Printing tool Download PDF


Qualifications Summary

 Business Analyst with a proven track record of strong analytical and business intelligence skills.  Hands-on experience working with cross-functional teams in various business cycles such as scorecard, forecasting, and budgeting.

§6 years of experience working in business analysis, supporting operations through interpretation of key performance indicators and trends.

§Experience working in different project core teams developing business solutions for management, business partners, and process owners.

§Experience with business processes in finance, planning, forecasting, invoicing, and sales tracking.

§Consensus-driven, with ability to drive effective implementation of procedures and policies to support business requirements across many business units.

§Ability to communicate well across all levels of the organization with excellent oral and written communications skills. (Spanish and English)

History of success in…

-Call Center sector expertise, including management of a group of 5 people responsible for reporting, invoicing and call monitoring.

-Data mining focused on outbound sales campaigns.

-Creation and implementation of business requirements definitions (BRD) for various reporting business solutions.

-RACI analysis adoption to improve business and reporting processes.

-Partnership with Global reporting counterparts deploying various projects and aligning regional reporting needs.

-Trend forecasting and most recently use of statistical software tools such as ForeFUI (NA CS forecasting tool).

-SQL and DTS Programing automating many reports using MS SQL server.

Work experience

Nov 2009Present

Business Analyst

Adecco (Vendor contractor for Microsoft)

Business Planning

§Drive smooth planning processes to maximize business integration across different lines of business allowing consistent year planning.

§Drive a robust forecasting process identifying risks, sensitivities, and underlying assumptions, following Global counterpart guidelines. Support defining calendar activities, key deliverables as well as full responsibility for final forecast figures.

§Development of comprehensive reports to guide business strategies. Built the CSS reporting infrastructure, contributing to generate the new CSS ROB practice.

§Facilitate discussion for Business Segments in business and financial reviews.

Business Intelligence/Insight

§Work with business leaders to ensure accurate understanding of their respective businesses operationally and financially. Act as SME and single point of contact for scorecard and financial related issues.

§Exchange information and best practices with other business teams and regions.

§Lead initiatives to drive, operational efficiency, and process improvements. Line up regional reporting activities with Global BIRT team, to reduce regional workloads. Ex. CS LATAM Scorecard.

§Provide insight to account manager and business segments in vendor negotiation and pricing.

§Map information of customer behaviour driver’s through various sources of data using business intelligence.

Feb 2007Nov 2009

Customer Service DBA

Adecco (Vendor contractor for Microsoft )

§Support operational strategies, by effectively communicating business details to Management and enable them to improve decision making.

§Work together with other regional counterparts to identify opportunities and improve flow of operational data, creating tools and reports to make it possible while maintaining data integrity. Successful migration of 3 local reporting servers to a single remote windows server housed by the Global BIRT team.

§Responsible for regional billing process.

§Responsible helping in SOW implementations for reporting/invoicing timelines and procedures. Coded business rules in SQL for vendor payment model of interactions.

§Responsible for the manual CS Scorecard operational, lead generation and financial metrics.

Dec 2004Feb 2007

Datamarshall Team leader

Atento Colombia, Account: MICROSOFT

§Managed Datamarshall team of people that kept track of operational data for the Spanish Customer Service operation in the Latin-America call center. Manage a team of 2 people in charge of call monitoring and improving CRM that helped in the Siebel to Agent Desktop migration.

§Coordinated agent scheduling, covering various countries, time zones, festivities, and afterhours services while preserving productivity, cost-effectiveness and agreed customer service levels.

§Monitored performance of call center personnel to ensure a productive work environment.

§Responsible for billing process and operational data delivered to our main customer.

Aug 2004Dec 2004

Operations Coordinator (Acting role)

Atento Colombia

§Coordinate implementation of new outsourcing call center businesses, with clients and commercial managers.

§Coordinate the necessary resources in order to implement new outsourcing businesses.

Dec 2003Aug 2004

Operations Analyst

Atento Colombia, Client: AT&T

§Database design

§Data mining analysis to find patterns of the best potential buyers.

§Elaborate real time reports as well as relevant studies necessary to improve sales lead efficacy.

§Analyze the strategic position of the campaign, and foresee future technical changes.

§Development of new software and macro applications that brought great benefits in operational efficiency and sales profits.

§Point of contact between the customer in the US and the operation in Colombia for operational data requirements.


Jan 1999Jun 2003

Bachelor of Science

DeVry University