Roberto Orozco
WFM Analyst
Guatemala City
Summary
Dynamic WFM Analyst. Excelled in optimizing workforce schedules and enhancing network performance, leveraging skills in data analysis and problem-solving. Achieved significant improvements in productivity and customer satisfaction through effective teamwork and advanced Microsoft Excel proficiency.
Offering strong foundation in analytical skills and readiness to learn and grow in workforce management. Contributes ability to quickly grasp scheduling and forecasting concepts, along with proficiency in data analysis and reporting. Ready to use and develop analytical and problem-solving skills in BI Analyst and WFM Analyst roles.
Overview
4
4
years of professional experience
1
1
Language
Work History
WFM Analyst
Atento
Guatemala City, Departamento de Guatemala
11.2022 - Current
- Optimized workforce schedules by analyzing historical data and forecasting future trends.
- Developed custom reports to provide management with valuable insights into workforce performance metrics.
- Streamlined WFM processes for enhanced efficiency and productivity across the organization.
- Improved customer satisfaction, ensuring adequate staffing levels during peak business hours.
- Established strong relationships with department heads, collaborating on workforce planning initiatives to meet organizational goals.
- Actively sought feedback from employees and managers, utilizing insights to refine WFM strategies and enhance overall employee satisfaction.
- Generated and analyzed reports to monitor employee engagement and attrition trends.
Network Support Engineer
Sistemas De Protección Automatizada S.A.
11.2020 - 08.2021
- Diagnosed network problems involving combination of hardware, software, power and communications issues.
- Improved network performance by troubleshooting and resolving hardware, software, and connectivity issues.
- Supported users in setup and configuration of wireless bridge networks.
- Reduced downtime for clients by providing efficient technical support and timely issue resolution.
- Managed network upgrades, migrations, and expansions while minimizing disruptions to daily operations.
Education
High School Diploma - Industrial Bachelor & Electric Technician
Instituto Técnico Vocacional Dr. Imrich Fischmann
Guatemala City, Guatemala 05.2001 -
Skills
Workforce management
Forecasting accuracy
Capacity planning
Report generation
Microsoft Excel
Analyzing patterns
Report writing
Data analysis
Teamwork
Willingness to learn
Teamwork and collaboration
Problem-solving
Guitar
Self-taught free time-guitar musician. Focused on covering different songs from my favorite artists
Timeline
WFM Analyst
Atento
11.2022 - Current
Network Support Engineer
Sistemas De Protección Automatizada S.A.
11.2020 - 08.2021
High School Diploma - Industrial Bachelor & Electric Technician
Instituto Técnico Vocacional Dr. Imrich Fischmann
05.2001 -
Similar Profiles
Grecia RodríguezGrecia Rodríguez
Customer Service Agent at AtentoCustomer Service Agent at Atento
Jesus A Negron RodriguezJesus A Negron Rodriguez
FEMA Supervisor at AtentoFEMA Supervisor at Atento
Leonardo Ayala GomezLeonardo Ayala Gomez
Customer Support Specialist at AtentoCustomer Support Specialist at Atento