Wilson - Workforce Manager with 10+ years of experience in financial services

Santo Domingo, Nacional, Dominican Republicen

Led workforce planning and optimization initiatives at Onepark Financial to enhance operational efficiency.

Developed and deployed forecasting models using Excel and SQL, improving call volume predictions and staffing accuracy.

Published on CazVid

Summary

Specializing in workforce planning, data analysis, and team leadership, I have a proven track record of improving operational efficiency and delivering strategic insights using advanced analytics tools. I excel in cross-functional collaboration and implementing process improvements to meet...

Key Achievements

Supervised scheduling and real-time management for customer support teams at Acquire, boosting operational adherence and efficiency.

Skills

Workforce ManagementExpert

Applied workforce planning, scheduling, and optimization to improve staffing and operational outcomes.

Data Analysis & VisualizationAdvanced

Utilized Power BI, Excel, and SQL for KPI reporting, real-time analysis, and decision support.

Forecasting & SchedulingAdvanced

Developed predictive models and schedules aligning staffing needs with call volume forecasts.

Team LeadershipAdvanced

Led, trained, and supported teams and junior analysts to ensure process adherence and skill development.

Strategic Planning & Communication

Experience

Workforce Manager

Onepark Financial

2024 - 2025

Lead workforce planning and optimization initiatives to align staffing with operational needs., Utilize Power BI and Excel dashboards to present KPIs and business insights to executive leadership., Implement real-time data analysis to improve service delivery and reduce staffing gaps.

Workforce Analyst

Onepark Financial

2023 - 2024

Developed forecasting models using Excel and SQL to predict call volumes and staffing requirements., Created daily, weekly, and monthly reports to support operations and improve decision-making., Collaborated cross-functionally with operations, HR, Marketing, Accounting , Product, and IT to...

Workforce Supervisor

Acquire

2022 - 2023

Supervised scheduling, intraday management, and real-time adherence for customer support teams., Supported implementation of process improvements that increased operational efficiency., Trained junior analysts on WFM tools and reporting standards.