Joshua Ruiz Email & Phone Number

Austin, Texas, United States

United States

HR Data Analytics Analyst – Creates, Updates, Fixes tools, reports, and SharePoint sites to help facilitate HR processes and initiatives allowing DHL eCommerce America to adapt to the current COVID environments staffing, Paid time off, and overall HR needs.• Upgrades and Automates current reporting to allow for quicker and more accurate processing allowing for less time creating and updating reports more time for analysis and ad hoc needs.• Creates Dynamic dashboards in Power BI and Excel to help answer HR questions about turnover, pay rates, demographics, hiring needs, etc.• Manages SharePoint sites to act as databases for reporting and archiving needs including the creation of forms in Nintex and InfoPath, the creation of new custom SharePoint sites and user access.• Processes Bonus calculations, Ad Hoc Payouts, HR data audits, and other HR related processes in a timely and accurate manner, creating audit checks to ensure that all payments to employees are processed correctly and on time.• Provides analysis on hiring needs to ensure that the proper head count for the needs of the US eCommerce business are met in each DHL location as well as the HR units are available to handle the volume created during Peak seasons as well as during COVID.

Plantation, Florida, United States

Manager: Revenue Management Support CALA Region – Creates, upgrades, and automates Tools and Analysis for the Caribbean and Latin America region that help to identify and fix issues in performance through pricing optimization, forecasting risk/surplus for the region and training stakeholders in new reporting technologies and methods.• Automates and upgrades current reporting to save time on processing and to allow for more in depth analysis of the regions through the use of SQL, Tableau, Excel, Python, VBA etc. • Troubleshoots data variances to pinpoint the origin of the issue whether it’s database, data feed, or input error related and works with property and operations management to get the issue corrected to ensure proper and accurate reporting and recommendations.• Manages datasets using Aginity Workbench and IBMs Analytical Workspace to create views and tables that can be linked to via ODBC connections ensuring quick and accurate updating while providing tools necessary to the management of the business in the region. • Provides analysis to the Regional Vice Presidents and Chief Sales and Marketing Officer to help make decisions on hotel openings, room rate pricing, goal setting, Top line revenue budgets, and special pricing activations to help create and execute on the best strategy to positively impact the business. • Manages multiple projects to integrate different data systems with the ones used by Marriott (i.e. Marriott’s acquisition of Starwood and Elegant hotels). Consists of mapping data systems, consolidating and updating reports. Creating new processes and procedures to ensure good data standards and on-time data collection happens.

Omaha, Nebraska, United States

Operations Analyst – Creates analytical reports for the Sales Offices, Franchise management groups, and Clusters to help decision making processes and adjust for future events. Arrival Pattern Tool, Ad hoc reports, Call Overflow Report.• Enhances current reports and combines Ritz-Carlton and SPG data with MI data to give a full picture of the Local Americas, Luxury, and Hawaii property performance over the last four years.• Troubleshoots issues with data including variances between reports, issues with data in the database tables, or creating new views or tables to take into account changes to current data records or requests.• Processes end of month reporting and Manual Adjustments including the Total Hotel Documents, Pace Reporting Summary and New Booking Summaries. • Processes Daily reports for the Sales offices to help with call handling by market, Call Overflow Report, and Sales Office sales progress, Daily Ops Reports.• Assists team in enhancing reports with formulas and some VBA programming. • Uses SQL to pull large amounts of data to check variances, create manageable data sets to use in Access and for use in reporting.

Omaha, Nebraska

Irvine, Ca

West Area Customer Experience - Analyst – Performs voice of the customer survey audits and deep dive analysis into survey results with trending, analysis and recommendations to improve system, policy, rep performance and ultimately our customer’s experience.• Completes tasks as a Database Administrator to ensure that the call recording systems are running correctly and any issues are handled ASAP for each of the call centers in the West Area (including the new Home Base Associate teams).• Performs daily audits for all 5 centers in the West Area to verify the validity of survey scores and to provide feedback to the leadership teams for product, process and behavioral improvements• Completes multiple ad hoc requests, analysis and trending of current drivers for customers calling into customer service to help improve the customers experience, current policies and procedures.• Travels on an as needed basis to support system roll outs and IT initiatives. • Generates reporting and analysis for leadership and local teams to use in implementation of strategic policies. • Delivers, Trains, Supports new initiatives within the business.• Partners with HQ teams for new initiatives, resolution of issues, and best practices to improve the customer experience.

Irvine, Ca

West Area QA Coordinator – Performs audits and analysis of West Area Trends and presents the information to the Leadership/management teams of each center to plan strategic changes to increase After Call Survey Scores.• Performs daily audits for a specific center(s) and sends out a daily trending analysis report to the specific leadership elements so changes can be made to positively impact the customer experience. • Completes multiple special projects based on business needs.• Uses Excel and visual basic to build trackers and readouts for different departments/teams.• Communicates with center leadership teams to find the trending issues for the center and then to help implement best practices to resolve those issues.• Develops new tracking and reporting tools for the team through excel to help team simplify processes and procedures.• Supports different call centers as needed due to travel, teammates on vacation, project needs, team priorities etc.• Creates and develops relationships with center Customer Experience teams to implement new focuses and practices for the center(s) in order to improve the customer experience.• Presents statistical analysis to necessary parties to help develop/supplement/implement new tools, policies, and/or procedures.

Irvine, Ca

Tech Support CRT Rep – Resolves escalations and ensures that the customer’s issue is resolved while doing what’s best for the business• Handles calls that request supervisor resolution and authority• Resolves technical problems with accounts, network, devices and the education of customers.• Communicates with supervisors and team concerning training and coaching needed to improve the teams contact with customers.CRT Representative, Lead Coach (rotational) – Resolves escalations and ensures that the customer’s issue is resolved while doing what’s best for the business• Coaches transition team in processes, procedures and positioning of Verizon Wireless customers’ accounts • Communicates with supervisors and team concerning training and coaching needed to improve the teams contact with customers. • Handles calls that request supervisor resolution and authority.

San Diego, Ca

-Schedules sales team to make sure proper coverage is available to meet customer needs.-Trains sales teams in sales techniques and creates a team centered environment for commissioned sales reps.-sets up appliance department to meet plan and fit the needs of the market where the store is located.-Covers departments as needed to make sure all areas are covered.-Trains on differences between brands and models for appliances, tools, and small electronics.

Irvine, Ca

-cashiering responsibilities.-processes returns and exchanges to make sure correct returns are processed.-Resolved customer issues with products or services.-Cleaned and maintained cash wrap and customer service desk to make sure that there is a great customer experience.

Bachelor Of Science - Bs, Computer Programming, Junior

Computer Programming degree with a focus on fundamental, enterprise solutions, and practical application.

Master Of Business Administration (M.B.A.), Business Administration And Management, General, 3.54

Master’S Degree, Organizational Leadership

Bachelor Of Arts (B.A.), Political Science And Government