Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Yves Andre Jean-Claude

Jamaica,NY

Summary

Proven Business Risk Analyst with a track record of enhancing operational efficiency at Digicel Haiti by overhauling reporting systems and implementing key performance indicators. Skilled in Microsoft Excel and SQL, adept at leveraging operational risk management to drive informed decision-making. Demonstrates exceptional problem-solving abilities and a commitment to maintaining high customer satisfaction levels.

Overview

24
24
years of professional experience
4
4
years of post-secondary education

Work History

Wheelchair Agent

ERMC
Jamaica, New York
03.2024 - Current
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Proven ability to learn quickly and adapt to new situations.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Business Risk Analyst

Digicel Haiti
04.2020 - 04.2024
  • Maintained comprehensive documentation of all risk assessment activities, ensuring compliance with regulatory requirements and facilitating efficient knowledge transfer within the organization.
  • Served as a key liaison between the risk management department and external auditors, providing assurance that internal controls were effective in mitigating identified risks.
  • Identified potential business risks by conducting thorough analysis of financial data and market trends.
  • Evaluated new business opportunities for potential risks, providing insightful recommendations to support informed decisionmaking.

Workforce Management Analyst

Digicel Haiti
03.2011 - 11.2019
  • Overhauled outdated reporting systems, introducing modern tools that increased data accuracy and accessibility.
  • Created custom reports to track team performance, enabling informed decision-making and targeted interventions.
  • Collaborated with cross-functional teams to develop strategies for optimizing staffing levels.
  • Implemented key performance indicators to measure workforce efficiency, leading to targeted improvements.
  • Assisted human resources department with recruitment efforts, ensuring optimal staffing levels were maintained at all times.
  • Enhanced productivity with streamlined processes for staff allocation and workload management.
  • Provided real-time support during high-volume periods, ensuring adequate staffing levels and minimizing wait times.
  • Optimized workforce scheduling by analyzing historical data and identifying trends.
  • Coordinated closely with department heads to align workforce needs with business objectives.
  • Managed overtime, shift swaps, breaks and PTO requests.

Call Center Representative

Digicel Haiti
05.2007 - 03.2011
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

Maintenance Technician

Capitol and Loisirs S,a
02.2001 - 08.2006
  • Operated varied hand and power tools to complete repairs.
  • Used problem-solving skills to alleviate issues efficiently with minimal supervision.
  • Troubleshot equipment breakdowns and performed preventive maintenance.
  • Followed work orders and specifications for machine and equipment replacement, repair, or maintenance.
  • Improved equipment functionality by conducting regular maintenance checks and repairs.

Education

Associate in Electronics Engineering Technology - Electronic / Electricity

Centre De Formation Professionnelle D'Haiti
Haiti
10.1997 - 05.2001

High School Diploma -

College Canado Haitien
Haiti
07.1997

Skills

  • Microsoft Excel
  • Operational Risk
  • SQL Proficiency

Languages

English
Limited Working
French
Native or Bilingual
cr

Timeline

Wheelchair Agent

ERMC
03.2024 - Current

Business Risk Analyst

Digicel Haiti
04.2020 - 04.2024

Workforce Management Analyst

Digicel Haiti
03.2011 - 11.2019

Call Center Representative

Digicel Haiti
05.2007 - 03.2011

Maintenance Technician

Capitol and Loisirs S,a
02.2001 - 08.2006

Associate in Electronics Engineering Technology - Electronic / Electricity

Centre De Formation Professionnelle D'Haiti
10.1997 - 05.2001

High School Diploma -

College Canado Haitien
Yves Andre Jean-Claude