Gabriel Sales
WorkForce Analyst
Toronto
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. Over 2+ years of experience in workforce assessment.
Overview
5
5
years of professional experience
3
3
Languages
Work History
Workforce Analyst
Ting / Tucows inc
8 2021 - 4 2023
- Data Analysis: Proficient in gathering, analyzing, and interpreting workforce data to provide actionable insights and recommendations for strategic decision-making
- HR Systems Management: Proficient in managing and optimizing HR systems to ensure accurate data collection, reporting, and analysis
- Forecasting and Modeling: Experienced in developing forecasting models and workforce planning strategies to anticipate future staffing needs and optimize resource allocation
- Statistical Analysis: Skilled in utilizing statistical techniques and software such as Excel to analyze workforce metrics, identify trends, and measure performance
- Reporting and Visualization: Able to create clear and concise reports, dashboards, and presentations to communicate key workforce metrics and insights to stakeholders at all levels
- Trend Identification: Capable of identifying patterns and trends in workforce data, such as turnover rates, absenteeism, and employee engagement, to inform strategic workforce planning initiatives
- Compliance and Regulations: Knowledgeable about labor laws, regulations, and compliance requirements related to workforce management, ensuring adherence to legal standards and best practices
- Process Improvement: Skilled in identifying inefficiencies in workforce processes and implementing improvements to streamline operations and enhance productivity
- Collaboration and Communication: Effective communicator with ability to collaborate cross-functionally with HR, finance, and operational teams to align workforce planning efforts with organizational goals
- Problem-Solving: Strong analytical and problem-solving skills to address complex workforce challenges and develop innovative solutions.
Domain Support Advisor
OpenSRS / Tucows inc
08.2018 - 08.2021
- Assist customers with various skill levels ranging from novice to expert in regards to any questions or concerns regarding their domains, DNS mailboxes
- Email Log search and troubleshooting using Ubuntu, Kibana, alongside our API system to troubleshoot domains and email issues
- Follow and provided information on domain policy for each TLD offered
- Guide customers on setting up their email on tablets, phones and mobile devices ranging from Windows to Apple products
- Answer billing inquiries customers may have regarding their account or multiple accounts
- Ensure to cover bases on every customer interaction in order to provide exceptional customer experience and to maintain their domain and e-mail services.
Bilingual Microsoft Office 365 Specialist and General IT Service Desk
Ingram Micro Cloud
04.2016 - 01.2017
- Provide solutions to Office 365 clients regarding their products by creating professional and detailed email instructions
- Place inbound and outbound phone calls to English and Portuguese speaking clients to help solve their issues
- Solve general Service Desk inquiries regarding computer related issues such as: hardware, software and networking troubleshooting
- Train new recruiters for customer service team as it would usually take a few weeks before they could be ready to fully take on their responsibilities for their new role
- Prepare professional translation and creation of documents from Portuguese to English such as maintenance notices and customer feedback
- Help analyze flaws and create solutions to our Microsoft CRM ticketing system to continuously increase positive customer service experience and work progress
- Report to our Quality and Insurance team with Portuguese cases that required to be observed to help the Portuguese team improve their customer service and the client experience with the company.
Education
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Skills
Adaptability
Time Management
Promotion Coordination
Effective Communication
Analytical Skills
Talent management
Procedure Compliance
Timeline
Domain Support Advisor
OpenSRS / Tucows inc
08.2018 - 08.2021
Bilingual Microsoft Office 365 Specialist and General IT Service Desk
Ingram Micro Cloud
04.2016 - 01.2017
Workforce Analyst
Ting / Tucows inc
8 2021 - 4 2023