Jorge Mora Zeledon
San José,SJ
Summary
HR Analyst at Moody's specializing in data visualization and analytics. Developed impactful dashboards and optimized reporting processes, significantly improving decision-making efficiency. Proficient in Power BI and Excel VBA, with strong communication and collaboration skills. Focused on enhancing operational efficiency and providing actionable insights.
Overview
10
10
years of professional experience
Work History
Reporting HR Analyst
Moody’s
12.2021 - 01.2026
- Advised line and HR management on HR report metrics, enhancing understanding of data trends and key drivers.
- Provided ad hoc reporting and analysis support to assigned and other enterprise functions, facilitating informed decision-making.
- Developed interactive dashboards to visualize data insights., and analytic models to empower operational and exploratory analysis.
- Assisted in preparing external reports for finance, compliance, and government regulations.
- Assisting with the creation/ownership of standard metric calculations.
- Shared responsibility for maintaining documentations related to team services and solutions.
Data Analyst and VBA Developer (Freelancer)
Anker Research Institute
08.2023 - 12.2025
- Constructed advanced analytical tools and dashboards that provided actionable insights for stakeholders, facilitating informed decision-making.
- Designed and implemented KNIME workflows to automate business processes, minimizing manual effort and increasing efficiency.
- Developed standardized Excel templates with embedded VBA macros to enhance consistency and usability.
- Created user-friendly forms in Excel to streamline data entry processes, improving accuracy and user satisfaction.
Business Analyst
Sykes Costa Rica
09.2019 - 12.2022
- Analyzed financial data to inform strategic decision-making processes.
- Collaborated with cross-functional teams to improve budget planning accuracy.
- Conducted variance analysis to identify discrepancies in financial forecasts.
- Prepared detailed reports on financial performance trends to guide management decisions.
- Developed financial models to forecast revenue and expenses accurately.
WFM Analyst Supervisor and Business Intelligence (Freelancer)
Homeland Language Services U.S.A
01.2021 - 07.2022
- Prepares call center performance reports for upper management by collecting, analyzing, and summarizing data and trends.
- Coordinated data collection processes to align resource needs and interpreter agents' schedules, minimizing labor costs, idle time, and missed calls.
- Oversaw call center volume levels per language, advising managers to increase agent staffing in more profitable languages.
- Communicated job expectations by planning, monitoring, appraising, and reviewing contributions, along with planning compensation actions and enforcing policies across multiple sites (Mexico, Argentina, Peru, Egypt, Somalia, Puerto Rico).
- Connecting to data sources, importing data and transforming data for Business Intelligence.
- Developing visual reports, dashboards and KPI scorecards using Power BI desktop.
Workforce Analyst
Sykes Costa Rica
07.2017 - 09.2019
- Developed and managed client ramp-up plans and forecasts by analyzing trends, modeling AHT, attrition, and scheduling scenarios, while interpreting and communicating current and future client needs.
- Knowledge and usage of SYKES' Workforce Management tools and processes to provide the most successful solutions for resource planning and scheduling.
- Created and analyzed reports to support successful long-term resource planning.
Workforce Management Specialist
Sykes Costa Rica
07.2016 - 07.2017
- Monitored performance indicators for account, including accessibility, log in, occupancy, and calls handled.
- Tracked live auxiliary usage and agent performance during shifts to ensure adherence to account needs and meet contractual service level agreements.
- Coordinated meetings and activities to optimize team productivity.
- Acted as main contact for local IT support to report tool outages that affect service delivery to consumers of the account.
Floor Support Representative
Sykes Costa Rica
03.2016 - 07.2016
- Provided support on customer service processes to account representatives, enhancing service efficiency.
- Reviewed final purchases and closed sales deals for clients, ensuring accurate record-keeping of transactions.
Sales & Customer Service Representative
Sykes Costa Rica
11.2015 - 03.2016
- Delivered sales and customer service while retaining customer accounts for AT&T, Direct TV, and U-verse TV.
Education
Technical Career - Data Analytics
Cenfotec
San Jose02-2027
BBA - Business Administration
Universidad Latinoamericana De Ciencia Y Tecnología (ULACIT)
San Jose12-2022
Skills
- Microsoft Office
- Visual Basic
- Web design
- HTML
- CSS
- Python
- Tableau
- SQL
- Power BI
- Power Query
- Lean Six Sigma Yellow Belt
- Jira
- Confluence
- Snow
- Knime
Languages
Spanish
Native
Native
English
Advanced (C1)
C1
Accomplishments
Sykes Brilliant Minds
Timeline
Data Analyst and VBA Developer (Freelancer)
Anker Research Institute
08.2023 - 12.2025
Reporting HR Analyst
Moody’s
12.2021 - 01.2026
WFM Analyst Supervisor and Business Intelligence (Freelancer)
Homeland Language Services U.S.A
01.2021 - 07.2022
Business Analyst
Sykes Costa Rica
09.2019 - 12.2022
Workforce Analyst
Sykes Costa Rica
07.2017 - 09.2019
Workforce Management Specialist
Sykes Costa Rica
07.2016 - 07.2017
Floor Support Representative
Sykes Costa Rica
03.2016 - 07.2016
Sales & Customer Service Representative
Sykes Costa Rica
11.2015 - 03.2016
Technical Career - Data Analytics
Cenfotec
BBA - Business Administration
Universidad Latinoamericana De Ciencia Y Tecnología (ULACIT)