Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Jose Hurtado

Jose Hurtado

San Tan Valley,AZ

Summary

At Verizon, I led HR Data Reporting & Analytics, enhancing efficiency through predictive analytics and actionable insights, leveraging expertise in Excel, GSuite, Tableau, Looker & SQL databases and collaborative leadership. Strategic planning and process improvements significantly contributed to business strategies, evidenced by Lean Six Sigma certifications and proficiency in Big Data Analytics. Experienced with data analysis, statistical modeling, and business intelligence tools. Utilizes analytical skills to identify trends and provide actionable insights that support business decisions. Knowledge of data visualization techniques and effective communication ensures clear presentation of complex information to stakeholders.

Overview

17
17
years of professional experience
1
1
Certification

Work History

HR Data Reporting & Analytics– HRBP/Sr. Analyst

Verizon
02.2021 - Current
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
  • Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
  • Implemented predictive analytics techniques that enabled proactive adjustments to business strategies based on emerging trends.
  • Design and delivery of complex reporting and analysis solutions providing actionable insights into HR data, processes, and performance.
  • Development, maintenance, and quality assurance of new and existing reporting models utilizing tools such as Cognos, Qlik, Excel, PeopleSoft, and Workday.
  • Execution of in-depth analyses to address critical issues and capitalize on opportunities.
  • Effective communication of insights derived from reporting, analysis, and tool deployments to HR teams and business leaders.
  • Collaborative partnership with HR leaders, stakeholders, and colleagues to implement data-driven initiatives and drive positive outcomes.
  • Solid understanding of HR principles and practices.
  • HRIS Proficiency: Skilled in utilizing HR systems, including PeopleSoft, Workday, Cognos, and Data Studio.
  • Exceptional Organization & Detail Orientation: Proven ability to manage tasks meticulously and accurately.
  • Advanced Excel Skills: Mastery of various functions, including ranges, VLOOKUP, HLOOKUP, XLOOKUP, Macros and conditional formatting.
  • Data Analysis & Reporting: Expertise in analyzing data, generating insightful reports and presentations, and identifying opportunities based on KPI trends.
  • Critical Thinking & Decision-Making: Demonstrated ability to analyze information, solve problems, and make sound judgments.
  • Professionalism & Ethics: Unwavering commitment to high professional standards, confidentiality, and quality.
  • Strong Communication Skills: Excellent written and verbal communication skills, including the ability to convey data-driven insights effectively to diverse audiences.
  • Time Management & Prioritization: Proven ability to work effectively under pressure, manage multiple priorities, and meet deadlines.
  • Self-Management & Adaptability: Adept at working independently, taking initiative, and thriving in fast-paced, dynamic environments.
  • Leader in onboarding of new team members and providing new tool insight.
  • Analyzing chat and reporting to identify trends, patterns, and customer sentiment using Gallup, Verint, Qualtrics, etc.
  • Worked on large scale projects such as project Jupiter 1 & 2, as well as Customer Service Evolution with VSP
  • Accomplished in process improvement, & process design by creating a new way of reporting for our team using GSuite, Looker to build and manage Dashboard reporting for Headcount, Terminations, Absence Shrink, etc.

National Attendance Team – Sr. Analyst

Verizon
06.2018 - 02.2021
  • Mentored junior analysts, fostering professional development while enhancing overall team performance.
  • Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
  • Improved company efficiency with development of key performance indicators and tracking metrics.
  • Optimized project management, resulting in timely deliverables and improved client satisfaction rates.
  • Daily Reporting & Analysis of absence related items for entire VCG group
  • Proficient in MS Office & G Suite
  • Strong working knowledge of Verizon Systems including NAT, IEX, Verint/WFM, VZ Time, VZ Dash, PeopleSoft, SQL Teradata, EDW Adobe Connect, Aceyus, and WebEx
  • Completed daily analysis of data and converting into understandable virtual presentations for monthly trainings, new system knowledge, and continued education
  • Maintained process to identify missed IEX coding that resulted in carryover CAs and provided procedural suggestions to leadership
  • POC reporting Sr.Analyst on my team
  • Analyzed detailed data to understand trends and patterns in supporting our needs with attendance
  • Analyzed data for attrition and created Attrition reporting at a national level
  • Created multiple UOT reporting at VP, Field and Center level for Customer service and Operations.
  • Identified opportunity with unauthorized OT time coding/reporting. Created reporting on outliers and present weekly findings to VP’s, SM’s and other leaders in business
  • Partnered with IMT, Scheduling to identify patterns, trends or disconnects with scheduling and coding that may affect UOT
  • Also analyzed data for COVID19 Coding in comparison to OT by VP and provide weekly readout to VP’s
  • Worked with my team/peers to help improve their reporting (Employee Scorecard, PTO, Bereavement, UIA, COVID19, etc.

