Excel
Roberto Navarro Morales
Food Scientist & Analyst
Sabana Oeste
Summary
Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success. Detail-oriented team player with strong organizational skills.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Work Force Analyst & Duty Monitor
Equifax
12.2022 - 01.2024
- Evaluated staff performance and scheduled coaching to address inefficiencies, such as attendance, tardies, early leaves and KPI outliers (adherence, AHT, hold times, abandoned calls and ASA).
- Supported creation of detailed technical reports to evaluate KPIs and call metrics including SLA%, occupancy, downtimes and forecast completion.
- Monitored compliance and intraday activities in real time in conjunction with staff and management to ensure and maintain proper SL% for incoming call volumes.
- Managed schedules and planning duties for teams, while providing support via email and chat to the operations team.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
Vendor Management Analyst
Telgian
08.2021 - 05.2022
- Negotiated favorable contract terms with vendors to secure the best possible pricing and service levels for the company.
- Developed strong partnerships with key vendors, fostering a collaborative environment for mutual success.
- Enhanced vendor relationships by implementing effective communication strategies and addressing concerns promptly.
- Implemented a centralized database for tracking and managing all vendor-related information, improving accessibility and transparency across the organization.
- Supported vendors, customers, inspectors, and technicians, while dispatching and processing repair and inspection work orders related to fire safety and security equipment.
Captioning Agent
Teleperformance
03.2019 - 07.2021
- Expanded knowledge base through continuous professional development opportunities such as workshops, conferences, and online courses related to the field of captioning services.
- Produced real time transcripts of phone conversations for the hearing impaired with all types of context.
- Developed expertise in various industries, enabling accurate captioning for diverse subject matters.
- Managed complex technical setups involving multiple audio sources and captioning software, ensuring seamless delivery of captions to clients.
Spray Drying of a Black Berry Extract (Thesis)
UCR - CENIBIOT
03.2017 - 07.2018
- Developed extensive scientific research abilities on multiple blackberries subjects and spray drying methods.
- Learned and adapted quickly to new technology and software applications, working in conjunction with experts from CENIBIOT.
- Strengthened laboratory skills and use of equipment for trials, including rotary evaporator, spray dryer, extraction equipment and HPLC.
- Implemented different chemical and statistical analysis to determine key indicators for the extraction and drying process.
Food Science Students Fighting Hunger
UCR - IUFoST
08.2015 - 09.2016
- Led a finalist team to win Best Exhibition at the 18th World Congress of Food Science and Technology for the creation of 'Choco-Crocos', a high-protein, high-fiber, low-sodium breakfast cereal aimed at combating malnutrition in Costa Rican children and Central America.
- Investigated local raw materials and strategies for utilizing waste and residues in food production.
- Conducted extensive research on nutritional deficiencies in Costa Rica and Central America, while exploring emerging technologies to enhance the nutritional quality of food.
- Developed formulations, conducted sensory analysis, analyzed shelf-life and implemented packaging and label design.
- Applied business models for product viability assessment, estimation of costs and economic indices related to product development.
Education
Food Sciences And Technology
UCR
San Pedro, Costa Rica 05.2001 -
Computer And Information Sciences
UCR
San Pedro, Costa Rica 05.2001 -
High School Diploma -
SEK
Curridabat, Costa Rica 05.2001 -
Skills
Attention to detail
undefinedSoftware
Power Point
Genesys
IEX
CMS Avaya
Timeline
Work Force Analyst & Duty Monitor
Equifax
12.2022 - 01.2024
Vendor Management Analyst
Telgian
08.2021 - 05.2022
Captioning Agent
Teleperformance
03.2019 - 07.2021
Spray Drying of a Black Berry Extract (Thesis)
UCR - CENIBIOT
03.2017 - 07.2018
Food Science Students Fighting Hunger
UCR - IUFoST
08.2015 - 09.2016
Food Sciences And Technology
UCR
05.2001 -
Computer And Information Sciences
UCR
05.2001 -
High School Diploma -
SEK
05.2001 -
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