Hector Alexander Chang Taylor
Sunnyvale,CA
Summary
Dynamic professional with strong people skills and a focus on operational efficiency. Experience in coordinating workforce management and fostering collaboration to drive successful outcomes and improve service delivery.
Overview
12
12
years of professional experience
Work History
Relief Lead Environmental Aide
Kaiser Permanente
Santa Clara, CA
05.2024 - Current
- Collaborated with team members to streamline workflow processes during peak hours.
- Maintained cleaning schedule for operating rooms and vacant patient rooms.
- Conducted routine inspections to identify and address potential hazards promptly.
- Assisted healthcare staff in waste management and recycling initiatives.
- Operated cleaning equipment to ensure thorough disinfection of facilities.
- Monitored inventory levels of cleaning supplies and notified supervisors when restocking was needed.
- Assisted in moving equipment from one room to another.
Workforce Management Coordinator
Webhelp
Managua, NI
10.2021 - 11.2023
- Assisted in developing annual budgets for labor costs, contributing to financial stability within the organization.
- Structured MBR, QBR and YBR presentations in cooperation with Training, Quality and Operations for high impact meetings.
- Collaborated with cross-functional teams to implement process improvements and address operational challenges.
- Conducted regular performance reviews, providing constructive feedback and promoting professional growth among staff members.
- Cultivated positive working relationships with internal stakeholders through transparent communication practices.
- Developed reporting tools that streamlined performance metrics tracking for management review.
- Facilitated communication between departments to synchronize efforts in meeting business objectives.
- Analyzed workforce data to identify trends, improving forecasting accuracy and staffing levels.
- Coordinated workforce scheduling to optimize resource allocation and enhance operational efficiency.
- Prepared and maintained reports, dashboards, and monthly packages.
- Participated in recruitment efforts by conducting interviews assessing candidate suitability for the workforce.
- Trained new team members on workforce management systems and best practices for efficiency.
Operations Analyst
Opticall BPO
Managua, NI
01.2019 - 10.2021
- Led cross-functional teams in executing strategic initiatives to optimize resource allocation.
- Analyzed operational data to identify process inefficiencies and recommend improvements.
- Collaborated with stakeholders to gather requirements for system enhancements and process automation.
- Developed and implemented process documentation to enhance team training and onboarding efficiency.
- Conducted regular performance reviews, ensuring adherence to quality standards across operations.
- Created custom reports and visualizations to support decision-making processes.
- Analyzed trend data to forecast operational needs and plan next course of action.
- Created models to forecast and predict quantitative and comparative evaluations of various business solutions.
Workforce Real Time Analyst
Accedo Technologies
Managua, NI
11.2014 - 07.2018
- Analyzed real-time workforce data to optimize staffing levels and improve operational efficiency.
- Developed and implemented strategies for effective resource allocation during peak periods.
- Monitored performance metrics to ensure adherence to service level agreements.
- Collaborated with management to identify trends and forecast staffing needs accurately.
- Provided insights on process improvements to enhance overall workforce productivity.
- Led initiatives that improved response times and reduced operational bottlenecks consistently.
- Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
- Optimized schedules, forecasts, and other tools to present to management.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
- Prepared and maintained reports, dashboards, and monthly packages.
- Managed real-time inbound call traffic across multiple contact center locations.
- Performed ad hoc reporting and analysis to improve overall performance of the call center and enable a strong understanding of business.
- Addressed employee concerns with schedule changes; ensured a transparent and fair process for all involved parties.
- Managed overtime, shift swaps, breaks and PTO requests.
- Created training materials for new employees to provide information about attendance guidelines.
Education
Industrial Engineer - Engineering
Universidad Centroamericana
Managua, NI12-2013
Skills
- Equipment sanitation
- Data collection & research
- Documentation skills
- Report writing
- Environmental compliance
- Project management skills
- Equipment cleaning
- People Skills
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Relief Lead Environmental Aide
Kaiser Permanente
05.2024 - Current
Workforce Management Coordinator
Webhelp
10.2021 - 11.2023
Operations Analyst
Opticall BPO
01.2019 - 10.2021
Workforce Real Time Analyst
Accedo Technologies
11.2014 - 07.2018
Industrial Engineer - Engineering
Universidad Centroamericana