Noemi Hernandez Martinez
Guadalajara
Summary
Results-driven professional with expertise in workforce management, payroll administration, and data reporting. Proven track record of enhancing operational efficiency through strategic planning and performance analysis. Skilled in process optimization to deliver measurable outcomes and achieve organizational goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Assistant Manager
Virtual Assistants
Guadalajara
11.2023 - Current
- Manage communication between clients and virtual assistants effectively. Supervise daily operations.
- Monitor employee attendance records, timekeeping, and payroll information.
- Collaborate with management on developing strategic plans for achieving business goals.
- Track inventory and ordering supplies as needed.
- Delegate work to staff, setting priorities and goals.
- Interviewed prospective employees and provided input to HR on hiring decisions.
Workforce Management Analyst
Wipro Technologies
Guadalajara
09.2021 - 11.2023
- Coordinated training sessions for new staff on scheduling systems and procedures.
- Identified risks in processes, proposing effective solutions to enhance operations.
- Conducted performance audits to verify accuracy and compliance with established goals.
- Created reports analyzing labor utilization, overtime, and cost-saving opportunities.
- Managed employee records, ensuring data accuracy within payroll system.
- Developed comprehensive documentation for workforce planning and process improvements.
- Recommended enhancements for scheduling, attendance, and hiring practices to optimize efficiency.
Workforce Real Time Analyst
Cognizant Technology
Guadalajara
08.2019 - 07.2021
- Monitored real-time data to optimize workforce scheduling and enhance efficiency.
- Analyzed call volume trends to adjust staffing levels and improve service delivery.
- Collaborated with team leaders to identify process improvements and allocate resources effectively.
- Utilized workforce management software to track attendance and adherence metrics.
- Communicated real-time operations updates to management and stakeholders.
- Developed reports on employee productivity, overtime utilization, and attendance trends.
- Coordinated resources across teams to meet labor demands promptly.
- Performed regular audits of timekeeping systems to identify discrepancies.
Administrative Executive
Clear Claims LLC
Guadalajara
09.2018 - 07.2019
- Managed daily administrative tasks for insurance claims processing to ensure efficiency.
- Responded to client inquiries about claims status and procedures in a timely manner.
- Utilized software tools for accurate data entry and comprehensive report generation.
- Maintained confidentiality while answering and routing phone calls and emails.
- Produced and distributed memos, newsletters, and other communications effectively.
- Created and updated documents, reports, and databases to enhance organization.
- Delivered exceptional administrative support, customer service, and case management.
- Coordinated multiple schedules using online calendaring systems to optimize time management.
Workforce Real Time Analyst
Wipro Technologies
Guadalajara
07.2017 - 09.2018
- Analyzed call volume trends to optimize staffing levels and enhance service delivery.
- Developed reports on employee productivity, overtime utilization, and attendance trends.
- Utilized workforce management software to monitor attendance and adherence metrics.
- Trained new staff on real-time monitoring systems and operational best practices.
- Coordinated resources across multiple teams to meet labor demands promptly.
- Communicated real-time operational updates to management and stakeholders effectively.
- Participated in meetings with department heads to address staff scheduling requirements.
- Provided data-driven recommendations to management on staffing strategies and efficiencies.
Workforce Real Time Analyst
HCL Technologies
Guadalajara
01.2016 - 12.2016
- Monitored real-time data to optimize workforce scheduling and enhance efficiency.
- Analyzed call volume trends, adjusting staffing levels to elevate service delivery.
- Collaborated with team leaders to pinpoint process improvement opportunities and resource allocation strategies.
- Utilized workforce management software to track attendance and adherence metrics effectively.
- Provided performance trend insights to support operational strategy decision-making.
- Communicated updates on real-time operations to management and stakeholders clearly.
- Trained new staff on monitoring systems and operational efficiency best practices.
- Conducted research on industry best practices in workforce planning techniques.
BPO Analyst
TCS
Guadalajara
08.2014 - 11.2015
- Monitored service portal queue for Advisory and Retail accounts, ensuring timely processing of requests.
- Processed requests from all Morgan Stanley branches, maintaining volume within SLA requirements.
- Provided training to new hires on processes, standard procedures, and trade adjustment requirements.
- Performed quality checks on all trade setups to ensure accuracy and compliance.
- Maintained accurate records of data collected during analysis processes to support decision-making.
- Monitored project timelines to align efforts with strategic objectives and deliverables.
Customer Service Representative
West
Guadalajara
02.2014 - 07.2014
- Resolved customer complaints through effective communication and problem-solving techniques.
- Assisted customers with inquiries, product information, ordering, billing, and returns.
- Developed positive relationships with customers by providing friendly and attentive service.
- Utilized probing questions to identify service needs and accurately input data into electronic systems.
Education
Some College (No Degree) - Business Administration
Cerritos College
Norwalk, CASkills
- Workforce management
- Payroll administration
- Strategic planning
- Performance analysis
- Data reporting
- Customer relationship management
- Process improvement
- Effective communication
Certification
- Advanced Excel - Introduction to Macros
- Lean Six Sigma
- Productivity Management
- Introduction to Python
Languages
English
Native/ Bilingual
Spanish
Full Professional
Timeline
Assistant Manager
Virtual Assistants
11.2023 - Current
Workforce Management Analyst
Wipro Technologies
09.2021 - 11.2023
Workforce Real Time Analyst
Cognizant Technology
08.2019 - 07.2021
Administrative Executive
Clear Claims LLC
09.2018 - 07.2019
Workforce Real Time Analyst
Wipro Technologies
07.2017 - 09.2018
Workforce Real Time Analyst
HCL Technologies
01.2016 - 12.2016
BPO Analyst
TCS
08.2014 - 11.2015
Customer Service Representative
West
02.2014 - 07.2014
Some College (No Degree) - Business Administration
Cerritos College
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