Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Sydney Espada

Union,NJ

Summary

Proficient Workforce Analyst adept at collecting, evaluating, and modeling data sets to make forward-thinking improvements to workforce plans. Well-organized and knowledgeable with top skills in complex problem-solving and strategic decision-making. Prepared to offer many years' experience and seeking a dynamic new position.

Overview

7
7
years of professional experience

Work History

SR. Real Time Workforce Analyst

HelloFresh
Remote, NJ
10.2022 - 08.2024
  • Real-time monitoring of call, chat, message, and email queues on over 5 brands and ensure SL is met
  • Managing 2 Outsource sites that is responsible for 1000+ agents in Philippines & Mexico
  • Utilized DataGamz, Genesys, Tableau, and Aspect daily to create comprehensive reports for each line of business
  • Developed detailed presentations, created comprehensive SOPs, and trained BPO supervisors on effective workforce management techniques.
  • Assigned to handle and maintain both short and long-term call volume forecasting for 11 separate call lines since the partnership with the Canada Market
  • Created monthly staffing plans, assisted with developing actionable, proactive metrics that drive forecasting capabilities and strategic insight
  • Monitored agents’ skills, talk times, after call work, hold times, excessive break times, time spent in projects and training as well as other applicable aux

Client Service Specialist

Piattino Neighborhood Bistro
Newark, 07114
09.2017 - 05.2020
  • Coordinated with team leaders and managers to address staffing needs along with performance issues, while promptly communicating updates and changes to agents and other stakeholders
  • Managed and coached a diverse team of over 40 employees, fostering growth and development through mentorship.
  • Monitored customer feedback surveys and implemented changes based on results.
  • Utilized HubSpot CRM to manage and analyze customer interactions, leading to a more personalized dining experience and increased customer engagement.

Education

Skills

  • WFM
  • Aspect & Genesy
  • SQL
  • MS Office Suite
  • Google Suite
  • Reporting
  • Google Studios
  • Tableau
  • Python
  • Business Analysis
  • Problem-solving
  • Strategic & Project Planning
  • People Management
  • Business Process Optimization
  • Forecasting
  • Leadership/ Mentorship

Personal Information

Title: Senior Workforce Analyst Workforce Management

Timeline

SR. Real Time Workforce Analyst

HelloFresh
10.2022 - 08.2024

Client Service Specialist

Piattino Neighborhood Bistro
09.2017 - 05.2020

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Sydney Espada