targets. I provided transparency on capacities, managed absences and scheduling, and conducted capacity planning for short and long term scenarios. I proactively identified and mitigated risks, optimizing associate performance and notifying leadership of outliers. Coordinating staffing, training, and shift bidding were part of my responsibilities. I developed trackers to drive production efficiency and quality of forecasting. Adjusting call volume and skills based on forecasts and real-time adjustments was crucial. I reported Service Level KPIs and calculated workforce capacity requirements. Recognizing bottlenecks conducting reporting sessions and stakeholder management.
AmazonData Analyst Workforce Management
Nov. 2019 - Dec. 2022Calle Blancos, San José, Costa RicaAs an RTA I monitor all issues that impact service levels and take actions to resolve or reduce the impact. Notify support teams as required. Perform operational and oversight responsibilities to ensure all SLAs are met among multiple stakeholders; evaluate facts surrounding schedule adherence, scheduling and workforce management functions Manage mitigation of operationsal situations which can impact productivity such as tool or system outages.
AmazonCustomer Contact Representative
Mar. 2019 - Nov. 2019Guadalupe, San José, Costa RicaActed as the primary interface between Amazon and our business partners, responsible for providing timely and accurate operational support to Merchants selling on the Amazon platform.
SYKESCustomer Service Agent
Apr. 2018 - Mar. 2019Capital one dispute/ fraud representative
ConvergysCustomer Service Agent
Nov. 2017 - Apr. 2018DTV Tech support
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