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Workforce Management Specialist with 5+ years in Travel & Hospitality
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Competencies
Utilized SQL, Power BI, Excel, and Decision Source for analyzing data, creating reports, and visualizing insights to support business decisions.
Performed real-time and long-term forecasting, analyzing historical data, and ensuring SLA compliance for clients like Amazon and Deloitte.
Created and automated operational reports, reducing manual workload and enhancing accuracy in performance measurement.
Managed support systems, improved data accuracy, and contributed to increased customer satisfaction rates.
Led teams and optimized service strategies, including seasonal pricing and performance dashboards for hospitality operations.
Education
Languages
Summary
Versatile professional with over 5 years in travel, hospitality, and workforce management. Skilled in data analysis, forecasting, automation, and operational reporting to improve efficiency and decision-making.
Key Achievements
- Progressed from support roles to a specialized Workforce Management Specialist, demonstrating skill growth in data analysis, forecasting, and stakeholder engagement.
- Automated Excel reporting processes, reducing manual effort and improving data accuracy in workforce planning.
- Led operational report production and supported strategic decision-making through data-driven insights across multiple roles.
Experience
Workforce Management Specialist
Performed real-time performance analysis for Deloitte and other accounts using Verint and Compass, ensuring SLA compliance., Promoted to Short-Term Forecaster for Amazon account; analyzed historical data and forecasted variances using Decision Source and CCM., Created and presented data-driven...
Customer Support & Travel Agent
Managed support systems (Decision Source, Filemover, Salesforce, Sharepoint), achieving a 90% reduction in data errors through process improvements., Applied data validation and reporting techniques to ensure accuracy in travel bookings and operational metrics., Resolved client issues efficiently,...
Front Desk Supervisor
Led a team of 9 using performance metrics and dashboards to improve service delivery., Produced weekly and monthly operational reports for the Hotel Director, enabling data-driven decisions., Optimized seasonal pricing strategies using Hilton’s OnQ system, increasing guest satisfaction by 90%.