Vinicio Flores Aguilar
_
Guatemala
Summary
Seasoned analyst with over 8 years of experience in workforce optimization, focusing on planning, forecasting, reporting, and scheduling to ensure seamless operations. I also have background in accounting, having provided support for over 30 accounts for more than 3 years. My expertise include data analysis, real-time monitoring, and reporting within various industries, with a proven ability to manage schedules, optimize staffing, and enhance workflow efficiency. I have experience in tools such as NICE IEX, Verint, and Cisco, and hold certifications in Six Sigma and Data Analytics.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Personal Information
- Date of Birth: 11/03/88
- Nationality: Guatemalan
Work History
Intraday Perfomance Analyst
IntouchCX
06.2023 - 12.2023
- Work with team members to ensure they know their statistics related to the schedule.
- Adust staffing and scheduling according to changing needs of the business.
- Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members.
- Developed schedules to align with forecasted volumes utilizing NICE IEX WFM software.
- Statistical Review calls the command center and offer firm decisions to take steps forward.
- Analyzed staffing trends and provide real time data to operations team upon request.
- Improved decision-making processes, providing senior management with detailed analysis and actionable insights.
Assistant - Realtime Analyst
Everise
02.2022 - 04.2023
- Monitored daily agent service level and recommend adjustments to schedules based off of call patterns.
- Compiled and analyze daily, weekly and monthly call center performance reports.
- Analyzed staffing trends and provide real time data to operations team upon request.
- Participate in special projects and initiatives as needed.
- Monitored Real Time Queue and adjust as needed to make service level.
- Monitored agents adherence and compliance to their schedules.
- Modify schedules to align with special requests from Ops utilizing Verint (Aspect WFM software).
- Worked with Supervisors and Managers to manage day to day operations to ensure Service Level goals are met.
Workforce Scheduler Analyst
Nearsol, S.A.
06.2020 - 01.2021
- Develop work schedules and allocate employees to different duties and/or shifts.
- Take responsibility for leave requests from employees and general work time-keeping/scheduling.
- Gathering information, and analyzing data trends in order to create a call forecast and provide information to team members and department leadership.
- Communicate data insights and make recommendations based on data models.
- Prepare reports for business leaders based on analysis such as yearly, monthly, daily and intraday call volume, average handle time, staffing forecasts.
- Conducted regular reviews of scheduling practices to identify areas for improvement or adjustments based on business needs or industry trends.
Workforce Analyst
Nearsol, S.A.
11.2015 - 06.2020
- Monitored daily agent service level and recommend adjustments to schedules based off of call patterns.
- Compiled and analyze daily, weekly and monthly call center performance reports.
- Analyzed staffing trends and provide real time data to operations team upon request.
- Participate in special projects and initiatives as needed.
- Monitored Real Time Queue and adjust as needed to make service level.
- Monitored agents adherence and compliance to their schedules.
- Developed schedules to align with forecasted volumes utilizing NICE IEX WFM software.
- Worked with Supervisors and Managers to manage day to day operations to ensure Service Level goals are met.
- Maintained over 300 work schedules of multicontact center personnel to meet service level and occupancy goals based on daily call volume.
- Created and developed new automated reports as needed.
Senior Operations Controller
Conduent
12.2014 - 06.2018
- Generate leads workload for Data Entry advocates.
- Monitor/Assurance of Workflow Execution.
- Monitor/Assurance of Workflow Efficiency.
- Monitor/Assurance of Workflow Completeness.
- 7PI reporting on system performance based on SLA.
- Provide data points to assist with capacity planning (load balancing).
- Research of anomalies.
- Logging of tickets with helpdesk.
- Managing Core User Accounts.
- Send Acknowledgment reports about volumes transmitted daily.
- On call member for out of business hours issues.
- Diagnose, troubleshoot and resolve network related issues through monitoring, testing, and servicing network equipment.
General Accountant
K&P Flores
01.2013 - 07.2016
- Processed company documentation, such as invoices and payment checks.
- Performed administrative tasks, including filing, reporting, tagging fixed assets, etc.
- Maintained flawless communication with the clients.
- Analyzed QuickBooks data for accuracy.
- Assisted tax accountants in preparing tax returns and financial statements.
- Communicated with clients on a daily basis and ensured excellent customer service.
- Prepared invoices, expense reports, and payment memos.
- Compiled and analyzed company documentation for accuracy.
