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Yeabsira Baheru
Data Analyst | Workforce Analyst | Business Analytics I Technical Support
Alexandria,VA
Summary
Insights-driven analyst with 6+ years of experience converting operational data into strategic business decisions. Skilled in workforce planning, KPI reporting, forecasting, and dashboard creation across SAP, Salesforce, CRM, and Excel. Expertise in trend analysis and staffing optimization to enhance operational efficiency and drive informed business outcomes.
Overview
7
7
years of professional experience
13
13
years of post-secondary education
2
2
Languages
7
7
Certificates
Work History
Workforce Management Specialist
MGM National Harbor
National Harbor, MA
07.2025 - Current
Analyze workforce data and forecast staffing requirements for over 3,500 employees.
Develop daily, weekly, and monthly operational reports and dashboards for leadership.
Monitor key performance indicators including Service Level, Occupancy, ASA, AHT, and Abandonment Rate.
Analyze historical call volume trends to optimize workforce scheduling and staffing efficiency.
Collaborate with leadership to develop staffing models based on changing business demands.
Identify scheduling improvements through operational data analysis.
Maintain workforce management systems and communicate system performance issues.
Produce executive reporting packages that support strategic decision-making.
Field Service Operation Specialist
Alcon Global Services
10.2023 - 06.2024
Supported enterprise operations using SAP Business One (SAP B1), ERP, and Warehouse Management Systems (WMS)
Analyzed operational and customer data to support sales performance and process improvement
Ensured data accuracy across SAP and CRM systems to maintain reliable business reporting
Collaborated with cross-functional teams to streamline workflows and improve operational efficiency
Resolved ERP and system issues to minimize operational disruption
Managed user access and permissions in alignment with data governance and security standards
Global Inbound Specialist
SAP
12.2022 - 05.2023
Supported enterprise operations using SAP Business One (SAP B1), ERP, and Warehouse Management Systems (WMS)
Analyzed operational and customer data to support sales performance and process improvement
Ensured data accuracy across SAP and CRM systems to maintain reliable business reporting
Collaborated with cross-functional teams to streamline workflows and improve operational efficiency
Resolved ERP and system issues to minimize operational disruption
Managed user access and permissions in alignment with data governance and security standards
Business Operations & Customer Solutions
Foundever Poland
09.2019 - 09.2023
- Managed enterprise data in Salesforce/CRM, ensuring high data accuracy and process efficiency
Produced operational and business analytics reports supporting fraud, payments, inventory, and merchant operations
Partnered with cross-functional teams to improve workflows and reporting performance across enterprise programs (Square, Lyft, Abbott)
Delivered insights using BI tools and sales analytics to support decision-making
Maintained detailed documentation, case tracking, and service-level compliance
Education
Bachelors degree - International Business Management
Clark University
Warsaw,Poland 10.2019 - 07.2022
High School Diploma -
School of Tomorrow International School, Ababa
05.2007 - 01.2018
Skills
Business Operations
Data Analysis
Operational Reporting
KPI Analysis
Forecasting
Business Systems
Microsoft Excel (Pivot Tables, XLOOKUP, Power Query, Charts)
Salesforce
SharePoint
Service Level Analysis
Accomplishments
- Technical Service,Consumer service, Data Analysis, Anti-money Laundry
- Ability to learn new system/software in the average time frame -problem-solving and crisis-management skills-strong team worker -mentoring skills -strong analytical skills -highly motivated and devoted-Friendly and active-ability to use logic and understated business efficiency
Additional Information
- Ability to Work in a Team Ability to Work Under Pressure Teamwork Leadership Sale Zendesk Salesforce
Interests
Certification
Getting Started with AI on Jetson Nano
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
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08-2025
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07-2025
Workforce Management Specialist
MGM National Harbor
07.2025 - Current
AWS Skills Centers: Demystifying Generative AI
05-2025
Harvad Medical school Clinical care for Autistic Adults
04-2025
Field Service Operation Specialist
Alcon Global Services
10.2023 - 06.2024
Global Inbound Specialist
SAP
12.2022 - 05.2023
Learning C#
10-2022
Bachelors degree - International Business Management
Clark University
10.2019 - 07.2022
Business Operations & Customer Solutions
Foundever Poland
09.2019 - 09.2023
High School Diploma -
School of Tomorrow International School, Ababa
05.2007 - 01.2018