Yunier Mesa
Fort Lauderdale,United States
Summary
With a proven track record at Saks OFF 5TH and Spirit Airlines, my expertise lies in strategically managing workforces and identifying industry trends. At Saks OFF 5TH, my role as Senior Workforce Manager revolves around optimizing staffing levels and enhancing operational efficiency. My strategic thinking skills, coupled with a strong command of Microsoft Excel, have enabled the teams to navigate complex scheduling scenarios. The ability to communicate effectively has been pivotal in fostering collaborative relationships, ensuring alignment with organizational goals, and driving business success.
Overview
19
19
years of professional experience
Work History
Senior Workforce Manager
Saks OFF 5TH
02.2022 - 07.2024
- Responsible for supporting the contact center operations, capacity planning and scheduling
- Create and develop dashboards for operations displaying main call center metrics using Looker and Snowflake
- Maintain the customer service planning budget and find solutions to improve the cost per contact
- Optimize staffing through short-term, and long-term planning working with multiple vendors supporting 100+ employees
Workforce Manager
Spirit Airlines
05.2018 - 08.2022
- Responsible for forecasting for the Guest Care department including voice, messaging, web chat, guest relations and social media
- Update forecast across multiple BPOs, totaling over 1000 agents
- Weekly meeting reviews with the BPOs to discuss capacity planning (long term), as well as intra day performance for upcoming weeks
- Present staffing plans, hiring and headcount reviews to leadership on a weekly basis
- Responsible for creating and maintaining the Guest Care budget
- Create dashboards highlighting operational metrics using Power Bi tool
Capacity Manager
American Express
08.2017 - 05.2018
- Create capacity plans for the US Market and its seven location centers totaling over 3,000 servicing employees
- Present Capacity Plans to Company Executives during monthly reviews
Resource Planning, Business Analyst I
American Express
06.2015 - 08.2017
- Review monthly performance metrics for all lines of business supported and present recommendations to Operations/Senior Leaders using Tableau
- Partner with Finance Department to improve company's operational expenses
- Hire and supervise a team of business analysts
- Planning and forecasting for the Customer Fulfillment Department
Workforce Analyst
Inktel Contact Center Solutions
06.2012 - 05.2015
- Workforce Analyst, June 2012 - Present
- Produce weekly operations reports on center performance for over 20 programs, concentrating daily on the top 5 major accounts
- Responsibilities include forecasting for all accounts and send updates in advance to update clients
- Build schedules for all programs and send recommendations as needed to operations
- Experience with Vantage Point, Pipkins software
Resource Planning Analyst
T-Mobile
07.2005 - 06.2012
- Resource Planning, Service Level Coordinator
- Oct 2006 - June 2012
- Customer Care / Sales Rep
- Jul 2005 - Oct 2006
Education
Bachelor of Science - Project Management
ITT Technical Institute
01.2013
Associate of Science (AS) - Computer Engineering Technology
Keiser University-Ft Lauderdale
01.2003
Skills
- Microsoft Excel
- Strategic Thinking
- Identifying trends
- Business Insights
- Attention to Detail
- Business Planning
- Analytical skills
- Financial analysis
- Business Analysis
- Data analysis
Timeline
Senior Workforce Manager
Saks OFF 5TH
02.2022 - 07.2024
Workforce Manager
Spirit Airlines
05.2018 - 08.2022
Capacity Manager
American Express
08.2017 - 05.2018
Resource Planning, Business Analyst I
American Express
06.2015 - 08.2017
Workforce Analyst
Inktel Contact Center Solutions
06.2012 - 05.2015
Resource Planning Analyst
T-Mobile
07.2005 - 06.2012
Bachelor of Science - Project Management
ITT Technical Institute
Associate of Science (AS) - Computer Engineering Technology
Keiser University-Ft Lauderdale
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