HQ System Analytics & Programming – Sr. Analyst

Verizon
06.2015 - 07.2018
  • Mentored junior analysts, fostering professional development while enhancing overall team performance.
  • Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
  • Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
  • Nurtured strong working relationships with clients, ensuring their needs were met while exceeding expectations on deliverables.
  • Performed audits of subsidiaries to protect shareholders and potential investors from fraudulent or unrepresentative financial claims.
  • Analyzed data to identify root causes of problems and recommend corrective actions.
  • Created data models to support decision-making processes.
  • Work independently to identify opportunities; design appropriate analytical approaches; and lead analysis to draw insights and formulate actionable recommendations for management.
  • Lead initiatives with stakeholders and lead meetings (with regions and area leadership) to identify and resolve areas of opportunities for additional sales or retaining more customers and/or products. Stakeholders would mostly include CS Operations and Call Center leadership, both internal and SPC partners.
  • Advanced knowledge of multiple reporting sources used in combinations to derive conclusions. Independent and dependent sources used to validate and/or refute hypotheses and statistical variances.
  • Utilize Teradata SQL, Data Warehouse (EDW) to mine data from the UDM . Develop data models and define metric configurations in Cognos. Utilize statistical and operational analysis along with predictive modeling techniques to derive the opportunities to the business and set targets
  • Design and deliver high-quality, professional businesses insights at appropriate levels across the organization – from front-line to executive leadership; communicate performance, make recommendations, and enable important decision-making around top initiatives in the results-focused organization
  • Ongoing analysis of customer service initiatives, products and services, KPI, customer segmentation, as well as complex, strategic and analytical projects to evaluate and make recommendations around growth, revenue, and profitability initiatives and opportunities.
  • Development of National Customer Service reporting and analysis to identify and drive improvements and goal attainment across Customer Service. Define, interpret and integrate significant amounts of data into strategic and relevant reports and analysis.
  • Assess and analyze improvement opportunities and develop solutions for closing gaps, eliminating redundancies and inconsistencies in Customer Service across the enterprise and manage the resources to align to the new standards and close the gaps.
  • Work with cross functional teams and partners to ensure transparency, efficiency, and on-time delivery of data and analysis. Partner with the National CS Reporting and Tools team to define requirements for change and enhancements to current tools and reports.
  • Produce ad-hoc reporting and analysis, leveraging information from varied sources including but not limited to: data warehouse for transactional information, customer segmentation, channel, etc. which provided well-rounded business insights and recommendations for action designed to drive improvements.
  • Identify and recommend process improvements for assurance of data integrity and consistency across all analysis, including standard documentation of processes, savings and data sources.
  • Utilize advanced data mining and SQL skills to evaluate, analyze and critically inspect performance/trend results.

HQ Tech Analyst-System Analytics & Programming CIR

Verizon
01.2013 - 06.2015
  • Assisted with deployment issues by clarifying user questions and identifying problems.
  • Optimized system performance through regular maintenance and updates, resulting in increased efficiency.
  • Provided technical and functional recommendations based on project requirements.
  • Tested modified programs to correct adverse impacts on programs or systems operations.
  • Collaborated with cross-functional teams to develop innovative technology solutions for business challenges.
  • Monitor and complete detailed analysis utilizing Speech Analytics to discover/address call drivers for the call in rate reduction team.
  • Call in rate analysis for pre and post launch of new products and services; includes urgent leadership requests and ad hoc projects to support VZW and my team’s objectives.
  • Working with leadership from VLSS and National HQ to help identify and reduce unnecessary repeat calls in an attempt to reduce CIR and improve customer experience.
  • Manage high priority deliverables including working with team members to meet the deadlines as needed
  • Create reports and read out to leadership/VLSS on my findings along with recommendations of process/policy improvements
  • Identify and submit feedback opportunities to Verizon Wireless employees, vendors and Indirect Agents.
  • Identify trends and submit process improvement suggestions to simplify processes, procedures and also reduce call in rate
  • Develop partnerships with various leadership work groups like VLSS, directors, associate directors to strategize ways to address and improve process and procedures
  • Championed adoption of industry best practices within the team, resulting in improved code quality and more efficient development processes.
  • Resolved complex technical issues through rigorous troubleshooting and root-cause analysis, minimizing downtime and disruptions to business operations.
  • Established effective communication channels between technical and non-technical staff members, promoting collaboration across departments to achieve shared goals more efficiently.

West Area Quality Assurance - Coordinator

Verizon
08.2011 - 01.2013
  • Evaluated accuracy of existing quality assurance measurement techniques, implementing improvements to increase efficacy and reduce errors.
  • Conducted regular audits to identify areas of improvement, leading to increased customer satisfaction levels.
  • Improved product quality by implementing rigorous testing processes and protocols.
  • Served as a trusted advisor to senior management on matters related to quality assurance, contributing valuable insights that informed strategic decision-making processes.
  • Enhanced overall efficiency of the quality assurance process by streamlining workflows and documentation.
  • Optimized resource allocation by prioritizing critical tasks in the quality assurance process, ensuring timely completion of projects.
  • Responsible for auditing Executive Relations Team (ERT) & Customer Relations Team (CRT) customer interactions to help drive and maintain high quality scores
  • Audit members of the Executive Relations Team multiple times a month to ensure and maintain high quality standards
  • Track and ensure all audits are completed
  • Read out to Leadership providing a progress report and trends on their reps
  • Monitor and provide feedback for CRT call observations and readout on my findings to leadership
  • Track and export data acquired from audits and call observations to help address areas of opportunity
  • Develop/Facilitate workshops based on data acquired addressing areas of opportunity for ERT and CRT
  • Train members of CRT and ERT on workshops I created to help drive and maintain high quality scores and address their individual areas of opportunity
  • Assist with Investigating and resolving formal customer complaints sent to Verizon Wireless Executives, demonstrating business insight while complying with company guidelines
  • Develop partnerships with various work groups in resolving customer concerns
  • Drive growth, revenue and loyalty with our new and existing customers

