Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
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Ricardo Ornelas Luna

Ricardo Ornelas Luna

Guadalajara

Summary

WFM Analyst with extensive experience at XO LATAM, specializing in forecasting and capacity planning. Proficient in advanced Excel and Tableau for data analysis, driving operational efficiency and team collaboration. Focused on implementing innovative solutions that enhance performance and meet client needs. Recognized for high productivity and expertise in workforce planning, data analysis, and trend forecasting.

Overview

8
8
years of professional experience
1
1
Certification

Work History

WFM Analyst

XO LATAM
Guadalajara
11.2023 - Current
  • Forecasting KPIs, SLA, requirements
  • Capacity planning
  • Demand forecasting
  • Scheduling offline activities
  • Intraday analisys for compliance with client requirements
  • Intraday management for Invoice optimization
  • Analisys of non billable activities for visualization and management
  • Between many other activities.

Real time analyst

XtendOps
Guadalajara
09.2022 - Current
  • Real time monitoring for agents receiving chats and voice interactions
  • Responding to client request in real time about modifications on queues for our agents
  • Managing diferent analysis to approve or reject undertime, overtime.Fill up and promote client iniciatives
  • Manage staffing plans to maximize profit for the business
  • Update real time offline activities, based on staffing plans and projections
  • We upload our busy and away, not responding, attendance reports to Google sheets, which in turn it updates the google graphics for an easy and quick way to report results to our operations team
  • We use email responses for special request which require approval from diferent business areas
  • We retrieve data from aspect to look at which agents have a log in late in accords to his schedule
  • As well as Historical reports generation for looking for planned absences 1 month in advance on a daily basis
  • At the end of the day i run this reports as a closer
  • Summarize all activities through the day
  • Reviewed work results against objectives and identified staff knowledge or skill gaps.

Mission control analyst

Reliant Energy
Guadalajara
08.2021 - 08.2022
  • Weekly Invoice generation.
  • Staffing calculation results.
  • Real time monitoring agents.
  • Daily Gameplan generation.
  • Next week staffing projection.
  • Gameplan communication to operations.
  • Overtime and undertime results review with operations team on a daily basis.
  • Attendance reporting every 2 hours.
  • Implemented more efficient processes and reduced wasted resources.
  • Approve deny offline activities and overtime/undertime.
  • Collaborated with team members to achieve target results.

Mission control analyst

Comcast
Guadalajara
08.2019 - 08.2020
  • NICE
  • IEX
  • WEBSTATION
  • PPC
  • RTA TOOL.CMS
  • Scheduling, Forecasting
  • Intraday analysis
  • SL, Hours attainment, interval variance and other metrics measurement.
  • Incident management.

Regional Science Coordinator

Jalisco Tecnológico
Guadalajara
07.2017 - 10.2019
  • During my time in this position, i summarize my activities as follows:
  • Coordinate museum expositions with local goverments and education secretaries
  • Set up the museum on provided spaces by municipal goverments
  • Attend different school groups and explain the science of things , through diferent electrical and mechanical artifacts like Tesla coils, remotely controlled drones, water systems and 3d-body schematics
  • Making weekly and monthly reports to manager about number of students managed, and places visited

  • Implemented staff training schemes to achieve research team progression.
  • Maintained comprehensive documentation of research activities and findings.
  • Identified project budget requirements to enable accurate forecasting.
  • Coordinated staff and resources to meet project goals.

Education

Bachelors degree - Marine biology

University of Guadalajara
Guadalajara

Skills

  • Advanced Excel (If, Conditionals, pivot tables, filter, VBA, Macros)
  • Power query
  • Forecasting
  • Capacity planning
  • Scheduling
  • Data analysis
  • Project management
  • Team collaboration
  • Time management
  • Effective communication
  • Report generation
  • Forecasting accuracy
  • Statistical modeling
  • Tableau software
  • Workforce management tools
  • Compiling data
  • Schedule coordination
  • Analyzing patterns
  • Demand management
  • Resource planning
  • Stakeholder management
  • Scenario analysis
  • Analytical thinking
  • Interpersonal skills
  • Teamwork
  • Google spreadsheets
  • Power BI Google Looker studio
  • Microsoft teams, Slack Power automate Sharepoint
  • NICE IEX ASPECT WEBSTATION PPC GENESYS RTA TOOLCMS ZENDESK ASSEMBLED
  • Email
  • Calm under pressure
  • Commitment to excellence
  • Team leadership and motivation
  • Analytical and critical thinking
  • Active listening
  • Crossfunctional collaboration
  • Storytelling

Certification

  • Robotics certification

Diplomat

Developing coding for control of diferent devices through giving orders to the components or controlling the process from android, or an analog device (Joystick, buttons).

  • Google Looker UDEMY certification.

Learn everything about looker studio.22 hours Course.

  • FENACI Project qualificator.

I was in charge of revising university projects to evaluate if they were feasible to accomplish.

  • Other qualifications(Years of experience):

Microsoft Excel (5) SharePoint (1) Google Docs (3) Aspect (2) IEX (3) Webstation (3 ) PPC (3) Microsoft Outlook (3) Power BI (1) Looker (1) Power automate (2) Email management (5) CMS (3)

Accomplishments

  • A suitable ichthyometer for systemic application

https://www.redalyc.org/articulo.oa?id=175053482001 noviembre 2017

Latin American Journal of Aquatic Research - This investigation was lead to produce a new procedure for determining fish lenght and weight on a practical and fast way with intention to diminish stress and improve welfare.

  • A sustainable approach to tilapia aquaculture

https://www.scielo.org.mx/scielo.php?script=sci_arttext&pid=S0188- 62662017000500019

octubre 2017 There is various challengues when we farm tilapia, diseases, freshwater pollution, insuficient knowledge leading to mispractices causing harms to the environment. On this review we examine how we can overcome this challenges

  • Protein Inputs of Animal Origin Used in the Substitution of Fish Meal in Aquaculture Feed https://revistaagroproductividad.org/index.php/agroproductividad/article/view/1800 enero 2021

When farming aquatic animals to produce food for humanity, we often utilize limited resources for feeding fish, shrimp and other species , mainly fishmeal obtained from sardines, this has a profound impact on the whole trophic chain, we revise alternatives to fishmeal which does not compromise its benefits.

•Tilapia aquaculture: a sustainable challenge.

https://edicionbioma.wordpress.com/wp content/uploads/2016/12/bioma-junio-2016.pdf

Different methods to reach environmentally friendly tilapia aquaculture are listed. Bioproducts, alternative to quimical medication, use of eutrophic wastewater and energy generation are described.

Timeline

WFM Analyst

XO LATAM
11.2023 - Current

Real time analyst

XtendOps
09.2022 - Current

Mission control analyst

Reliant Energy
08.2021 - 08.2022

Mission control analyst

Comcast
08.2019 - 08.2020

Regional Science Coordinator

Jalisco Tecnológico
07.2017 - 10.2019

Bachelors degree - Marine biology

University of Guadalajara

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Ricardo Ornelas Luna