Mario Hernandez

N

Business Analyst III

NSGlobal

Mar 2024 - Sep 2024 (7 months)

-Extracted and transformed raw data from databases, ensuring accuracy by filtering and eliminating duplicates and irrelevant information. -Automated manual data comparison processes using Excel, increasing efficiency in tracking supplier profiles and status. - Provided key stakeholders with daily updates, weekly reports, and presentations, highlighting profile progress and gaps.

S

Business Analyst II

Shyft Global Services

Nov 2020 - Jan 2024 (3 years 3 months)

-Revamped outdated reports for the Kodak and LG accounts, creating dynamic Tableau and Power BI dashboards to monitor real-time performance and productivity. -Spearheaded the development of Power Apps tools for CRM systems and productivity tracking, improving internal efficiency. -Supported multiple business units with ad-hoc reports, addressing key management inquiries and enhancing decision-making through data insights. -Collaborated with cross-functional teams to resolve escalated inquiries and optimize supplier engagement.

Workforce Lead

Auxis

Dec 2018 - Dec 2020 (2 years 1 month)

-Led a team of analysts, improving team performance through coaching and feedback. -Developed enhanced reporting processes for scheduling, forecasting, and volume analysis, resulting in more accurate staffing and operational decisions. -Implemented workforce management standards in a new department, improving KPI visibility and operational performance.

B

Workforce Management and Reporting Analyst

BCDTravel

Oct 2016 - Feb 2019 (2 years 5 months)

-Streamlined data compilation and reporting processes, reducing manual labor and minimizing errors across daily, weekly, and monthly reports. -Improved scheduling and forecasting accuracy by analyzing workload demands and adjusting staffing recommendations accordingly.

Lead Scheduler

Dialog Direct

Jun 2016 - Oct 2016 (5 months)

-Supported the launch of a new call center account by managing agent and forecast data in the eWFM tool. -Provided real-time data to the client, attended stakeholder calls, and maintained constant communication with managers. -Recommended scheduling adjustments, including overtime, time off, and vacation, to ensure full shift coverage.

Workforce scheduler and QA analyst

Experian

Jun 2015 - Feb 2017 (1 year 9 months)

-Managed workforce schedules, shift bids, and coverage decisions to maintain operational efficiency. -Provided strategic insights to management on staffing and hiring decisions through forecast analysis and productivity reports.

Operations Support Professional

IBM

Jan 2014 - May 2015 (1 year 5 months)

-Reduced reporting time from 1.5 hours to 10 minutes through process improvements in MS Excel, allowing for more in-depth analysis. -Trained new team members on data analysis processes, ensuring high departmental standards were maintained.

S

Operations Management Analyst

SYKES Costa Rica

Nov 2007 - Oct 2013 (6 years)

-Supported scheduling, forecasting, and workforce management while collaborating with cross-functional teams to improve overall performance. -Trained new agents in workforce management, helping develop critical operational skills.

Mario Hernandez

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Mario's behavioral traits
Mario's likely patterns of behavior, thought, values, and emotion. Based on the HEXACO model, OCP instrument, and Torre’s own research.