Quality Assurance- CE Analyst

Verizon
06.2009 - 08.2011
  • Mentored and coached team members on QA topics and strategies.
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
  • Reported progress, test metrics and results to project stakeholders.
  • Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout QA process.
  • Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
  • Championed quality assurance initiatives within organization by promoting culture of continuous improvement and striving for excellence in all aspects of product development.
  • Develop Action Plans for Customer Service with Leadership and work on implementation of Action Plans
  • Facilitate and Coordinate quality calibrations/meetings with all levels of leadership
  • Facilitate Loyalty, Tools, and Seal the Deal workshops/training.
  • Facilitate “Why Not?” workshops that were designed to drive upgrades.
  • ACS detractor callbacks and handling of ACS Disputes
  • Monitor and provide coaching opportunities for bilingual, care and tech calls to ensure quality and loyalty goals are met on every call, working hand in hand with Leadership on Outliers
  • Assist with Acquisition of El Paso Call Center and traveled to assist and train Quality Analyst and members of Leadership to bring to West Area Standards
  • Train prior Alltel representatives on Verizon Wireless products, services and systems
  • Provide coverage for Associate Director’s teams when needed; Quality observations and managerial tasks

Senior Bilingual Customer Care Representative CRT

Verizon
06.2007 - 07.2009
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Maintained high level of product knowledge to provide accurate information and support to customers.
  • Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
  • Customer Relations Team Representative, Peer Facilitator, Lead Transition Coach
  • Quality & Training Captain of individual teams
  • Alltel Conversion Project- Assisted with Training and Support of new Bilingual/Customer Service Representatives
  • Member of Customer Resolution Team after only 9 months in new role.
  • Monthly performance of “Leading” in upgrades per call and ACS Resolve metrics for customer satisfaction
  • Participated in Timesheet Automation Project by providing user feedback to key project members
  • Drive growth, revenue and loyalty with our new and existing customers

Education

-

California State University, Fullerton
Fullerton, CA

High School Diploma -

Corona Senior High School
Corona, CA
06-2003

Skills

  • Analytical Thinking
  • Team Collaboration and Leadership
  • Documentation And Reporting
  • Project Management
  • Excel proficiency
  • Data Research and Validation
  • Process Improvements
  • SQL and Databases
  • Strategic Planning
  • Lean Six Sigma
  • Verizon Wireless Computer Knowledge – ACSS, NetAce, Eroes, CERS, Info Manager, Iconic Portal, Speech analytic, Impact 360, Tableau, Teradata (SQL), Data Warehouse (EDW), IEX, Verint/WFM, NAT, VZ Time, OTMS, VZ Dash
  • Verizon Wireless Presentation Skills, Facilitation Skills, Project Management, Targeted Selection, Leadership Program, Management and Coaching Training
  • Tableau Trainings
  • Peer mentoring
  • Design and delivery of complex reporting and analysis solutions providing actionable insights into HR data, processes, and performance
  • Development, maintenance, and quality assurance of new and existing reporting models utilizing tools such as Cognos, Qlik, Excel, PeopleSoft, and Workday
  • Execution of in-depth analyses to address critical issues and capitalize on opportunities
  • Effective communication of insights derived from reporting, analysis, and tool deployments to HR teams and business leaders
  • Collaborative partnership with HR leaders, stakeholders, and colleagues to implement data-driven initiatives and drive positive outcomes
  • Big Data Analytics
  • Business Intelligence
  • MS Excel

Certification

  • Six Sigma Certification - Yellow & Green Belt


Languages

Spanish
Native or Bilingual

Timeline

HR Data Reporting & Analytics– HRBP/Sr. Analyst

Verizon
02.2021 - Current

National Attendance Team – Sr. Analyst

Verizon
06.2018 - 02.2021

HQ System Analytics & Programming – Sr. Analyst

Verizon
06.2015 - 07.2018

HQ Tech Analyst-System Analytics & Programming CIR

Verizon
01.2013 - 06.2015

West Area Quality Assurance - Coordinator

Verizon
08.2011 - 01.2013

Quality Assurance- CE Analyst

Verizon
06.2009 - 08.2011

Senior Bilingual Customer Care Representative CRT

Verizon
06.2007 - 07.2009

-

California State University, Fullerton

High School Diploma -

Corona Senior High School

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Jose Hurtado