- Generating forecasting using Machine Learning algorithms like XGboost and making Time Series Analysis (based on budget and actual metrics).- Automating reporting and daily tasks using Selenium and other API's.- Slack Alerts Automation using Airflow, Python and Snowflake- Designing and Developing GUI for many purposes using Python libraries like PyQT5, Tkinter, Streamlit and others.- Point of contact for WFM Manager for anything related to cost utilization, capacity increment or deviation in metrics related to Budget and their effectiveness in operations.- Providing the sufficient data to BPOs to recreate their own capacity and staffing planning utilizing Rappi Orders, AHT, SLA, FRT with the granularity required to comply with service targets during any prior of time.- Carrying out weekly meetings with LiveOps and BPO to sync on deviation or overachievement and action items for any project where WFM is involved. Such as Merging Queues, Teams, Internalization, New metrics adoption, etc.- Point of contact for Tools for the creation of categorization, queues, teams, routing, roles management, failures adjustments for Lupe and Kustomer.- Duties related to WFM such as “Calculation of impacts due failures, Special Days DRI for Local Ops, Seeker of advancement in optimization of resources for Concurrency, etc.”

On assigments at Rappi.- Building Data Science Solutions to solve workforce challenges using Python, Snowflake and Power BI.- Automating daily tasks using Selenium in order to improve processes efficiencies.- Developing forecasting models to predict Sizing and WF indicators.- Building a model to understand DSAT (disatisfaction score) and to predict it using Machine Learning algorithms.- Applying Time Series Analysis and Correlations Analysis to understand the Inbound KPI's behaviour.

- Designing, developing and optimizing Churn Propensity model to reduce lost customer.- Mining / Extracting data from major social platforms (Twitter, Facebook, Instagram) to conduct sentiment analysis using Selenium and BeautifulSoup. Gained valuable insights into customer opinions and trends.- Builing and maintening Speech Recongnition models for calls analytics tasks.- Data engineering (cleaning and transforming data) for model building and training.- Training , Tuning and Deploying models using Machine Learning algorithms.- Productionalization of ML models using FastAPI and Streamlit.- Monitoring and Maintenance of ML models using Amazon SageMaker and MLflow.- Building tools for business process analytics using R and Rstudio to trace cases/tickets flows and provide insights for all stages in process analysis, importing and preprocessing event data, calculating descriptive statistics and process vizualisation.

- Building ETL's using SQL Server and Python for the construction of datasets that serve as input for the creation of statistical models.- Develop and optimize classification algorithms/models for the prediction of voluntary retirement of agents applying Machine learning techniques.- Segmentations according to socio-demographic profiles of employees.- Optimizations based on analytics according to the needs of Management and Management.- Validate the predictability of the models and segmentations according to needs.- Deployment of the model using Frameworks such as Streamlit and FastApi according to the requirements of the different campaigns.

- Programming and assignment of shifts of agents for different bilingual campaigns.- Prepare forecasts and build agent schedules to meet needs of internal and external clients.- Assist with short and medium term planning based on continuous analysis of requirements forecasts, trends, personnel variables, and real-time performance of operations according to workforce management principles for the contact center.- Timely collect, evaluate and prepare complex statistical data for operations /HR/WFM/Admin.- Provide a variety of reports and analyzes to operations departments, administration and human resources.- Be responsible for the induction and training of new agents on standards and basic WFM processes.

- Data segmentation, conducting customer segmentation.- Analysis and crossing of the data entered in the reports.- Reporting of the findings found in audits.- Creation of LAFT Risk Matrices, Ethics and Bribery.- Auditing and trainning the personnel in charge of verifying databases and restrictive lists (OIG, SAM, etc.) of all company personnel.- Programming and monitoring of audits to the areas in charge of the check up in restrictive lists.- Creation of communication channels (Forms) to report suspicious activities.- Validate current supplier documentation related to SAGRILAFT.- Execution of processes within the SAGRILAFT legal regulations.- Updating of procedures, policies, manuals and instructions for the ISO 9001: 2015 Quality Management System.- Preparation and monitoring of improvement actions.

My functions here were to document business processes like:- Creating Robotic Process Automation (RPA) Procedures.- Expanding Risk Management Documentation related to IT, BI, Software Development & Networks system processes.- Integrating IT Procedures, Guides & Standards Documents according to PCI DSS Standards.- Deploying Billing Procedures.- Developing the communication plan of the quality policy.- Working up inventory maintenance procedure.I was also part of the ISO 9001 and 27001 audit team as an observer. the audited processes in which I participated were: physical security, software development, purchasing and hiring, labor relations and information technology.

- Reception, classification and dispatch of material.- Make weekly and monthly report of products delivered together with the variations and weights.- Achieve improved batch size of material to optimize space in transporter truck.