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
Problem solving
Data management
Reporting and visualization tool knowledge
Self-development and learning desire
Learning agility
Research and development
Analytical and technical skills
Communication skills and emotional intelligence
Team work, leadership and decision making
Negotiation skills
Basic knowledge in programming (Java and C)
Software
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 -