Andres Acosta
Little Elm,TX
Summary
Workforce management professional with proven history of enhancing operational efficiency through strategic workforce planning. Known for strong team collaboration and delivering impactful results. Adept at adapting to dynamic work environments and skilled in workforce analytics and process improvement. Strong background in marketing, analytics, and operations management.
Overview
14
14
years of professional experience
Work History
Workforce Management Analyst
USAA
07.2022 - Current
- Formed and led a new tactical team post-transition from third-party support which involved taking over scheduling operations for the entire Bank workforce. While providing quarterly reports to leadership to ensure goals were being met.
- Designed SOPs and new intake processes, aligning schedules with business needs to align with the yearly budget and make adjustments when needed in order to keep with company changes. Provided Data analysis to improve call center capacity and to expand on processes to drive revenue.
- Partnered with leadership to refine scheduling strategies across the USAA Bank Omni Workforce. Provided schedules for over 1000 call center representatives which involved, creating and adjusting schedules, making initiatives to provide changes to increase profitability and capacity within the workforce.
- Managed third-party scheduling/training relationships with over 10 contracted groups to help increase business needs and grow our workforce numbers.
- Analyzed workforce data to identify trends and improve staffing efficiency.
- Developed scheduling models to optimize resource allocation and reduce operational costs.
Various Roles
HEB
09.2011 - 08.2022
- Managed Produce Dept. night operations, ensuring compliance and presentation for over 5 years
- Trained new hires across multiple departments.
- Worked in warehouse ice cream plant operations and logistics for a 2 year period
Project/Marketing Manager
ZAR
01.2020 - 07.2022
- Drove 25% quarterly growth across 6 locations in San Antonio.
- Launched 5 new Dallas locations, built Chamber & Veteran org partnerships.
- Increased online engagement 30% through digital campaigns.
- Used SQL/Tableau to drive a 53% sales increase and launch 5 new products.
Project Manager
Independent Insurance Agent / Project Management
07.2018 - 01.2021
- Sold Auto, Home, Life, and Health insurance across multiple providers.
- Trained/coached over 30 new agents in compliance, sales, and scheduling with NICE IEX Software
- Created marketing campaigns to boost sales and drive revenue (online ads, social media, word-of-mouth).
Education
BA - Business and history
University of Texas At San Antonio
San Antonio, TX06.2017
Skills
- Workforce Management & Scheduling (NICE IEX, Cisco)
- Statistical modeling
- Forecasting techniques
- Project & Marketing Management
- Insurance Sales & Licensing (Auto, Home, Life, Health)
- Data Analytics (SQL, Tableau)
- Training & Facilitation
- Salesforce, Microsoft Office, Google SEO
- Scheduling optimization
- Workforce planning
Timeline
Workforce Management Analyst
USAA
07.2022 - Current
Project/Marketing Manager
ZAR
01.2020 - 07.2022
Project Manager
Independent Insurance Agent / Project Management
07.2018 - 01.2021
Various Roles
HEB
09.2011 - 08.2022
BA - Business and history
University of Texas At San Antonio