Hiram Escamilla Angeles
CDMX
Summary
Perceptive Senior Business Analyst experienced with 7+ years driving successful business processes for companies. Dedicated to maximizing impact of key performance metrics to enhance and expand business operations. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
10
10
years of professional experience
Work History
WFM Manager
Webhelp
Queretaro, Mexico
05.2023 - Current
- Managed team, driving productivity and reducing process lags by training staff in best practices and procedures.
- Improved revenue growth by fostering strategic partnerships, effective employee engagement and KPI management.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Analyzed business requirements and created functional requirements specifications to build and deploy solutions.
WFM Manager, Senior Business Analyst,
Sutherland Mexico
Ciudad De Mexico, Mexico
02.2019 - 04.2023
- Supported leadership team with reporting, analysis, and business presentations to inform divisional strategies.
- Analyzed business requirements and created functional requirements specifications to build and deploy solutions.
- Shrinkage and attrition below 5% of the target throughout the 2 years and MTD.
- Reduced corporate expenses by streamlining incentive and demand processes across regions.
- Managed team performance by implementing measurable metrics to track delivery of supporting requirement artifacts.
- Created new analytical systems to boost vital business metrics visibility.
- Grew business analysis team to support division growth and create robust team by replacing underperforming staff and recommending staff members for permanent roles.
- Payroll/Headcount forecast and capacity /Finance
forecast/Scheduling/Invoice/Shrinkage calculation and reporting/Cost
calculation.
Real time queue control (Speakeasy tool and Nice – InContact)
Interval staffing control.
Salesforce reporting Advance.
Team Leader, Retention Operations
AT&T
Naucalpan De Juarez, Mexico
10.2018 - 09.2019
- Mentored and guided employees to foster proper completion of assigned duties.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
Tier 2 Technical Support Engineer
Computacenter Mexico
Ciudad De Mexico, Mexico
09.2016 - 09.2018
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Served as primary point of contact for support relating to owned solutions and products.
Tier 2 Technical Support Specialist
CompuCom
Santa Fe, Mexico
10.2014 - 06.2016
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
- Dispatched field service technicians to correct issues requiring in-person technical assistance.
- Developed proactive tools to assist customers and internal support organization.
Education
High School Diploma -
Pioneer Middle School
Skills
- Business process mapping
- Data analysis
- Operations analysis
- Strategic planning
- Operations management
- Project Management
- SalesForce Reporting
- Workflow Analysis
- SQL and databases
- HTML and CSS
- Web-based reporting tools
- Staff Management
- Excel and Sheets
- Solutions deployment
- Programming
- Database programming
Accomplishments
- Developed an organizational change management strategy for 25 employees as a Lead Analyst.
- Designed a workflow solution for Sutherland Mexico, resulting in generating more company revenue.
- Process Improvement - Achieved revenue objective by implementing cost-cutting measures.
- Transition from office to home office throughout th pandemic
- Shrinkage and attrition below target for 2 years of work from home
- All reporting database was changed into an automatic format
Timeline
WFM Manager
Webhelp
05.2023 - Current
WFM Manager, Senior Business Analyst,
Sutherland Mexico
02.2019 - 04.2023
Team Leader, Retention Operations
AT&T
10.2018 - 09.2019
Tier 2 Technical Support Engineer
Computacenter Mexico
09.2016 - 09.2018
Tier 2 Technical Support Specialist
CompuCom
10.2014 - 06.2016
High School Diploma -
Pioneer Middle School