ERICSSON ANTONIO REYES SANTOS
Propio Language Services
Vineland,NJ
1
Certification
3
years of professional experience
Data & Workforce Analyst with experience in real-time analytics, KPI reporting, forecasting, staffing optimization, workforce management, and operational decision support. Strong analytical background supported by a Bachelor's degree in Computer Information Systems Engineering and training in SQL, Power BI, and Advanced Excel.
Work History
Spanish-English Interpreter
8 Months- Delivered interpretation services in healthcare, insurance, and customer service environments while maintaining accuracy and professionalism.
Real-Time Analyst
1 Year 7 Months- Monitored and analyzed real-time data across voice, chat, and email operations.
- Produced KPI reports and operational insights for management teams.
- Managed staffing allocation to support service level objectives.
- Identified performance trends, risks, and workforce gaps.
- Supported forecasting, scheduling, and workforce planning activities.
- Collaborated with leadership teams to drive data-based decisions.
Customer Service Team Lead
1 Year 10 Months- Led customer service teams while monitoring productivity and performance metrics.
- Generated reports and analyzed KPIs to identify improvement opportunities.
- Assisted management with operational planning and performance initiatives.
Education
Bachelor of Science - Computer Information Systems Engineering
Skills
Assisted in data analysis to support team decision-making processes.
Contributed to KPI reporting for performance tracking.
Supported workforce management initiatives to optimize staff allocation.
Helped with forecasting and capacity planning to meet operational demands.
Utilized SQL for data extraction and manipulation.
Aided in creating visual reports using Power BI.
Applied advanced Excel techniques for data analysis tasks.
Facilitated data visualization to enhance reporting clarity.
Provided insights through business intelligence practices.
Participated in process improvement efforts to enhance operational efficiency.
Certification
- SQL Applied to Business and Analytics
- Power BI
- Advanced Excel
- Data Science in Senior Management
LANGUAGES
Spanish (Native)
English (Professional Working Proficiency)
Timeline
Spanish-English Interpreter
Propio Language Services
07.2025 - 03.2026Read More
Real-Time Analyst
United Nearshore Operating Group
08.2024 - 03.2026Read More
Customer Service Team Lead
United Nearshore Operations
10.2022 - 08.2024Read More
Universidad Católica del Cibao
Bachelor of Science from Computer Information Systems Engineering
Read More