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José Daniel Hernández CéspedesSan Francisco de Heredia.
Cel: 8392-0614 - Home: [email protected] / [email protected]
Work Experience
Hewlett Packard Business Planning Analyst II (2013 – Currently)
Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives. Works on problems of diverse complexity and scope.
May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.
Exercises independent judgment within generally defined policies and practices to identify and select a solution.
Ability to handle most unique situations. May seek advice in order to make decisions on complex business issues.
Under minimal direction, formulate and define system scope and objectives based on both user needs and a good understanding of information technology, business processes, and industry requirements. Have an accuracy of 95%, which is the best in class.
Act as a liaison between client and technical solutions/ support groups, using advanced communication skills to elicit, document, analyze and validate client requirements. Weekly meetings with customers to improve the communication and meet their requirements.
Develop visualization, user experience and configuration elements of solution design. Create an scorecard merging different source of data using excel
Real Time Adherence Analyst (2010 – 2013)
Analyze real time agent behavior, work with aux trends, review schedules, in charge of team performance, responsible of service level.
Improve service level to an acceptance level for the customers. Identify behavior on agents. Become a top performer on the role.
Customer Service Representative (2008 – 2010)
Sykes Customer Service Representative (2007 –2010)
Education
Universidad de Costa Rica: 2 years of Statistics (2004)
Universidad Hispanoamericana: Bachelors in Industrial Engineering (in course)
Conversational English Degree (2006)
Other skills
Advanced Excel Knowledge.
Basic SQL reporting knowledge
Quality assurance and processes knowledgeable
Power pivot knowledge (BI tool)
Project management skills
SME skills
Team player orientated
Fast learner
Analytical skills to find recurrent issues
Problem solving skills
Proactive and outgoing personality
Used to work under pressure
Always present positive attitudes against challenging situations
Used to work with problematic environment.
Fast phase work.
Global delivery
.
Personal References
Carlos PaezOperations Manager - VMWareCosta Rica, AFZTel: 88975665e-mail: [email protected]
Ricardo TsaiProject Manager – Hewlett PackardCosta Rica. AFZ 2Tel: 88675630e-mail: [email protected]
