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Work Background
ScotiabankSenior Manager Business Intelligence & Analytics
Dec. 2022Toronto, Ontario, Canada• Successfully migrated legacy reports to Power BI Premium, ensuring high availability and refresh frequency creating benefits of $2.3MM per year. • Lead the design and deployment of reporting strategy for the Global Contact Centre assuring 54% in usage and 80% of adoption of Power BI for an audience of 3K. • Lead and support global Power BI co-development programs. • Host more than 30 workshops as main lecturer about topics of Contact Center Data & Analytics, Team Building, Erlang Models, Statistics, and Data Visualization. • Lead and deploy the Canadian Banking Contact Center Optimization Program expecting $2.8MM on benefits per year. Integrated with agent progression model. • Develop and deploy Google Contact Center Artificial Intelligence reporting products expecting 3.5MM per year. • Identify, analyze, and interpret trends and patterns in complex data sets for all reporting portfolios, including Google CCAI.
ScotiabankSenior Manager MIS & Advanced Analytics
Jan. 2021 - Dec. 2022Bogotá, DC, ColombiaSuccessfully increase the MIS GBS CC reporting and analytics services across the Caribbean, Chile Contact Centres as well as GBS APM Program. Meaning a 42% FTE growth. Deploy Attrition and Compensation analysis for Canada Support, expecting long-term benefits of 385K CAD. Leader of the finalist team (top 3) 2021 in GRM Global Data Visualization competition.
ScotiabankMIS Manager
Oct. 2018 - Jan. 2021Bogotá D.C. DepartmentSuccessfully create the MIS Regional Group across Global Contact Centre. • Design, develop and deploy over 89 reports meaning +1K of monthly deliverables for corporate clients and Operations. • Second Power BI Enterprise deployment in report server. • Develop and deploy predictive framework for COVID-19 in GBS Campus with Time series and Machine Learning, to predict number of cases and individual risk of infection (Over 98% and 90% of accuracy in each model). • Awarded Best of the best in FY20, winning the function-specific award for GBS Contact Centre. • Develop and deploy the organizational data strategy in terms of transformation and data visualization for 14 countries
Iké AsistenciaBusiness Intelligence and Risks Leader
Aug. 2017 - Oct. 2018Cll 93b No 17-25Achievements: Successfully consolidate the BI & R group and leadership across the entire organization. Build and document each of the functions of the department. Effectively migrate the underwriting (underwriting and profitability analysis) processes from the headquarters offices. Design, develop and deploy over 20 reports in Power BI for the corporate clients and Ops Direction. Responsibilities: Strategic - Develop and deploy the organizational data strategy in terms of transformation and data visualization. Data Acquisition & optimization - Evaluation, improvement and optimization of current data capture systems, processes, data flows and data quality - Gap analysis between current data and needs of the business Data analysis & insights - Identify, analyze & interpret trends, patterns in complex data sets - Development of actionable data insights, statistical models for predictive analysis and robust analytics process Reporting - Manage and supervise the development and deployment processes of ETL for a variety of operative and reporting needs
AIGData Project Manager
Oct. 2016 - Jun. 2017Bogotá D.C., ColombiaDeploy Regional Dashboard for the reverse migration program for all operations, CoEs, and Finance Center. • Successfully deploy the LAC Reverse Migration reporting model. This model was used to report to all C-level roles in the migrations Regional and Global Organization. • Principal Data and Reporting point of contact to the Regional Migration Executive for LAC.
AIGMetrics and Reports Specialist
Aug. 2014 - Oct. 2016Bogotá D.C., ColombiaImplementar y desarrollar el Staffing Model para el Área de Claims. Publicar y automatizar los informes de producción de la misma área, así como desarrollar y publicar el informe global para líneas comerciales para el área de Emisión. Hacer parte del equipo global de métricas participando activamente con el reporte periódico de resultados del SSC para toda la región. Desarrollo e implementación de la herramienta Claims Track, para el reporteo de SLAs. Implementación del proyecto para certificación Green Belt, generando una ahorro de 35.000 USD, así como 8 beneficios adicionales.
HSBC - Banco GNBBusiness Analyst
Feb. 2014 - Jul. 2014ColombiaBusiness Transformation Unit
Banco AV VillasPracticante CRM
Feb. 2013 - Aug. 2013
Universidad del RosarioMonitor Académico
Jan. 2010 - Nov. 2012Fundamentos Lógico -Matemáticos (2010-II, 2011-I), Calculo Diferencial (2011-II), Principios de Microeconomía (2012-II), Economía Matemática (2012-II)
Universidad del RosarioEstudiante
Jan. 2009 - Apr. 2014
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