- Performed data processing in MS Excel.
- Maintained the monthly financial reports over the course of 12 months.
- Completed the general ledger with payroll entries.
- Processed payroll and benefits for more than 20 employees biweekly.
- Post billing statements to over 30 accounts.
- Ensured tax compliance by preparing quarterly sales tax returns and assisting with annual income tax filings.
Lead Real Time Analyst
TELUS International
09.2009 - 12.2013
- Coordinated with staff, clients and Senior Management real-time monitoring of the operation.
- Served as a primary point of contact for all activities in real time.
- Worked collaboratively with other members of the operation, to develop action plans to ensure the safety and efficiency of the operation status.
- Implemented, trained and managed processes at all levels of staff, according to the rules and policies, practices and directives.
- Promoted professional development in the Command Center.
- Demonstrated a sense of urgency for any assignment and also with a sense of calm disturbing.
- Ensured communication between Command Center and all parties involved.
- Timely delivery of reports with analysis when necessary.
- Statistical Review calls the command center and offer firm decisions to take steps forward.
- Proactive planning and development strategy of the operation.
Customer Service Representative
TELUS International
11.2008 - 09.2009
- Attracted potential customers by answering product and service questions, suggesting information about other products and services.
- Opened customer accounts by recording account information.
- Maintained customer records by updating account information.
- Resolved product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution.
- Maintained financial accounts by processing customer adjustments.
- Recommended potential products or services to management by collecting customer information and analyzing customer needs.
- Prepared product or service reports by collecting and analyzing customer information.
- Contributed to team effort by accomplishing related results as needed.
Education
Data For Business Analysts Using Microsoft Excel
08.2024 - 08.2024
Data And Business Process Modeling With Microsoft
07.2024 - 08.2024
PL-300T00-A: Microsoft Power BI Data Analyst
07.2024 - 07.2024
Business Analysis Fundamentals
06.2024 - 07.2024
Six Sigma Green Belt (CSSGB) -
03.2020 - 04.2020
Business Intelligence Analyst - Business Intelligence
02.2020 - 03.2020
Introduction To IoT 0120 -
02.2020 - 02.2020
BBA - Bachelor of Business Administration
03.2022 - Current
High School Diploma -
01.2008 - 10.2008
Skills
Business Analysis
Languages
English
Spanish
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Cisco
Genesys Cloud
CMS
IEX NICE
Tableau
Calabrio
Microsoft Excel
Microsoft Visio
Microsoft Query
Microsoft Power BI
Microsoft SaredPoint
Microsoft Power Automate
Aspect
ADP LLC
Alvaria Management Suite
Verint
Workday
Oracle Workforce Management
Microsoft Office
Timeline
Microsoft - , Data For Business Analysts Using Microsoft Excel
08.2024 - 08.2024
Microsoft - , Data And Business Process Modeling With Microsoft
07.2024 - 08.2024
Microsoft - , PL-300T00-A: Microsoft Power BI Data Analyst
07.2024 - 07.2024
Microsoft - , Business Analysis Fundamentals
06.2024 - 07.2024
Intraday Perfomance Analyst - IntouchCX
06.2023 - 12.2023
American School of Management - BBA, Bachelor of Business Administration
03.2022 - Current
Assistant - Realtime Analyst - Everise
02.2022 - 04.2023
Workforce Scheduler Analyst - Nearsol, S.A.
06.2020 - 01.2021
Six Sigma Academy Amsterdam - Six Sigma Green Belt (CSSGB),
03.2020 - 04.2020
365 Careers - Business Intelligence Analyst, Business Intelligence
02.2020 - 03.2020
Cisco Network Academy - Introduction To IoT 0120,
02.2020 - 02.2020
Workforce Analyst - Nearsol, S.A.
11.2015 - 06.2020
Senior Operations Controller - Conduent
12.2014 - 06.2018
General Accountant - K&P Flores
01.2013 - 07.2016
Lead Real Time Analyst - TELUS International
09.2009 - 12.2013
Customer Service Representative - TELUS International
11.2008 - 09.2009
Colegio Madre Del Divino Pastor | Perito Contador - High School Diploma,
01.2008 - 10.2008
References
- Alfonso Toledo, Telus - Everise, 42169660
- Jorge de Leon Cordon, Conduent, 56969781
- Ricardo Giorgis, Nearsol, S.A., 31224978
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