Jose Pena
Workforce Management Analyst
San Antonio,TX
Summary
Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Over 4+ years of experience in workforce assessment.
Overview
5
5
years of post-secondary education
8
8
years of professional experience
Work History
Sales Consultant
The Hartford Financial Services Group Inc.
San Antonio, TX
10.2017 - Current
- Assessed client needs to determine and suggest relevant product solutions in alignment with client budgets and schedules.
- Conferred with existing and potential customers to assess requirements and propose optimal solutions.
- Achieved top performance by strategically adapting to rapidly changing, competitive environment.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Workforce management Intern
- Manage overtime, shift swaps, breaks and PTO requests.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Knowledge of Microsoft Word, Excel and PowerPoint
Real-Time Analyst
The Results Companies
Corpus Christi, TX
02.2013 - 10.2017
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Produced and updated documents, reports and tracking spreadsheets using Excel,NICE IEX, Verint and CMS.
- Prepared daily intraday reports and participated on weekly WFM, & client staffing calls.
- Set and adjusted staff schedules to maintain optimal coverage and service levels.
- Managed overtime, shift swaps, breaks and PTO requests.
- Conducted data analysis to determine customer traffic and volume, developed plans to optimize workflow and productivity.
- Updated training materials for new employees to provide information about attendance guidelines.
Education
Associate of Applied Science - Medical Practice Management
Kaplan College
Corpus Christi, TX 06.2010 - 07.2012
High School Diploma -
Calallen High School
Corpus Christi, TX 08.2007 - 05.2010
Skills
Analytical skills
undefinedTimeline
Sales Consultant
The Hartford Financial Services Group Inc.
10.2017 - Current
Real-Time Analyst
The Results Companies
02.2013 - 10.2017
Associate of Applied Science - Medical Practice Management
Kaplan College
06.2010 - 07.2012
High School Diploma -
Calallen High School
08.2007 - 05.2010
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