WFM&Data Analyst | AI & Automation EngineerWFM&Data Analyst | AI & Automation Engineer
Michael
ID Verified$1700
per month
($10/hour)
Profile Description
Results-driven AI Automation & Data Specialist with 8+ years of combined experience in Workforce Analytics, Data Analysis, and Intelligent Automation. Proven track record of designing and implementing AI-powered solutions that streamline operations, optimize workforce performance, and deliver measurable business impact. As a former Senior Workforce Analyst and Data Analyst, I bring expertise in building predictive models, designing data-driven reports, and leading automation initiatives that im...
Top Skills
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
AI & Automation
Data & Analytics
Customer Success
Work Experience
AI & Automation
Freelancing
Oct 2024 - Present
Key Achievements:
• AI Automation & Integration Specialist with over three years of hands-on experience in designing, developing, and implementing intelligent automation and AI-driven systems • Expertise spans end-to-end automation spanning NLP-powered chatbots, high-throughput data pipelines, robotic process automation (RPA), and AI-based voice systems • Proven record of enhancing operational efficiency, reducing costs, and driving quantifiable outcomes for enterprise clients.
Data Analyst
Legalsoft
Oct 2023 - Oct 2024
Key Achievements:
• Developed comprehensive data models and reports to support business decisions. • Collaborated with cross-functional teams to design and optimize dashboards using Power BI, Tableau, and Google Analytics. • Automated data processing tasks to streamline reporting and minimize errors. • Identified trends and anomalies in datasets providing actionable insights for marketing and sales teams. • Conducted data cleansing and transformation to ensure high data quality and consistency. • Presented data-driven recommendations to stakeholders, improving operational efficiency and customer experience.
Senior Workforce Analyst
Support Zebra
Mar 2022 - Oct 2023
Key Achievements:
• Spearhead new Programs to ensure effective and efficient processes and reports. • Worked with management to develop strategic and tactical plans to meet different requirements. • Set and adjusted to schedules to maintain optimal coverage and service levels. • Produced and updated documents, reports and tracking spreadsheets using Zendesk, Salesforce, RingCentral, Playvox, Amazon Web Services and other CRM and WFM tools. • Managed overtime, shift swaps, breaks and PTO requests. • Guided managers and supervisors on methods for conducting accurate job evaluations. • Worked well in team setting, providing support and guidance. • Participated in team projects, demonstrating ability to work collaboratively and effectively.
Resource Planner & Scheduler, Workforce Management
Concentrix
Mar 2021 - Oct 2021
Key Achievements:
• Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business. • Optimized schedules, forecasts and other tools to present to management. • Set and adjusted to schedules to maintain optimal coverage and service levels. • Managed overtime, shift swaps, breaks and PTO requests. • Provided training on dashboard and package development to team members and management. • Prepared and maintained reports, dashboards and monthly packages. • Managed real-time inbound call traffic across multiple contact center locations.
Realtime Analyst, Workforce Management
Concentrix
Feb 2020 - Mar 2021
Key Achievements:
• Worked with management to develop strategic and tactical plans to meet different requirements. • Set and adjusted to schedules to maintain optimal coverage and service levels. • Produced and updated documents, reports and tracking spreadsheets using Zendesk, Salesforce and various CRM. • Managed overtime, shift swaps, breaks and PTO requests. • Compiled research data and gave professional presentations highlighting finds and recommended optimizations. • Reduced expenses by analyzing compensation policies and implementing competitive programs while ensuring adherence to legal requirements.
Technical Support Representative
Concentrix
Jan 2016 - Feb 2020
Key Achievements:
• Managed high levels of call flow and responded to both customer and technical support needs. • Translated complex technical issues into digestible language for nontechnical users. • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones. • Assisted customers in identifying issues and explained solutions to restore service and functionality. • Collaborated with supervisors to escalate and address customer inquiries or technical issues.