VICTOR ONUOHA
San Antonio
Summary
Results-driven Vendor Operations & Workforce Management Professional with a foundational background as a U.S. Army Engineer (12N). Combines strategic expertise in third-party vendor governance, contract negotiations, and workforce capacity planning with military leadership. Proven track record in optimizing service level agreements (SLAs), managing vendor compliance, and forecasting operational demand. Skilled at leveraging data analytics and cross-functional alignment to drive partner performance consistently above 95% while reducing overhead costs.
Overview
1
1
Certification
6
6
years of professional experience
Work History
Vendor Coordinator
Wise
Austin
05.2026 - Current
- Tracked and analyzed critical vendor KPIs across 2 accounts, conducting strategic performance meetings that elevated overall operational metrics above 95%
- Managed vendor relationships, ensuring adherence to company policies and standards for improved accountability.
- Collaborated with 4+ cross-functional teams to align vendor services with key operational goals, boosting workflow efficiency by 90%.
- Engineered target prospect profiles and calibrated hiring criteria with team leaders, streamlining talent sourcing to achieve a 110% headcount target.
- Conducted operational and compliance audits, remediating 92% of identified issues to uphold a 97% regulatory compliance standard.
SENIOR WORKFORCE MANAGEMENT ANALYST
Wise
Austin
01.2024 - 05.2026
- Managed operational requests for 10+ high-volume initiatives from intake to execution, ensuring compliance and precise prioritization throughout the process.
- Developed new real-time dashboards, boosting agents' productivity by 25%
- Reduced forecast variance by 15% over 3 months by analyzing trends and adjusting to demand forecast.
- Maintained 80% data accuracy across workforce systems, enhancing customer experience and improving retention rates by identifying and resolving discrepancies.
- Partnered with operations and regional stakeholders to optimize customer-facing capacity strategies, aligning them with seasonal demand and engagement patterns.
- Notified 1000+ affected customers of delays and incidents through drafted banners, contributing to a 15% increase in customer satisfaction scores.
ENGINEER | SERGEANT
U.S. Army Reserve
Camp Bullis
03.2020 - 03.2026
- Planned and managed project timelines using Asana, enhancing workflow efficiency and ensuring 100% on-time deliverables for 5 cross-functional teams.
- Coordinated communication between leadership and external stakeholders, aligning project goals and facilitating 10 successful project launches.
- Led and mentored team of 15 personnel, fostering accountability and engagement in high-pressure conditions.
WORKFORCE MANAGEMENT ANALYST
USAA
San Antonio
04.2023 - 01.2024
- Optimized forecast staffing strategies, accurately forecasting demand, reducing customer wait times by 15% while maintaining service levels above 90%.
- Analyzed historical data and identified trends to optimize workforce scheduling for 1000+ bank employees.
- Processed 300+ monthly requests to optimize contact center schedules, contributing to a 20% improvement in efficiency.
- Provided real-time support during high-volume periods, maintaining a 90% staffing level and reducing average wait times by 20%.
- Implemented weekly update meetings to enhance interdepartmental communication and increase project completion speed by 15%.
- Enhanced productivity for 1000+ USAA bank contact center employees with streamlined processes for staff allocation and workload management.
Education
MBA - Business Analytics
Eastern University
PA12-2026
Bachelor of Science - Business Administration, Information Technology
Colorado Technical University
Colorado Springs, CO12-2024
Skills
- Vendor management
- Workforce Management Tools
- Workforce Scheduling
- Forecasting Techniques
- Operational Forecasting
- Data Analytics and Reporting
- Data Analysis
- Business Intelligence Tools
- Data Reporting Tools
- Data Warehousing Solutions
- Data Visualization
- Process Improvement
- Project Planning and Management
- Workday
- Microsoft Office Suite
- Google Suite
- Analytical Tools
- Analytical thinking
- Decision-making
- Cross-functional leadership
- Stakeholder collaboration
- Relationship management
- Business metrics
Certification
- Certified SAFe 6 Scrum Master (SSM), 01/01/24
- Certified Scrum Master (CSM), 01/01/23
- Fraud Prevention, American Bankers Association (ABA), 01/01/23
- BSA and AML Compliance, American Bankers Association (ABA), 01/01/23
Timeline
Vendor Coordinator
Wise
05.2026 - Current
SENIOR WORKFORCE MANAGEMENT ANALYST
Wise
01.2024 - 05.2026
WORKFORCE MANAGEMENT ANALYST
USAA
04.2023 - 01.2024
ENGINEER | SERGEANT
U.S. Army Reserve
03.2020 - 03.2026
MBA - Business Analytics
Eastern University
Bachelor of Science - Business Administration, Information Technology
Colorado Technical University