Karla Filloy Pérez
San José
Summary
Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities.
Overview
12
12
years of professional experience
3
3
Languages
Work History
WFM Analyst
TransPerfect Connect
02.2022 - Current
- Ensured compliance with labor laws and regulations through meticulous tracking of work hours, overtime calculations, and paid time off accruals.
- Managed overtime, shift swaps, breaks and PTO requests.
- Developed custom reports to provide management with valuable insights into workforce performance metrics.
- Managed intraday staffing adjustments, responding quickly to changes in call volume or service level requirements.
- Provided ongoing training and support to WFM team members, enhancing overall team competency and performance.
- Conducted regular audits of WFM data integrity, ensuring accurate reporting and analysis capabilities.
English/Spanish Interpreter
Transperfect Connect
09.2019 - 02.2022
Fraud Analyst
Amazon
11.2017 - 10.2018
Contracts Analyst and Account Operations Lead
Hewlett Packard Enterprise
10.2015 - 10.2017
Interpreter
Language Line Solutions
05.2012 - 09.2015
Education
CyberOps Associate -
Universidad de Costa Rica/Cisco Networking Academy
San Jose, Costa Rica06.2024
CCNA III Enterprise Networking, Security and Automation -
Universidad de Costa Rica/Cisco Networking Academy
San Jose, Costa Rica08.2021
Associate Cybersecurity -
Universidad Cenfotec
San Jose, Costa Rica04.2021
CCNA II Switching, Routing and Wireless Essentials -
Universidad Cenfotec/Cisco Networking Academy
San Jose, Costa Rica08.2020
CCNA I Introduction to Networks -
Universidad Cenfotec/Cisco Networking Academy
San Jose, Costa Rica12.2019
Certificate Ciberseguridad para Pymes y Autonomos -
Organizacion De Estados Americanos OEA - Instituto Nacional De Ciberseguridad De Espaa INCIBE
San Jose, Costa Rica07.2018
Certificate on English Profiency -
Instituto Nacional de Aprendizaje
Heredia, Costa Rica09.2016
High School Bachelor -
Colegio Metodista
San Jose, Costa Rica11.1994
Skills
Microsoft Word
Microsoft Excel
Microsoft Powerpoint
Workforce Management
Report Generation
Forecasting Accuracy
Capacity Planning
Analyzing patterns
Organisationalskills
Strong determination combined with patience to solve troubleshooting and client issues. Ability to work under pressure. Ability to work as a team member as well as independently. Strong analytical skills. Very creative, patient and able to work continuously until completing tasks. Passionate about research. Good command of quality control processes. Ability to interact with clients and negotiate to solve inconveniences and issues. 100% Bilingual written and spoken (English /Spanish) Excellent communication skills (both English & Spanish).
Languages
Spanish
Native language
English
Proficient
C2
Italian
Elementary
A2
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
WFM Analyst
TransPerfect Connect
02.2022 - Current
English/Spanish Interpreter
Transperfect Connect
09.2019 - 02.2022
Fraud Analyst
Amazon
11.2017 - 10.2018
Contracts Analyst and Account Operations Lead
Hewlett Packard Enterprise
10.2015 - 10.2017
Interpreter
Language Line Solutions
05.2012 - 09.2015
CyberOps Associate -
Universidad de Costa Rica/Cisco Networking Academy
CCNA III Enterprise Networking, Security and Automation -
Universidad de Costa Rica/Cisco Networking Academy
Associate Cybersecurity -
Universidad Cenfotec
CCNA II Switching, Routing and Wireless Essentials -
Universidad Cenfotec/Cisco Networking Academy
CCNA I Introduction to Networks -
Universidad Cenfotec/Cisco Networking Academy
Certificate Ciberseguridad para Pymes y Autonomos -
Organizacion De Estados Americanos OEA - Instituto Nacional De Ciberseguridad De Espaa INCIBE
Certificate on English Profiency -
Instituto Nacional de Aprendizaje
High School Bachelor -
Colegio Metodista
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