Mawell Jiménez
San Rafael
Summary
Accomplished Senior Analyst at DXC Technology, adept in data analysis and customer service, significantly enhanced decision-making through custom reports and analytics dashboards with exceptional technical understanding leadership, teamwork and communication skills. Collaborated effectively across teams, streamlining procurement processes and improving operational efficiency.
Expert in Tableau and Excel, with over 3+ years of experience working in Workforce Management on large-scale projects as well handling daily operational requests. Gathering, reviewing and modeling information to make proactive adjustments, analysis, reports, recommendations, strategies to meet project deadlines.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Analyst Infrastructure Services
DXC Technology
01.2019 - Current
- Developed custom reports and analytics dashboards using SAP Ariba''s reporting capabilities, empowering decision-makers with valuable insights into procurement activities.
- Built dashboards in Tableau and Power BI to visualize key insights from data analysis.
- Created detailed reports that documented findings and presented recommendations to senior leadership.
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
- Designed workflows for approval processes within the organization, streamlining purchasing activities through effective use of SAP Ariba software.
- Improved end-to-end procure-to-pay cycle, managing complex projects and delivering on time and within budget.
- Expedited resolution times for support tickets by prioritizing tasks based on urgency and impact on business operations.
- Resolved network issues and equipment and software troubleshooting queries to maintain data accessibility.
- Created and administered profiles and accounts, also maintaining systems documentation.
- Created detailed documentation for system configurations, processes, and procedures to facilitate knowledge sharing among team members.
WFM Intraday Specialist
Pertec Global Services
08.2018 - 01.2019
- Supported business growth by ensuring staff availability during peak hours and maintaining acceptable response times.
- Facilitated training sessions for new hires on the use of WFM tools and systems, enhancing overall team proficiency in intraday activities.
- Managed time off requests while maintaining adequate coverage for all shifts, ensuring optimal balance between employee satisfaction and business requirements.
- Enhanced WFM efficiency by streamlining intraday scheduling and real-time monitoring processes.
- Conducted regular audits of schedule adherence and agent utilization metrics, identifying areas for improvement in real-time resource allocation strategies.
- Collaborated with cross-functional teams to ensure seamless integration of workforce management practices across departments.
Workforce Real Time Analyst
Pertec Global Services
09.2017 - 08.2018
- Produced and updated documents, reports, and tracking spreadsheets using Tableau, IEX, Dashboards and Excel
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Managed overtime, shift swaps, breaks and PTO requests.
- Balanced workload distribution among employees according to skill sets; leading to improved individual performance metrics.
- Developed comprehensive reporting tools to assist supervisors in tracking key performance indicators related to call center metrics and agent productivity.
- Increased customer satisfaction scores by effectively managing the real-time queue, ensuring prompt response times to inbound calls.
- Enhanced scheduling accuracy by monitoring call volumes and adjusting staffing levels accordingly.
Workforce Real Time Analyst
Teleperformance Costa Rica
01.2016 - 09.2017
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
- Optimized schedules, forecasts and other tools to present to management.
- Prepared and maintained reports, dashboards and monthly packages.
Microsoft Technical Support
Teleperformance Costa Rica
01.2015 - 01.2016
- Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
- Provided exceptional technical support for software and hardware, resulting in reduced downtime for clients.
- Managed high call volume during peak hours, maintaining exceptional service standards under pressure.
- Improved customer satisfaction by resolving technical issues in a timely manner.
- Enabled seamless software updates by guiding users through installation processes step-by-step over phone or email communications effectively.
Education
Diploma - Computer Networking And Telecommunications
Politecnica University
Heredia, Costa Rica05.2014
High School Diploma -
Liceo San Antonio
Desamparados, Costa Rica12.2011
Skills
Data Analysis
Advanced Excel
Workforce Management
Service Level Agreements
Intraday Management
Staffing Adjustments
Python Programming
Tableau Software
Kubernetes
Analytics and Reporting
Active Directory Migration
AD Rights Delegation
Remote Support
Customer Service
Technical Support
Certification
Cenfotec University, San Jose
Kubernetes 2024
Cenfotec University, San Jose
Python Foundations, 2024
Oracle
Cloud Infrastructure Foundations Associate, 2023
Languages
Spanish
Native language
English
Proficient
C2
Portuguese
Upper intermediate
B2
Timeline
Senior Analyst Infrastructure Services
DXC Technology
01.2019 - Current
WFM Intraday Specialist
Pertec Global Services
08.2018 - 01.2019
Workforce Real Time Analyst
Pertec Global Services
09.2017 - 08.2018
Workforce Real Time Analyst
Teleperformance Costa Rica
01.2016 - 09.2017
Microsoft Technical Support
Teleperformance Costa Rica
01.2015 - 01.2016
Diploma - Computer Networking And Telecommunications
Politecnica University
High School Diploma -
Liceo San Antonio
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